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10 Ways to Improve Customer Service Without Investing in IT

31 January, 2012 by James Lawther 7 Comments

Redundant Technology

1.  Agree with your customers what they want from you and when they want it. Clarify all the issues as you work through the discussion, ironing out any misunderstandings and highlighting things that are easy to resolve. Then write down a specification. It is amazing what you will find out. 2.  Define what your “purpose” […]

Filed Under: Blog, Process Improvement, Tools & Techniques Tagged With: automation, information technology, office productivity

Information Technology: Are you Just Hiding the Problem?

28 January, 2012 by James Lawther 3 Comments

In Tray Out Tray

A tale of two officesThe first  is a shambles, clearly the owner has no idea what is going on, he should be taken outside, sacked, hung, shot and generally persecuted for good measure. The second is a model of organisation, it is paper free, the work has been, productionised, computerised, systematised and digitised.  It is […]

Filed Under: Blog, Process Improvement Tagged With: information technology, office productivity, visual management

The Office Tour

8 November, 2011 by James Lawther 2 Comments

Office Tour

Whenever I visit somewhere new I am always given a tour of the offices.  I am not entirely sure why.  I have been in offices in Manchester, London, Glasgow and Swansea and they all look the same. More to the point I have been to Bangalore, Washington, Rotterdam and Sydney and to be honest they […]

Filed Under: Blog, Employee Engagement, Tools & Techniques Tagged With: key performance indicators, manufacturing, office productivity, visual management

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