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Are you Really Committed to your Customers?

16 June, 2011 by James Lawther 1 Comment

Commitment

I spent rather too long at Glasgow airport this week.  Apparently this was due to “operational difficulties” with, Ifyouwillflycheap Jet. I read my book, then the free magazines, then paced around the departure lounge for a couple of hours and then resorted to reading the posters on the walls. The Royal Bank of Scotland were […]

Filed Under: Blog, Employee Engagement Tagged With: communication, customer focus, marketing, poor service, purpose, service design, trust

In John Lewis we Trust

8 June, 2011 by James Lawther 1 Comment

A couple of months ago my wife bought a bed from John Lewis.  The beauty of buying a bed and having it delivered is that you can also pay to have the old one taken away (which is a pain of a job).  Unfortunately my wife neglected to do this, leading to not a little […]

Filed Under: Blog, Employee Engagement Tagged With: customer focus, good service, John Lewis, service design, trust

Error Proofing Suicide

23 May, 2011 by James Lawther Leave a Comment

Here is a process improvement idea; you should make it easy for people to get something right and difficult for them to get it wrong.   Classic examples include flat pack furniture that only fits together one way, or the fact that all around the world a red light means stop. The converse principle also exists, […]

Filed Under: Blog, Process Improvement Tagged With: best practice, capability, continuous improvement, customer focus, error proofing, innovation, process control

Zombies and KPI’s

20 May, 2011 by Bernie Smith 1 Comment

DIY KPIs

I subscribe to quite a few performance measurement emails, web sites and blogs.  I’ve noticed a worrying trend of sites offering “off the shelf” KPIs.  In fact you can now buy books packed with “ideal” KPIs for all sorts of businesses (oh, how the long winter nights must fly by). Are the measures in these […]

Filed Under: Blog, Operations Analysis Tagged With: best practice, clarity, customer focus, key performance indicators, measurement, service improvement, strategy, zombies

Let the Train Take the Strain

5 April, 2011 by James Lawther 2 Comments

This morning on the train from Nottingham into London the “train manager” made an announcement: “Due to health and safety reasons we are only allowed to take 2 bicycles on this train, will passengers who want to bring a bicycle on the train please reserve a place holder, as in future they will be refused […]

Filed Under: Blog, Operations Analysis Tagged With: beliefs, bureaucracy, customer focus, East Midlands Trains, poor service, revenue generation, service design, silo management

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