The Squawk Point

Organisational Mechanics

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

Issues, Incidents and Risk Events

13 April, 2016 by James Lawther 3 Comments

Scoop out your eyeball

Boring meetings Issues, incidents, risk events, screw ups, call them what you will, we all have them.  Somewhere in your organisation somebody is logging them, categorising them and recording them.  That somebody also has a target to reduce them. And every month they hold a meeting to discuss how they are doing. And — be honest — […]

Filed Under: Blog, Operations Analysis Tagged With: customer complaints, insight, measurement, objective setting, targets

Customer Complaints: Does Your Bank Act Like a 3 Year Old?

24 January, 2012 by James Lawther 5 Comments

Part 1:  How children behave There was a little girl Who had a little curl Right in the middle of her forehead When she was good she was very very good And when she was bad she was horrid  I didn’t really understand that nursery rhyme until I had daughters.  Now I have a couple […]

Filed Under: Blog, Operations Analysis Tagged With: compliance, customer complaints, fessing up

How to Deal with Customer Complaints

10 August, 2011 by James Lawther 2 Comments

The Highways Agency (the people responsible for the state of the UK’s roads) have announced a plan to save money. You can read about it here. Currently if a member of the public complains about a pot hole on a major road the Highways Agency are duty bound to repair it (throw on a couple […]

Filed Under: Blog, Process Improvement Tagged With: best practice, customer complaints, customer focus, government, mitigating demand, poor service

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:

  • Regression to The Mean

  • Glory Lasts Forever

  • Fish Bone Diagrams – Helpful or Not?

  • Should You Punish Mistakes?

Connect

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

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