When writing work instructions, you get points for clarity, not style. Instead of waxing lyrical about the customer journey and decisive moments, just make your point. Here are eight ways to do that: Use a clear heading to explain the task If you can’t explain the task succinctly what chance do people following the instructions […]
Angry Birds and Process Control
Alaska Airlines has made an interesting step in process control. (For all of you rolling your eyeballs at the thought of process control you should remember that aeroplanes that are out of control are generally a bad thing.) They have replaced the 11 kilos of paper flight manuals that pilots are required to carry when […]
Error Proofing Suicide
Here is a process improvement idea; you should make it easy for people to get something right and difficult for them to get it wrong. Classic examples include flat pack furniture that only fits together one way, or the fact that all around the world a red light means stop. The converse principle also exists, […]
All You Will Ever Need to Know About Analysis
Improving performance isn’t very difficult, it is just about fixing things that don’t work too well. The problem is trying to work out which bit to fix, what is important, where will you get the most bang for your buck. It is easy to fall into a world of analysis paralysis, pain and despair. You […]
What did Tony Blair do for Customer Service?
Control versus empowerment: Option 1. Rule with an iron fist, don’t allow employees to show any initiative, make sure they do what the centre says they must do, be inflexible, remove yourself from the action. Option 2. Empower people, let them do whatever they think is the right thing, let processes and standards diverge, all […]
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