Take this simple test to find out how good your organisation is at looking after its’ customers. Award yourself one point for each of these features that your organisation boasts: Continue reading
Recently, I was lucky enough to stay in a wonderful old house in France. You could actually feel the history in the place and it provided a wonderful setting for a break. What intrigued me about the house though were the furnishings that the owners had chosen to add. Some were beautiful antiques (don’t throw that ball in here kids!), which added to the grandness of the property. However, what fascinated me was the shear number of them. Continue reading
Thanks to @SimonJGuilfoyle for pointing out this fantastic good news story about record falls in the cost of our car insurance. You see, the AA tracks price changes in our insurance costs and publishes its’ findings in a lovely, quarterly report for us.
News agencies across the country have been frothing at the mouth over the possibility of a triple dip recession. I have puzzled over this term for a while now, as headline-friendly economic analysis uses the same old this quarter/last quarter, this year/last year comparatives that drive me nuts. What then, does the UK’s growth rate look like when you put it into time series SPC charts? Continue reading
An article in the Independent on Sunday reminded me of a nice little exercise we do to help people identify the difference between good and bad performance measures. Continue reading
Writing blogs on poor management of the NHS is like shooting the proverbial fish in the barrel, but two articles in the papers this weekend have raised the insanity levels higher than ever. The first piece brought forth the startling revelation that Jeremy Hunt wants to criminalise the gaming of targets Continue reading
Two observations this week have caused me to return to my favourite topic: home deliveries. Continue reading
Failure demand – caused by the failure to do something, or to do something right, from the customer’s perspective. What does that mean then? How about a hypothetical example to help me explain: Continue reading
It’s probably not a good idea to blog angry, but here goes.
This was supposed to be about my own recent experience of NHS treatment, but that blog is now on hold after I went to visit my Gran in hospital today. She’s 92 and was in reasonable health until recently. Yes she was frail and had suffered a couple of falls, but her underlying health was ok. She was admitted due to a chest infection. Much to my regret, I hadn’t seen her for a couple of months and I really wasn’t prepared for the sight that greeted me, as I barely recognised the person I saw. Continue reading