Category: Measuring service performance
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Quality versus quality? Why knowing the difference can help change your organisation for the better.
Understanding the difference can reduce workforce stress and double your organisations productivity.
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The 4 Root Causes of Poor Effectiveness and Efficiency in Service and & Knowledge-Work Organisations (S&KWO)
The pervasiveness of these issues gives rise to the following 4 solutions that address these underlying root causes.
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Measuring and Improving Service Productivity
“When it comes to how you do what you do, there is tremendous variation, and where a broad spectrum of variation exists, opportunity exists”. Dov Seidman author of…
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Service Sectors Biggest Problem Solved: How Long is a Piece of String?
Anybody familiar with fractals will know that the answer to the question is “infinite”. Fortunately most teams in service and knowledge work organisations don’t need to calculate the…
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“Whistling Past The Graveyard” of Bad Performance Measures.
In Ireland, where I come from, we have a tradition of folklore, mystery, tall tales, “sayings” and proverbs that cover every possible life situation, one of which is…
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Easiest Way To Improve Performance? Step 1: Stop Making Things Worse!
I work with service and knowledge work organisations and it’s often quite surprising to them how much they can improve performance by just stopping making things worse. Of…
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Demand and Capacity Management of Remote Working Teams in the “Post Covid” Era
Revisiting proven management practices to drive efficiencies of remote teams. Managing the demand and capacity gaps in Service and Knowledge Work organizations is a big challenge when teams…