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Category Archives: Improvement, Continuous or Not
Psychics Are Standing By To Install Your Laptop!
What do your clients really want from you? Sometimes a client will instruct you to do something, such as editing a document. When you fail to follow their instructions (because it violates a rule, such as English grammar) you can … Continue reading
The Truth About Six Sigma (Part II): Too Many Sigma’s Spoils The Service!
Where was I? Oh, now I remember! All the talk about Six Sigma… it’s the latest thing, it’s just a bunch of old techniques, it can perform miracles, it can do a lot of damage if you’re not careful. There’s … Continue reading
Posted in Best Practices, Decision Making, Delivering Services, Improvement, Continuous or Not, Unique Ideas
Tagged change, Improve, Measure, Metrics, Predict, Quality, Quantify, Six Sigma
2 Comments
Good News, We Have A Customer Complaint!
We’ve all had it hammered into us… improve services, eliminate complaints, make the customer happy. We all want to provide a service that makes our clients happy, and never receives a client complaint. If customer satisfaction has been your big … Continue reading
Is Quality Control A Waste of Time?
If we roll back the clock just a bit, the support services provided by most large corporations lacked any formal quality control. You had people who were dedicated to performing a function, but there wasn’t formal training or process controls. … Continue reading
Posted in Best Practices, Decision Making, Improvement, Continuous or Not, Learning and Development, Unique Ideas
Tagged change, Errors, Improve, Lean Sigma, Measure, Metrics, QC, Quality, Quantify, Reporting, Six Sigma, transform
1 Comment
Outsourcing Analysis Part III: Building Your Toolkit
For the last two blogs we have been building a tool to help you evaluate your current sourcing decisions, in other words where your staff resides and how they are employed (employees, temps, outsourced, etc.) to perform your business functions. … Continue reading
Outsourcing Analysis Part II: That’s My Core?
In our last Blog we talked about how we source for a function, which is to say the process of deciding (and executing) the “how and where” a function is performed. In the last few years the movement has been … Continue reading
Grime and Punishment: Why Best Practices Matter (Part II)
Yesterday we looked at CLI’s (Central Line Infections), a type of infection that results from the use of a Central line, the needle and flexible tube used to insert an intravenous drip bag. CLI’s are extremely dangerous and expensive, infecting … Continue reading
Tail Of The Dancing Rat: Exposing Services to User Scrutiny
Metrics are all around us, all the time. In fact, some of them are pervasive we forget that they’re metrics. 20 or 30 years ago, if you were in the mood for something to eat you might go to your … Continue reading
A Cloud Story II: Data With A Side of Miso Pork
Yesterday we spent some time going over a brief definition of the Cloud, some of its history and why everyone is scrambling to adopt Cloud services. Today, we’re going to take a practical look at what it means to the … Continue reading
Do Outsourcers Know What Time It Is?
Today, I was puttering around on the Internet, on a site that I frequently visit, Linked-In. I decided that I would take a look at their “Answers” section, which lists questions by members that other members are invited to answer. One of … Continue reading
Niccolls AND Dimes 