Tag Archives: Reporting

The 4th Sigma: Is It Time to Rethink Six Sigma?


Over the past few months, I have been using this blog to collect information from different operational managers, especially IT managers because of the wide range of services they run. The subject has been, “How are you dealing with the … Continue reading

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100%, Guaranteed On-Time… Sort Of!


When I have discussions with my peers about the metrics they collect to run their operations, or at least measure how well their operations perform, the most confused and controversial metric is… On-Time-Delivery (OTD). Many operations feel that they have … Continue reading

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Variations On A Theme: Why Do I Need All This Math?


When you read about the different quality systems out there, you quickly hit the wall when they start throwing statistics at you. Once you move into the heavy math, the interesting idea start to look like a very complicated and … Continue reading

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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

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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

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Outsourcing Analysis Part I: How Far Out Do You Outsource?


Everyone talks about Outsourcing, but much of the time the talk seems to treat all Outsourcing as the same, with teh assumption that all projects end up with everyone working in a call center in India. Outsourcing predates India and predates “offshoring”. In fact, on of the … Continue reading

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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

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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

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When Outsourcing Is Mature…


In the last post we talked about where outsourcing is headed for firms that have reached a “mature” stage. That is to say, if you operate out of one or more lower cost locations, all of which passed their “training” … Continue reading

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What To Expect in 2011 Outsourcing…


Without getting too philosophical about it, what’s next depends on what’s already happened at your firm. Since every firm is in a different place, from those who are just dipping their toes for the first time to those who have … Continue reading

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