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Time to raise your game?

Posted by Emily Mason on July 15, 2014

As I write this, Brazil has been trounced by Germany in the Football World Cup, and the Netherlands have lost on penalties to Argentina. Sadly, England’s participation seems a distant memory!

By now, it will all be over. The bitter experience that is the 3rd and 4th place play-off, plus the final itself. And that means the soul searching about what went wrong - and to a lesser extent what went right - in each team’s performance will be underway. In this example, that will be happening all over the world too.

Each will be trying to ‘turn negatives into positives’ and ‘learn lessons’ in order to be better in future tournaments. Do you do similar post-mortems into your teams’ performance? I guess you do. Maybe, you don’t call it that, but reviewing results and planning changes is an integral part of the management process and critical to maintaining or improving your competitive position.

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“Hello Service, my old friend”

Posted by Emily Mason on July 9, 2014

I met with an old friend of mine over the weekend for a much needed catch up. When I asked him how work was going, he launched enthusiastically into the story of the last few months. He works as a service manager for an air conditioning company, which he loves.

“So how come things are so great?” I asked.

“Well it all started a couple of years back…” he replied, going into detail about how he watched the business he adores losing customers day after day through ineffective and inefficient (ultimately bad) service.

“I’d set about finding out how we could improve the way we worked” he explained. “For starters, service is a real-time business - knowing what our workers were doing days or weeks after it happened was just no longer good enough.”

At this point I was intrigued to know why that was.

“Take last Tuesday for example” he said, “one of my guys was called out to a priority 1 call. En-route, he hit heavy traffic from a motorway diversion, and wouldn’t have made the call within the set SLAs. I re-allocated him another job and sent a different engineer who could meet the SLAs.”

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