All operations are too expensive, no matter how good they are there is always an obligation to reduce cost further, and when the cost has been taken out there will always be pressure to remove more. There are 5 key problems that are common to operations of all types: 1. There are numerous opinions about […]
Too Much Information
In the US in the late 1980’s a psychologist called Paul Andreassen conducted an experiment on some business school students. He gave them all a portfolio of stocks and shares to trade and then divided them into two groups. One group were allowed access to a stream of financial information, they could talk to market […]
Expensive Lawyers
I have found a reproduction of the London Underground map that replaces the station names with anagrams. Bank becomes Knab and Westminster becomes Written Mess. All very funny. Unfortunately it upset Transport for London (they aren’t making any money from it) who set their lawyers on the case. The internet is now littered with the […]
How to Calculate the Cost of Poor Quality
Do you ever have quality problems? Here is a technique to help you work through the cost of poor quality. Get a group of people in a room and the ask them to estimate the answers to the following questions. How many customers do you treat badly each year? How many of them complain? When […]
The Enemy
I am all for e-mail, it is usually short sharp and to the point. No wasted energy. But sometimes the e-mail bounces back two or three times.Sometimes more and more people get copied in.Sometimes you start to dread opening the response.Sometimes you spend hours crafting a reply. Sometimes it is wise to just pick up […]
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