Category Archives: Delivering Services

How to deliver world class services

Technology vs. Outsourcing: How Four Job Positions Evolved

Posted on September 16, 2011 by Chris Niccolls

Outsourcing is a tool for getting work done, especially when you just don’t have the skills or the management bandwidth to do the work yourself. Outsourcing is often chosen because it can significantly reduce cost, either through more efficient processes … Continue reading →

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How Do I Develop A Simple Outsourcing Plan?

Posted on September 14, 2011 by Chris Niccolls

A lot of discussions about outsourcing in the media make it appear complex, but it’s really quite simple. In fact, it’s so simple that you probably began “outsourcing” work at home before this became a trend at work. At home, … Continue reading →

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Which Location Is the “Best Buy” For Outsourcing?

Posted on September 9, 2011 by Chris Niccolls

Not too long ago, the outsourcing of corporate office jobs was synonymous with India. Big news stories showed example after example of work successfully outsourced to India, yielding enormous savings.  Years ago, when IBM was the biggest and most recognizable … Continue reading →

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How To Talk To Your Outsourcer

Posted on September 7, 2011 by Chris Niccolls

Outsourcing is a committed relationship. You have to work closely with the account manager at your outsourcer. Like every other committed relationship, you need to communicate with your partner. However, also like every other committed relationship, quality communication is very … Continue reading →

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4th Sigma: How To Listen When The Client Is Silent

Posted on September 5, 2011 by Chris Niccolls

If you’ve been following this Blog, you know that we have been discussing variability: how the products and services we provide can be better or worse at any given moment. We then created a tool for identifying and quantifying the … Continue reading →

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When Is Disaster a Disaster? Understanding Trigger Events…

Posted on August 30, 2011 by Chris Niccolls

I’ve worked with a lot of firms on disaster plans. And I mean A LOT of firms. Some firms have built truly excellent disaster plans, but very few have built good triggers for their disaster plans. I’ve seen controls to … Continue reading →

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Blue Skies, Black Swans and Backup Plans

Posted on August 28, 2011 by Chris Niccolls

As Hurricane Irene passes through lower Manhattan, there is  a tinge of panic but not the full-on disaster that has been expected. Wall  Street will be a bit mussed up, but open for business on Monday. For many in New … Continue reading →

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4th Sigma: P Charts Made Simple

Posted on August 27, 2011 by Chris Niccolls

It’s been a while since we spent any time on the 4th Sigma, so let’s take a few minutes today and talk about using the 4th Sigma process to address some problems in your operation. If you’re a regular reader, … Continue reading →

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How Modern Guns Conquered The Old West

Posted on August 1, 2011 by Chris Niccolls

No single story defines America’s Old West. Instead it is a series of individual stories… Big stories about Big characters doing big things. Usually with big guns. The West and the Gun are inseparable. “God didn’t make men equal Smith and … Continue reading →

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It’s Summer, It’s Hot And It’s Time For The Crazy Season!

Posted on July 18, 2011 by Chris Niccolls

Boy Is it hot outside! OK, it’s the summer and the summer is supposed to be hot, but 2011 looks like it’s going to be a sizzler this year in New York! When the heat goes up, that’s when we … Continue reading →

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