Category Archives: Delivering Services

How to deliver world class services

Projects Of The Living Dead!

Posted on March 14, 2011 by Chris Niccolls

I just can’t take another vampire movie. When did Vampires stop being spirits of the damned and become moody teenagers? True, hanging out with the cast of Twilight is pretty close to being damned, but without the pleasant brimstone aroma therapy. Give … Continue reading →

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Don’t Look Now!

Posted on March 12, 2011 by Chris Niccolls

One final lesson from “Freakonomics”, and then we’re done with Sumo wrestling. In the last post, we chatted about Sumo wrestlers who lost matches to help fellow wrestlers. The Japanese didn’t believe that Sumo wrestlers could cheat. Betraying their profession, … Continue reading →

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Win, Lose or Cheat!

Posted on March 9, 2011 by Chris Niccolls

If you’re setting up a system to track metrics, a big question is, “Will the people who are responsible for collecting the numbers do the job honestly and competently?” It’s a good question. I think in almost any situation, especially … Continue reading →

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Not All Numbers Are Equal!

Posted on March 7, 2011 by Chris Niccolls

Managers that have moved away from management by instinct to management by metrics are often frustrated by the strange quirks and illogical results they get from their management reports. This can be terribly frustrating, because it takes a lot of … Continue reading →

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The Game Of Numbers

Posted on March 3, 2011 by Chris Niccolls

A lot of managers I speak with tell me that they haven’t yet set up the metrics and tracking systems that they need. Have you developed all the metrics you need? Does every product and service you produce have numbers … Continue reading →

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God Bless You…Google?

Posted on February 21, 2011 by Chris Niccolls

Over the last decade or more, there was a big movement towards capturing and standardizing internal data in all service groups. As professional managers, we’re all learning to make better use of data to manage our workers and their work product. … Continue reading →

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MyTouch Me Not!

Posted on February 15, 2011 by Chris Niccolls

A friend of mine launched the bricks-and-mortar part of her cupcake business on this Valentine’s day. The brand, Mrs. Cupcake, is selling out of an Irish bar on Murray Street, near City Hall. Cupcakes and an Irish bar are an … Continue reading →

Posted in Decision Making, Delivering Services | 1 Comment

Tales From The Vault…

Posted on February 2, 2011 by Chris Niccolls

Tales from the Vault… Over at the Vault.com, there was an interesting write-up this week… “The Five Fastest Declining Industries for 2011”.  What interested me the most was the decline in ”Office and Administrative Support”.  OK, technically this is probably a … Continue reading →

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