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The Dark Secrets of Benchmarking

20 May, 2013 by Dougie Cameron 8 Comments

the benchmark

This is a guest post Everyone loves a bench-marking exercise, right? It helps you understand your place in the world – where you excel, right? It shows you the gold standard, best practice, the benchmark you aspire to, right? Wrong. Bench-marking is honest and pure, so, what brings me to such a bold outburst?  Well, there are a […]

Filed Under: Blog, Operations Analysis Tagged With: benchmarking, measurement, service differentiation

What Everyone Ought to Know About Numbers

18 May, 2013 by James Lawther 5 Comments

The news is full of numbers; startling headlines containing big scary numbers. Two Billion Dementia Patients Sudden Cardiac Deaths Rise by 10% in Young Americans Police Privatisation: ‘£5 Million Could Be Wasted’ Are those numbers really big?  Politicians love to create a stir and news paper owners pay journalists to shock.  Those big numbers they […]

Filed Under: Blog, Operations Analysis Tagged With: measurement, pareto principle, video

Big Data: How to Cope With It

22 September, 2012 by James Lawther 4 Comments

Big Data

We are accumulating data at a truly alarming rate: Loyalty cards Phone bills Search queries E-mails Blog posts You name it, it has data and it is all being squirreled away.  Gigabytes, Terabytes and Petabytes of it.  Before long there will be Yottabytes of the damn stuff.  Big Data. A new world full of opportunity […]

Filed Under: Blog, Operations Analysis Tagged With: big data, clarity, data is not information, key performance indicators, measurement

Making Life Difficult

15 August, 2012 by James Lawther 1 Comment

In 2010 the H.B.R. published the article Stop Trying to Delight Your Customers. The big idea was that focusing on reducing “customer effort” is a far better way to improve customer loyalty than worrying about customer satisfaction “C.S.A.T.” or net promoter score “N.P.S.”. Now this was heresy and it provoked a mass of intellectual debate […]

Filed Under: Blog, Operations Analysis, Tools & Techniques Tagged With: customer effort, customer satisfaction, customer surveys, measurement, net promoter score, video

How to Count

11 August, 2012 by James Lawther Leave a Comment

Traffic Jam

Apologies Before I start, I apologise for this post: For those of you of a six sigma nature I apologise, you might find this a bit Janet and John. For those of you of a non six sigma nature, I apologise for your six sigma brethren.  They really ought to have told you this, it is quite important. In God we […]

Filed Under: Blog, Operations Analysis, Tools & Techniques Tagged With: back to the floor, measurement

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