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Channel: The Squawk Point: Service Improvement
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Max your Meal

Many if not most business processes have two parts to them. First make a decision: – Should I hire this person? – Is this an acceptable payment? – Can I give this employee access to the system? Second...

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What is the Kano Model and Why Should You Care?

Customers are selfish people. They want everything, they usually want it now, and worse still, what they say they want and what they really want are not necessarily the same thing.  Customers aren’t...

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How to Think Like an Auditor

On Friday I was audited If you live in a corporate world you will be familiar with the sensation.  I’d like to say I felt warm all over, but I would be lying (lying through my teeth). I was put through...

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Is Less Really More?

My 9-year-old daughter is lovely… Most of the time… But if you really want to see her wind me up, come with us to order a pizza.  She will not make a decision.  How hard can it be? Hawaiian, or Mighty...

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Do You Design Against Demand?

Here is a very simple 2 step improvement idea for you: Understand the customer demands that are placed on your organisation Design your infrastructure and processes to meet those demands. Or, to put it...

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Should you Standardise?

There is a line of thought that says standardise your processes. Get everybody to follow the same process The one designed to give you the best outcome Minimise variation After all without...

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The Problem with NPS (Or do I Look Fat in This?)

I am 45. They say that when middle-age is upon us our broad minds and narrow waists swap sizes. It is happening to me, (certainly around my waist, and as I no longer enjoy finding strangers in my...

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