How can you make life simple? Now you understand the work how could you make it easier? How could you change your systems and processes so that the work becomes more: 1. Error Proof? Image by connectors distribution box 2. Omission Proof? Image by Kiyo_Tatsu 3. Tamper Proof? Image by Michael 4. Easy to Teach? Image by […]
Rule 8: Train Your Staff
Your staff’s performance varies Some know how to stack shelves faster than others Some know how to negotiate a sale better than others Some know how to resolve a query more effectively than others Some know how to welcome customers more warmly than others Some variation is helpful — there would be no test and […]
Rule 7: If the Work is Important Write it Down
I have a file on my laptop It is a rather sad file, it is called “Sunday Night”. I travel for work and on Sunday nights I pack a bag for Monday morning. The file reads a little like this… Sunday Night: Taxi, Train Times, Water Bottle, Hat, Scarf, Gloves, Coat Monday: Shirt, Jacket, Trousers, Belt, […]
Rule 6: Standardise the Work
Heresy! You can’t standardise a service. You can standardise work in manufacturing. A computer is a computer is a computer. They should all look the same, weigh the same, feel the same and work the same. Nobody will disagree that you should standardise computer manufacturing. But that is manufacturing… The service industry is different The logic […]
Rule 5: Understand how the Work Works
It sounds a bit smug doesn’t it? It isn’t enough to study the work, you also need to know how the work works. What does it mean? Let me give you a couple of examples: 1. How do you drive a car? It is one thing to know how to drive; mirror, signal, manoeuvre. That […]
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