The Squawk Point

Organisational Mechanics

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

Rule 2: Don’t Make Your Customers Wait

14 June, 2015 by James Lawther 10 Comments

Head in the Sand

Why leave them waiting? If your customers are phoning you, texting you, mailing you and some have even gone to the lengths of visiting you and are standing there looking at you, then it is a fair bet that they want something. Rule 1 is to prioritise the work, but prioritising it isn’t enough, you can […]

Filed Under: Blog, Operations Analysis Tagged With: abandon rate, cost of poor quality, customer behaviour, customer focus, gemba, queue, surge capacity

Rule 1: Prioritise the Work

10 June, 2015 by James Lawther 7 Comments

prioritise the work

Café Culture The other day I walked into a café; it was a popular place, there were people crowded around all the tables.  Three members of staff were on duty. They were having a long and detailed conversation about a stock-take. I stood and waited. I waited and stood. The staff gave me a good […]

Filed Under: Blog, Process Improvement Tagged With: best practice, customer focus, gemba, good service, John Lewis, purpose, service design

What Gets Measured Gets Done

13 March, 2015 by James Lawther 8 Comments

what gets measured gets done

You show me how I will be measured… … And I will show you how I will behave We all know it’s true. There is scientific evidence to prove it. If you set someone a goal they will try to hit it. It is so effective that measurement and target setting have become the number 1 […]

Filed Under: Blog, Operations Analysis, Tools & Techniques Tagged With: customer focus, efficiency versus effectiveness, incentives, key performance indicators, measurement, objective setting, performance management

What is Your Management Blindside?

13 January, 2015 by James Lawther 4 Comments

Exam Hall

An education is a wonderful thing Every year in the UK 16-year-olds study for their General Certificates of Education (G.C.S.E’s.).  And every year the the Government publishes the results.  This is how they have changed: I did my GCSE’s (or something similar) in 1984.  I am an old (and as you can extrapolate from the chart) […]

Filed Under: Blog, Operations Analysis Tagged With: customer focus, key performance indicators, measurement

A Stitch in Time…

19 November, 2014 by James Lawther 4 Comments

Stitches

Running a customer service centre is hard It is a constant battle, trying to minimise cost and maximise customer service. But we all know the game, we get employed to play it: Squeeze your head count down as far as you dare Ride the variations in customer demand Manage the backlog Set up a turnaround […]

Filed Under: Blog, Operations Analysis, Tools & Techniques Tagged With: abandon rate, call centre, capacity planning, customer focus, service improvement, supply and demand

  • « Previous Page
  • 1
  • 2
  • 3
  • 4
  • …
  • 9
  • 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:

  • 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