A Problem with the envelope On February 26th 2017, The Academy of Motion Picture Arts and Sciences held its 89th award ceremony, celebrating the best films of 2016. The ceremony was a case study in preventing human error (or not depending on your perspective). It went swimmingly until the very last award for best picture. Faye Dunaway […]
The Daily Grind
How do you cope? I run (maybe it would be more accurate to say am loosely responsible for) a back office. It provides a service to an organisation. It doesn’t talk to customers It doesn’t make sales It doesn’t drive revenue It is one big cost. A lonely place to sit on any profit and […]
Fixes That Fail
Cost cutting Definition : An effective short term financial fix that has long-term consequences. These ultimately require more of the same short term fix. Examples: Profit numbers were low so managers deferred essential maintenance. They saved money in the short term, but the machines failed. This led to poor customer service, reduced sales and — in […]
Stopping the Suicidal
Preventing bad behaviour From the start of the industrial revolution to the mid 20th century, we British have used town gas. It lit our streets, fired our boilers and cooked our roast dinners. Town gas was a by-product of the coke manufacturing industry. Heating coal in the absence of oxygen removes the impurities and produces […]
Standards Make Good Servants but Poor Masters
Standard work I found an interesting post about standardisation in public services. The post argues that standardisation doesn’t work in the service industry. Each customer or citizen is different and because each citizen is different they want different things. So if you standardise everything and then force your staff to follow the standard process […]
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