There are a lot of intangible things in life, things that affect the service that you are delivering and the business that you are running. Things that you would love to know, but are frankly just impossible to find out. How about these for a couple of examples: How effective are your managers? How […]
Clever Capital Investment or Shiny New Toy?
If you have ever called a call centre, no doubt you have used an IVR (interactive voice response, press 1 to change your address…press 2 to… you get the idea). The public is generally a little damming about them, to quote Wikipedia: “IVR is sometimes criticised as being unhelpful and difficult to use due to […]
Clean Cold Running Water
Depending on who you listen to we want a number of things. Maslow will tell you they can be categorised, starting with physiological needs and ending with self actualisation. I’m lucky, by most peoples standards I am a way up that particular triangle, but it is easy to forget what you have and assume everybody […]
What Can a Lilo Teach You About Cost Control?
We all want to take cost out of our organisations The way we do it is by jumping up and down on the issue that is causing us most pain at the time. We jump on spending to reduce expenditure. We jump on the finance budget, jump on the IT budget, jump on the postage […]
Fat Fingers and Process Bottlenecks
All processes have a bottleneck, a rate limiting step, something that stops them from going further faster. It is really important to know what the bottle neck is, because unless you open the bottleneck you will never get any better. Let’s take the mobile computer as an example. I am sitting on a train writing […]
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