The Squawk Point

Organisational Mechanics

Welcome to the Squawk Point

The Squawk Point is all about service operations and our ability to make things far more complicated than they really need to be.

Running an operation should be as easy as finding out what your customers want, then giving it to them. Nothing more or less.

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Medieval Plumbing

12 September, 2019 by James Lawther 4 Comments

Delayed feedback When I was a child I lived in a farm house in North Yorkshire.  I’d like to tell you that I was part of the county set and owned a Range Rover and a horse, but it wasn’t that sort of farm house.  It had stone walls that were three feet thick in […]

Filed Under: Blog, Operations Analysis Tagged With: human nature, lead and lag measures, learning, measurement, systems thinking, tampering

Can You See The Future?

1 March, 2015 by James Lawther 5 Comments

Lead Measures

How useful is your data? Data comes in all shapes and sizes, you could classify it in a hundred and one different ways: categorical, ordinal, Boolean, composite … Here a couple of the less technically challenging – read eye-rollingly dull – categories: Opinion or Observation Opinions are what people think, so opinions are important. Some argue […]

Filed Under: Blog, Operations Analysis Tagged With: data is not information, inputs and outputs, key performance indicators, lead and lag measures, measurement

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