The Squawk Point

Organisational Mechanics

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

The Toasted Bagel

12 May, 2010 by James Lawther Leave a Comment

I went to a breakfast meeting this week in a “euro” hotel.  It had gold plated taps, stripy carpets and sat in the middle of an industrial estate.  I am sure you would recognise it. They served smoked salmon and cream cheese bagels.  This should have made up for the gold taps, I get hungry […]

Filed Under: Blog, Process Improvement Tagged With: capability, customer focus, poor service

Process Excellence

12 May, 2010 by James Lawther Leave a Comment

ivory tower

Do you have a “Centre for Process Excellence”? If the ideal is to break down functional barriers. If the ideal is to remove internal targets and agendas. If the ideal is to get everybody focused on the customer. Then how does putting all your “process experts” in a function all of their own help? P.S.  […]

Filed Under: Blog, Operations Analysis Tagged With: clarity, customer focus, operational excellence, silo management

Good Service?

9 March, 2010 by James Lawther 1 Comment

My wife has a new car, a BMW; the ultimate driving machine apparently. She took it in for its first service yesterday.  She was met at the door by a smartly dressed gentleman with a “Good morning Mrs Lawther”, presumably he had a list of registration numbers to look out for.  Unfortunately there was a […]

Filed Under: Blog, Operations Analysis Tagged With: customer focus, rework, transportation waste, waiting

Sheet Music

22 February, 2010 by James Lawther Leave a Comment

My daughter has just started music lessons.  She is so keen and enthusiastic it is hard not to like the god awful noise that she makes. I had to go to a classical music shop to buy her a special CD to listen to as part of her studies.  As I walked through the shop […]

Filed Under: Blog, Operations Analysis Tagged With: customer focus, poor service, revenue generation, xylophone

Retail Therapy

9 February, 2010 by James Lawther Leave a Comment

I tried using Ocado for my internet shopping this week.  I was expecting it to be remarkably like all the other home delivery services, but it wasn’t.  They did a number of things that impressed me: 1.  The delivery man offered to bring my shopping into the kitchen rather than dumping it on the front […]

Filed Under: Blog, Process Improvement Tagged With: continuous improvement, customer focus, purpose, video

  • « Previous Page
  • 1
  • …
  • 7
  • 8
  • 9

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?

  • Should You Punish Mistakes?

  • Best-of-Breed

  • Blame or Solutions?

Connect

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

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