I worked for a coffee shop. It was great, we only had one problem; occasionally there was a bit of a mix up at the serving hatch. The salt and sugar were in similar containers. Sometimes we put a pinch or two of salt in our customer’s coffee, not very often, and then just a […]
Fresh as the Moment when the Pod went Pop
All companies obsess about something, their USP, their IP, the thing that they can do that nobody else can. I used to work for Birdseye, the frozen pea people. They used to obsess about getting the peas out of the field and frozen within 2 1/2 hours. They had a panel of pea tasters who […]
Tickets Please
I use the train a lot, and I buy a lot of tickets. The guys on East Midlands Mainline are very determined that I pay for all this travel. 1. They have ticket checking barriers at all entrances to the platforms to make sure I have a ticket. 2. They have train “managers” on the […]
The Monument Part 2
I wrote about monuments. Perhaps a 500 seat call centre is a monument. We have them to optimise efficiency (occupancy and productivity), they are hugely expensive to own and because of their scale they become inflexible. It isn’t easy to change agent training or the front end telephony for a 500 seat call centre. Does […]
The Monument
In the manufacturing world they use the term “monument” to refer to any piece of equipment that is too big for its purpose. They are expensive pieces of capital equipment that drive massive economies of scale at a local level but fundamentally mess up the total system. Because of their inflexibility they must be “fed” […]
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