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The Stretch

9 November, 2010 by James Lawther Leave a Comment

How should you manage a stretch?  We all have them.  A whopping great big number forced in on top of our budgets. A couple of options: 1.  Divide and conquer:  split the two or twenty million up between departments and set them up against each other, Mano a Mano.  See who succeeds and who fails. […]

Filed Under: Blog, Employee Engagement Tagged With: cost saving, silo management, teamwork, video

The Monument Part 2

5 November, 2010 by James Lawther 4 Comments

I wrote about monuments. Perhaps a 500 seat call centre is a monument. We have them to optimise efficiency (occupancy and productivity), they are hugely expensive to own and because of their scale they become inflexible. It isn’t easy to change agent training or the front end telephony for a 500 seat call centre. Does […]

Filed Under: Blog, Process Improvement Tagged With: call centre, efficiency versus effectiveness, service improvement, silo management

Five Steps to Untold Wealth, What is Stopping You?

6 September, 2010 by James Lawther Leave a Comment

All commerce runs on the same principle, the exchange of value: You give customers what they want Customers give you money For the bit “giving customers what they want” Service Untitled have published a simple 5 point plan: Identify who your customers are. Find out what they want. Design sales and service processes around these […]

Filed Under: Blog, Employee Engagement Tagged With: continuous improvement, customer focus, exchange of value, political will, silo management, training

Customer Care: How to make your customer feel like a criminal.

31 August, 2010 by James Lawther 3 Comments

I was cycling through deepest Norfolk with my daughter.  It was raining, hard.  My daughter had started bitching.  A tea shop loomed into sight, it was dry and warm and served tea, my prayers had been answered. 25 minutes later, happy and content I went to pay the bill, only to be told that they […]

Filed Under: Blog, Operations Analysis Tagged With: cost of poor quality, cost saving, silo management

Small Business is Beautiful Business

25 August, 2010 by James Lawther Leave a Comment

If you work for your own company the best way to get a pay rise is to keep your customers happy.  That is where the money comes from. If you work for somebody else’s (large) company the best way to get a pay rise is to keep your boss happy.  That is where the money […]

Filed Under: Blog, Process Improvement Tagged With: customer focus, employee ownership, John Lewis, silo management

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