Archive...

• Quality – it’s good operations management

  Posted in Blog On May 17th, 2010

  The eg principles of operational management® recommend a balanced range of measures.  Wendy Jeavons, our Managing Director for eg’s South African operation based in Johannesburg, explains the need to maintain these in her Top ten tips for Team Leaders.

  As …

  Go

• Engaging Customer Service Teams

  Posted in Blog On March 19th, 2010

  We have looked at the development of objective measures to help deliver improved operational results.  The measures eg recommend cover a balance including; service, quality, risk, compliance, people skills, throughput and productivity.  The first step is to make sure you …

  Go

• People Make the Difference

  Posted in Blog On February 16th, 2010

  Previously we have looked at achieving the right balance to ensure:

  -          what gets measured gets managed and then….

  -          what gets measured gets better!

  Along the way, and with your help, we looked at the need for a balanced view of performance, …

  Go

• What’s measured gets better!

  Posted in Blog, Client, General, Operations Management On January 12th, 2010

  Last time (“You can’t measure my work” versus “What get’s measured get’s managed”) I looked at the tension between measuring variable processes and the value if you persevere in doing this.  It looks like I stirred up a hornet’s nest …

  Go

• “You can’t measure my work” and “What get’s measured get’s managed”

  Posted in Blog, Clients / Project information, Operations Management On November 3rd, 2009

  All those specialist case handlers, counter staff, underwriters, complaints specialists and more tell me that every work request is different.  When I ask if we can measure how long the task should take, the number there are or the result …

  Go