The Squawk Point

Organisational Mechanics

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

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

Clever Capital Investment or Shiny New Toy?

2 August, 2011 by James Lawther Leave a Comment

Capital Investment Decision

If you have ever called a call centre, no doubt you have used an IVR (interactive voice response, press 1 to change your address…press 2 to…  you get the idea). The public is generally a little damming about them, to quote Wikipedia: “IVR is sometimes criticised as being unhelpful and difficult to use due to […]

Filed Under: Blog, Operations Analysis Tagged With: capability, capital investment, customer focus, information technology, interactive voice response

The Perfect Employee

15 July, 2011 by James Lawther 2 Comments

Grace Hopper

One of the biggest growth sectors for computer games is 30 to 40 year old women.  This surprised me a little; I always thought it was spotty teenagers.  Then somebody pointed me at Farmville.  It all fell into place. This fact has huge ramifications for the gaming industry.  If you are female, in your mid […]

Filed Under: Blog, Employee Engagement Tagged With: customer focus, information technology, innovation, recruitment

Do You Want Engaged Employees or Honest Ones?

30 June, 2011 by James Lawther 1 Comment

Engaging Strategy

Employee engagement is everything.  If your employees engage with your strategy they will work hard, go the extra mile, look after your customers, come into work when they are sick and at weekends… and generally push your strategy forward at pace. Employee engagement, you want it, right?  You want them to just get behind what […]

Filed Under: Blog, Employee Engagement Tagged With: communication, customer focus, fessing up, reinforcing behaviour, strategy, trust

A Stitch in Time…

24 June, 2011 by James Lawther 1 Comment

The BBC ran an interesting story the other day about hip fractures. Apparently 78,000 people suffer from a hip fracture every year in the UK; 10% of these people will be dead within 30 days, 30% will be dead within a year, and half are left with permanent disability. Shocking statistics. NICE, the National Institute […]

Filed Under: Blog, Process Improvement Tagged With: capacity, cost saving, customer focus, medicine, root cause analysis

  • « Previous Page
  • 1
  • …
  • 3
  • 4
  • 5
  • 6
  • 7
  • …
  • 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:

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

  • Should You Punish Mistakes?

  • Fish Bone Diagrams – Helpful or Not?

  • Solutioneering

Connect

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

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