Bureaucracy is bad; it is hopeless when people just follow the instructions to the letter. They can’t help but mess it up. Think of the last interaction you had with a call centre, chances are it was horrific. Check-lists are great; it is super when people just follow the instructions to the letter. They can’t […]
Are You Cheap Or Nasty
You get what you pay for Product quality and cost are correlated; “you get what you pay for”. It is easy to cut costs, just reduce the quality of what you offer: 1. Take longer to answer the phone 2. Close the local branch 3. Supply Spam instead of Ham Unfortunately the customer wants what the […]
I Hate Problem Solvers
Three true stories: 1. A senior IT executive for a bank has an office in Manchester but works regularly in the London head office. Whenever he visits London he spends 15 minutes cooling his heels in reception because he can’t get security clearance to enter the building (despite the fact he has his own desk […]
Retail Therapy
I tried using Ocado for my internet shopping this week. I was expecting it to be remarkably like all the other home delivery services, but it wasn’t. They did a number of things that impressed me: 1. The delivery man offered to bring my shopping into the kitchen rather than dumping it on the front […]
Legal Eagles
The BBC ran a story yesterday about the effectiveness of the jury system. A two year research programme looking at 68,000 verdicts has been undertaken. They came up with the following statistics: 70% of jurors said they understood the judge’s instructions. 31% of jurors actually could recall the judge’s instructions. 48% of jurors could recall […]
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