Worse than the product

I have no particular company in mind but my experience of over a quarter of a century working in senior positions within IT has taught me one thing - IT companies often seem worse than the products they sell. Let me explain. How many times have you been in a sales or pre-sales meeting when … Continue reading Worse than the product

Rise to the challenge

This week is National Customer Services Week, or CSW, an opportunity to celebrate the relationship that all businesses have with their customers. I have been a member of the Institute of Customer Service for many years now and this week is one of the highlights of their calendar. More details can be found here. This … Continue reading Rise to the challenge

Less blood

Every so often I give blood.  It makes me feel like I am playing my part.  I have blogged about it several times as each time I go there is always some change.  They are undertaking a gradual redesign of the their process flow.  It is all Virginia Mason and the Toyota Production Model.  There … Continue reading Less blood

Bloody efficient

I give blood.  I do so out of a sense of civic responsibility though it could be because I am pompous and enjoy that feeling of self-righteous smug satisfaction.  I have a silver card which is somewhere between twenty five and forty nine donations. I don't think I'll ever get to eat at the Palace. … Continue reading Bloody efficient

Getting to be number one

I haven’t written about Andy Murray for a while.  There are many things I haven’t written about but I do have form on this one.  I first mentioned him back in October 2014 and he has made an infrequent yet regular appearance ever since. Now I know he is a bit Marmite.  Some people for … Continue reading Getting to be number one