I hate driving on the continent. It’s hard work. It isn’t just the fact that foreigners will insist on driving on the wrong side of the road (though that doesn’t help), the real problem is that I am constantly bombarded with information that I don’t quite understand: road signs, billboards, lane markings, traffic lights… and […]
The Seven Deadly KPI Sins
Ignorance ~ Not knowing why you are measuring something Greed ~ Too many measures Stupidity ~ Having measures and targets that drive destructive behaviours Inexperience ~ Not understanding “noise” in data and running off to fix things that aren’t really broken. Vanity ~ Dressing up and displaying data in an incomprehensible way Wastefulness ~ Burying the message in unnecessary […]
Customer Service Surveys, What a Waste of Time
The company I work for runs a management health screening scheme. Once a year they pay for me to go to see a doctor who looks at me with disdain. I was screened last week. After an hour or so of checks and analysis (and not inconsiderable expense) the doctor told me: I drink too […]
Six Questions about Six Sigma
Question 1: What exactly is a sigma, (let alone six of them)? It is a measure of how good a process is at delivering something that a customer wants. Just because a customer wants it, it doesn’t necessarily mean that the process is capable of delivering it. I might have wanted a son, think of […]
How Focused are You?
If you want to be successful you have to be focused That is a rather trite statement, but think about it for a second. The world is a big place. There is somebody out there somewhere who is doing exactly the same things as you are; they have the same gifts as you do. The […]
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