Here is a contentious statement for you. “Manufacturing operations are better run than Service operations”. Why do I think that? Is it because the manufacturing guys are cleverer? Is it because operations are more important in manufacturing? Is it because service operations are harder to run? I doubt any of those are true. I think […]
To Offshore or not Offshore?
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: […]
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. […]
Cost Conscious Culture
Chrysler has been bailed out to the tune of over $7 billion by the US government over the past few years. In efforts to repay the loan it has taken some drastic actions. According to the free press initiatives include taking all the clocks off the walls in their headquarters in Auburn Hills. They estimate […]
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