The Squawk Point

Organisational Mechanics

  • Home
  • Blog
    • People
    • Data
    • Process
    • Wild Cards
    • Index
  • Podcast
  • Book

10 Things You Really Should Know if You Run an Operation

6 June, 2012 by James Lawther 2 Comments

The Pamphlet

I am now a published author That is not strictly accurate, but why let the truth get in the way of a good story? Let me try again I have written an e-book; well it is more of an e-pamphlet It is available at all good book stores; well OK it is self published and is only […]

Filed Under: Blog, Tools & Techniques, Wild Cards Tagged With: clarity, communication, continuous improvement, cost saving, customer focus, error proofing, fessing up, measurement, purpose, waste

Do You Hold Morning Briefings Like a TV Star?

8 May, 2012 by James Lawther 4 Comments

If you are of a certain age you will have Hill Street Blues burned into your memory.  One of the biggest TV shows of the 80’s.  It was horribly schmaltzy.  Admit it, you watched it Now you might be wondering, what that has this got to do with running a service operation? At the start […]

Filed Under: Blog, Employee Engagement Tagged With: accountability, communication, effective meetings, video

Web Design and the Emotional Bank Account

24 March, 2012 by James Lawther 2 Comments

You’ll have heard about emotional bank accounts. You hold one with everybody you know. The account might be in credit (you make them laugh, you are always reliable, you surprise them with flowers) or the account might be overdue (you are always late, you offend, you were dishonest) It’s not wise to default A simple […]

Filed Under: Blog, Wild Cards Tagged With: communication, information technology, web site design

Presentation Tips: Why are You Talking to Me?

10 January, 2012 by James Lawther 3 Comments

Presentations I'd rather not attend

Monday is not going to be a good day. On Monday morning I have to sit through a four hour presentation.  There are things in life I enjoy doing, I enjoy riding my bike, I enjoy taking my children to the beach, I enjoy reading thrillers.  But I do not enjoy sitting through four hour presentations. […]

Filed Under: Blog, Employee Engagement, Tools & Techniques Tagged With: communication, effective meetings, presentations, purpose

Nasty Evil Wallboards

2 November, 2011 by James Lawther 1 Comment

Wallboard

Call centres fall into two categories. Some have wallboards, they show how the operation is performing They show call centre agents how many customers are in the queue, how many customers have been answered, how many have hung up, how long customers are waiting… You get the idea Other call centres don’t show wallboards, it […]

Filed Under: Blog, Employee Engagement Tagged With: communication, information technology, visual management

  • « Previous Page
  • 1
  • …
  • 8
  • 9
  • 10
  • 11
  • 12
  • …
  • 17
  • Next Page »

Explore

accountability assumptions beliefs best practice blame bureaucracy capability clarity command and control communication complexity continuous improvement cost saving culture customer focus data is not information decisions employee performance measures empowerment error proofing fessing up gemba human nature incentives information technology innovation key performance indicators learning management style measurement motivation performance management poor service process control purpose reinforcing behaviour service design silo management systems thinking targets teamwork test and learn trust video waste

Receive Posts by e-Mail

Get the next post delivered straight to your inbox

Creative Commons

This information from The Squawk Point is licensed under a Creative Commons Attribution-ShareAlike 3.0 Unported License.
Creative Commons Licence
Customer Experience Update

Try This:

  • Fish Bone Diagrams – Helpful or Not?

  • Circles of Influence: Do You Want Your Team Flexing Their’s?

  • Should You Punish Mistakes?

  • Can You See the Forest for the Trees?

Connect

  • E-mail
  • LinkedIn
  • RSS
  • YouTube
  • Cookies
  • Contact Me

Copyright © 2025 · Enterprise Pro on Genesis Framework · WordPress · Log in