Call-Centre.com has carried out a survey of consumer perceptions of UK versus Offshore call centres. The chart shows the results. Clearly the UK consumer prefers UK call centres (hardly a surprise), but they are so much more expensive. So should you go offshore, it is an emotive question, who should decide? There are two issues: […]
Outsource?
It’s a big decision, should you or shouldn’t you? The world is changing at a remarkable pace, yesterday alone I: 1. Had Kenyan green beans and asparagus from Peru delivered to my door. 2. Held a text conversation with a friend who is stuck in Austria (inconsiderate things volcanoes). 3. Sent my camera to be […]
Quality Checking
Happens to late. Is very expensive. And we aren’t good at it. The brain sees what it wants to see, not what is there. If you don’t believe me watch the video. Photo by Randy Jacob on Unsplash
The Perfect Storm
Imagine you run a hospital. One of your responsibilities is staffing, making sure there are enough nurses and doctors. Then the country is hit by a flu epidemic, you are inundated by sick people, demand soars through the roof. It gets worse, your staff get sick as well, they take time off. Not only do […]
Silver Bullets
We have a fascination with big bets, wholesale system change, outsourcing deals, new facilities. We are rewarded for thinking strategically and pulling the big leavers; consequently we are always looking for silver bullets, the one change that will make everything more efficient. All operations are big machines that deal with materials, customers, employees and products. […]
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