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Rule 2: Don’t Make Your Customers Wait

14 June, 2015 by James Lawther 10 Comments

Head in the Sand

Why leave them waiting? If your customers are phoning you, texting you, mailing you and some have even gone to the lengths of visiting you and are standing there looking at you, then it is a fair bet that they want something. Rule 1 is to prioritise the work, but prioritising it isn’t enough, you can […]

Filed Under: Blog, Operations Analysis Tagged With: abandon rate, cost of poor quality, customer behaviour, customer focus, gemba, queue, surge capacity

Surge Planning: I Hate the Snow

17 January, 2012 by James Lawther 1 Comment

Surge Planning

It was cold this morning Freezing It is going to snow, maybe not today or tomorrow, but soon Snow is a mixed blessing, great for sledging but for some of us, it’s a work disaster Pipes freeze People fall Cars won’t start Boilers fail If you happen to be in the game of mending pipes […]

Filed Under: Blog, Operations Analysis Tagged With: capacity, capacity planning, risk assessment, supply and demand, surge capacity

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