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
Tag Archives: customers
A room without a view
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
Say cheese, but don’t smile
This blog post owes a debt to John Seddon’s excellent tale about chicken wings on the new Vanguard website. The reason for writing this is that, whilst in Pizza Express the other night, I found myself in exactly the same situation that Seddon outlined. Let me explain… Continue reading
Little Boxes Pt2 – Jigsaws Are Better
In part one of this blog, I concluded that repairs scheduling is fundamentally flawed. Maintenance companies try to shoehorn irregular shaped jobs into nice, standardised boxes and it leads to appointments being missed and repairs left unfinished. The company wants its’ customers to be compliant and flexible, but customers need the opposite to be true. So how do we fix the system? Continue reading
Little Boxes – a blog of two halves
The boxes you see below were a feature of all repairs services throughout the country in the last decade. As it happens, the photo was taken earlier this year, proving that they are alive and well in many services. Continue reading
Battleships
The recent blog by Systems Thinking For Girls about the Corporate Shame Avoidance Scheme brought back some exciting memories of pre-meetings and shame avoidance tactics we engaged in as repairs contractors in the Public Sector. Continue reading
Run for the hills; it’s Lean and Investors in People!
Two, true tales from the coalface today; Little Miss Lean and Mr IiP. Continue reading
Tales from the Private Sector; the rush to get the figures out
Month end is the dread of every finance department. The pressure is always on to “get the figures out”. The figures are normally based on monthly management accounts and contain some sort of variation on the “this month/year to date/same period last year” type analysis. For most companies, they are the single most important measure of performance and the only ones that are discussed consistently at every senior management meeting. They are also the only measure that financial backers tend to care about. Coincidence? Continue reading
Office Politics
Are you a Manager? Are you reading this in the comfort of your own office? Your very own office? Well done! Having your own office is important; it lets everyone else know that you are important and these things matter to us. Continue reading
I keep on knocking but I can’t get in
If you were running a repairs service, how many times out of 100 would you expect someone to be in when you knocked on the door? You would want to get as close to 100 as possible wouldn’t you, as missed appointments waste time for your highly skilled tradespeople. Continue reading