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Six Musts if You Use Voice Response…

17 January, 2014 by James Lawther 10 Comments

It is a bit of a touchy subject Should you use a: Voice Response Unit VRU, Interactive Voice Response IVR, one of those damn electronic things (call it what you will) to answer your customer’s calls? The naysayers will have you believe they damage “moments of truth” and ruin the “customer experience”. The fans will tell you they are hugely […]

Filed Under: Blog, Process Improvement, Tools & Techniques Tagged With: best practice, communication, information technology, interactive voice response, service design

The I-Bomb

15 December, 2013 by James Lawther 10 Comments

Bang… There’s been an explosion.  Not a Car Bomb or a Molotov Cocktail, nothing that crude, it was much more sophisticated, it was an Infrastructure Bomb, it… Shredded your systems Destroyed your data Pulverised your processes Macerated your MI Splattered your specifications Brutalised your business rules The whole lot is gone… wiped… deleted.  The waste […]

Filed Under: Blog, Process Improvement Tagged With: capability, constraints, information technology, infrastructure, innovation, legacy systems

The Beauty of Low Tech

10 August, 2013 by Bernie Smith

low tech solution

This is a guest post I had my eyes tested at Specsavers a couple of weeks ago: I got my eye test, but not without three separate initiatives on my part and one wasted trip to the store. Too much technology All of this happened despite Specsavers having: Perhaps they had taken a leaf out […]

Filed Under: Blog, Process Improvement Tagged With: capital investment, constraints, error proofing, information technology, service design, simplicity

Facebook: It is so Rewarding

25 July, 2013 by James Lawther 7 Comments

Bored at Work

We work in large organisations that ban access to social media. We have long-winded IT policies that forbid our employees from tweeting, liking, stumbling or commenting. After all we are paying these people to work, not to surf the internet catching up with their friends. But is our logic sound?  Should we isolate our employees […]

Filed Under: Blog, Employee Engagement Tagged With: communication, Facebook, information technology, innovation, social media, Twitter

Can You Make the Right Decisions?

11 June, 2013 by James Lawther 4 Comments

Emergency Room

Decision-making is hard. So hard that we pay people handsomely to be professional decision makers: Doctors Underwriters Bank Managers Tax Inspectors All of them make their living by taking complex ill-defined situations and making decisions. Unfortunately they don’t always decide the same way If you put two professional decision makers in a room at the […]

Filed Under: Blog, Operations Analysis Tagged With: automation, decisions, error proofing, information technology, logic tree, medicine, pareto principle, problem solving

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