Improving Efficiency Your job as a manager is to deliver the best service at the lowest cost. Cost and service are all that ever worries the guys upstairs. Conventional wisdom is that the easiest way to do that is to keep your staff fully occupied. Ensure they are always working as fast as possible without […]
The Stop Button
How does your stop button work? If you walk around a manufacturing plant you will see that every machine has a stop button. They are easy to spot. They are big, round, red, attached to a bright yellow box and bear the legend STOP. Hit the stop button and the machine will come to an […]
How to be a Amazing Manager
I am going to teach you how to be an amazing manager. These are the secrets that will make you the world’s best boss and put you on the career path to greatness — would I lie? The amazing manager’s 5 point plan: What you need to do is… Get out of your office Talk […]
Six Musts if You Use Voice Response…
It is a bit of a touchy subject Should you use a: Voice Response Unit VRU, Interactive Voice Response IVR, one of those damn electronic things (call it what you will) to answer your customer’s calls? The naysayers will have you believe they damage “moments of truth” and ruin the “customer experience”. The fans will tell you they are hugely […]
Standardisation and Climbing Ladders
How do you climb a ladder? Climbing a ladder is straightforward… Put one foot on a rung Reach up the side rails one hand at a time (health and safety) Push yourself up with your leg Put your other foot on the next rung Repeat Gradually you will climb higher and higher. The really important bit […]
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