You Had One Job!
The Squawk Point - Service Improvement
by James Lawther
2w ago
Design Error I’m in the doghouse. Mrs Lawther asked me to do the washing whilst she was out. As I am a modern man and expect to do my bit, I was happy to comply with the request. Unfortunately, there was a complication. The washing included my wife’s very chic and expensive dress. Ordinarily, this is a hand-wash-only item, but Mrs Lawther assured me that putting it in with everything else in a “30oC Mixed Load” wash would be fine. It went into the washing machine with underwear, shirts, and my daughter’s school uniform. Two hours later, whilst I was relaxing and reading a book, my wife emptied ..read more
Visit website
The Power of Cooperation
The Squawk Point - Service Improvement
by James Lawther
1M ago
Koffie Met Slagroom Anyone? I went on holiday last month. No sun-soaked Caribbean beach for me. Instead, it was the joys of Northern Europe. It rained every single day and then the rain became stormy (you should experience the Rotterdam to Hull ferry in a force eight gale, it is a big boat but it does rock).  It wasn’t a dead loss though. I tried the gastronomic delights of the Netherlands (stroopwafels), Germany (currywurst) and Belgium (beer, plenty of it). Plus, can you imagine my puerile glee when I ordered a cup of coffee in Maastricht and was asked if I wanted it with “slagroom”? We ..read more
Visit website
A Very Public Screw Up
The Squawk Point - Service Improvement
by James Lawther
5M ago
Isolate the Problem, Not the Person At the Portuguese Grand Prix in 1991, Nigel Mansell, driving for the Williams-Renault team, was in first place as he pulled in for a pit stop. What should have been a slick sub-eight-second refuel and tyre change became a farce. As Mansell sped away from the pits, the wheel fell off, literally. People scurried out of the way to avoid being flattened by the tyre as it bounced along the pit lane into neighbouring crews. By the time the Williams team had rectified the situation, replacing the wheel outside the pit box (violating all the rules), Mansell had fall ..read more
Visit website
Take Me To Your Leader!
The Squawk Point - Service Improvement
by James Lawther
7M ago
Leadership Versus Management Fashions change, over the past twenty years we have stopped valuing management and started to value leadership. In an effort to promote leadership, businesses around the country have rechristend their “senior management teams” as “senior leadership teams”. I even worked for an organisation that insisted that all managers were called leaders, presumably in the vain hope that it would improve business results. It wasn’t the most successful change initiative I have ever seen. Claiming to be a manager is passé, being a leader is much more 21st century. Would you rather ..read more
Visit website
Long-Term Strategy
The Squawk Point - Service Improvement
by James Lawther
1y ago
Playing the Long Game If there is one company that epitomises long-term strategy, it is Amazon. On May 15th 1997, Amazon sold shares to the public for the first time. They were priced at $18 per share. Later that year, alongside their first annual report Jeff Bezos wrote a letter to Shareholders. That letter was entitled “It’s All About the Long Term.” In that letter, Mr Bezos wrote a lot of interesting things, but a few of the phrases stick out: “We believe that a fundamental measure of our success will be the shareholder value we create over the long term.” “Because of our emphasis on the l ..read more
Visit website
The Planning Fallacy
The Squawk Point - Service Improvement
by James Lawther
1y ago
The Sydney Opera House Perhaps the most famous example of the planning fallacy is the Sydney Opera House. Located on Bennelong Point on the banks of Sydney Harbour in New South Wales, the Opera House was designed by the Danish architect Jørn Utzon and opened to the public in 1973. It is one of the world’s most recognisable buildings. Every year the Opera House hosts over 1,500 performances, and more than 1.2 million people visit. In 2007 it was declared a UNESCO World Heritage site, putting it in the same league as the Taj Mahal, the Acropolis and the Great Pyramids. The building is regarded a ..read more
Visit website
What Is a Balanced Scorecard?
The Squawk Point - Service Improvement
by James Lawther
1y ago
Dull but Important What Is a Balanced Scorecard? That is not an exciting question. So let me try and give you a compelling answer. A Small Problem With the Exhaust In December 2017, Oliver Schmidt, a General Manager for Volkswagen, was sentenced to seven years in prison and fined $400,000. He had been on holiday and was flying back to his home in Germany when federal agents arrested him in the men’s room at Florida airport. Schmidt had been the senior executive at Volkswagen’s engineering and environmental office in Michigan, where he was responsible for the VWs emissions programme. He was fou ..read more
Visit website
If You Can’t Measure It, You Can’t Manage It
The Squawk Point - Service Improvement
by James Lawther
1y ago
Unhelpful Statements One of Peter Drucker’s maxims was “if you can’t measure it, you can’t manage it”. I have lots of sympathy for the statement. If you aren’t measuring performance, you can’t see if it is getting better or worse; if you don’t know if it is getting better or worse, you aren’t managing it. I like a robust argument. But it only takes you so far. Table Stakes Measuring is only the start. How should you use the measure once you have it? What did Peter Drucker mean by “manage”? There are two options (and plenty of shades of grey). Option 1: Use the Measure for C ..read more
Visit website
Efficiency versus Effectiveness
The Squawk Point - Service Improvement
by James Lawther
1y ago
Quality Problems How do you define efficiency versus effectiveness? If you google “Tesla build quality“, you will uncover a mountain of complaints and dissatisfaction. [There] are problems with the rear-view mirrors, trim pieces, uneven panel gaps, sun visors, top halves, and rubber seals. ~ autoevolution.com Tesla has long been known to have issues with quality control, especially when new models are launched. ~ businessinsider.com Tesla’s public image has been plagued by build-quality issues in recent years ~ Autocar.co.uk People are right to complain. The cheapest ..read more
Visit website
Operational Controls
The Squawk Point - Service Improvement
by James Lawther
1y ago
Operational Controls are Worthless if They Aren’t Maintained At approximately 5 pm on Monday 22nd June 2009, a Washington Metro train heading towards Shady Grove smashed into the rear of the train ahead of it. The Automatic Train Control system had instructed the train to travel at full speed (55 mph). When the driver of the moving train, Jeanice McMillan, saw the stationary carriages ahead, she applied the emergency breaks, but it was too late to avoid the crash.  Within twenty minutes, rescuers had arrived on the scene. The front carriage of the moving train had climbed over the back of ..read more
Visit website

Follow The Squawk Point - Service Improvement on FeedSpot

Continue with Google
Continue with Apple
OR