Call centres fall into two categories. Some have wallboards, they show how the operation is performing They show call centre agents how many customers are in the queue, how many customers have been answered, how many have hung up, how long customers are waiting… You get the idea Other call centres don’t show wallboards, it […]
Stating the Bleeding Obvious
The diagram below shows a cross training chart. It is a nice simple representation of who has been trained to do what. If the circle is empty the person has been trained, if it is full then they have also shown they are competent or passed a test. The idea is you print out a […]
Visual Analysis – It Would be a Crime not to Try
Here is an interesting link for you (unless you are American in which case try here). It is a crime map of the UK, it shows you where crime occurs, have a good look, where is it safer to live? Nottingham or Padstow? The answer is fairly obvious, in-fact a one eyed drug dealer in […]
What can 19th Century Cholera Teach us about 6 Sigma?
In 1854 there was an outbreak of Cholera in Central London. Dr John Snow had a theory that the disease was water borne and so plotted the deaths on a street map to see if he could prove the case. He showed that the majority of deaths were happening to people who lived near the […]
Looking for Junk
Here is a contentious statement for you. “Manufacturing operations are better run than Service operations”. Why do I think that? Is it because the manufacturing guys are cleverer? Is it because operations are more important in manufacturing? Is it because service operations are harder to run? I doubt any of those are true. I think […]