-
- 445,859 views
Search me!
Click-a-month!
-
Here’s What You’ve Missed!
- So long, and thanks for all the fish
- How soon is now?
- The Kung Fu Panda principle.
- 3 reasons why I hate pretty graphs
- How to make the world seem REEAAALLLY BOORRRIIIING
- The 2,500 year old lesson everybody ignores cos it’s too hard
- I am a police officer.
- When is a team meeting NOT a team meeting?
- Folk management
- Double Trouble
- Toads
- WANTED: systemsy stuff to cheer me up
- The secret management model that must not be named
- Why WIFFY’s are bad and to be squashed at birth
- First they came for the desks, and nobody said NUFFINK
- Vanity of vanities, all is vanity OR Why webstats don’t exist
- One more time… Why values are a pile of cobbler’s
- How i learned to skip with Toyota
- The man who mistook his wife for an actual change in performance
- There are only 6 graphs you’ll ever see on a performance report and they’re all rubbish. Here they are.
- If it’s too complicated to understand it’s probably total nonsense
- Can you count up to 8?
- I am totally positive
- I am totally negative
- Thor describes my purpose
- I openly mock Myers Briggs, but an INTP would do
- The Law Of The Instrument
- Reality has a liberal bias
- Why killing Sweat Angels is the most valuable work I do all day
- Cloud cuckoo-land
- Dear Santa, All I want for Christmas is a pony
- One weird trick to design your organisation, in one easy step! (Management consultants will HATE you!)
- The Varieties of Human Work
- There really is only one test!
- The Curious Case Of The Chart That Didn’t Bark In The Night
- Looking good, Billy Ray!
- Computers are weird
- We’re number 2! We’re number 2! Yay us! Now who’s US exactly?
- I am an average employee
- How to be hopelessly untrendy
- Why you SHOULDN’T try to improve performance measures!
- The sun is in Uranus
- Lean, ISO and 6 Sigma all walk into a bar. Hilarity ensues.
- Three Reasons Why National Customer Service Week Is Rubbish! Again!
- What’s the purpose of a-SHUT UP AND TAKE MY MONEY!
- How to have an organisational detox!
- Your job is not what you think it is
- This mug cost £224,000,000
- Wanted: idle, indifferent and irresponsible staff for absurd work.
- You are no Daniel Kahneman, sir, and I would have you unhand me before I call the gendarmie
- all wrong change clarity of purpose command and control communication customer data deming experiment human brains are weird information knowledge leadership learning me doing it plans plausible but untrue psychology public sector purpose questions statistics systems thinking systems thinking in housing benefits systemz comix targets thinking Uncategorized vanguard method very short posts
-
- 95% system 5% individual
- all wrong
- appraisals
- ashbys law
- benchmarking
- blogging
- Call centres
- change
- chris argyris
- clarity of purpose
- cognitive bias
- Command and control
- command and control thinking
- communication
- control charts
- customer
- customer service
- daniel kahneman
- Data
- defensive culture
- deming
- documents
- don't let the bastards grind you down
- double loop learning
- engagement
- Experiment
- failure demand
- Flow
- get knowledge
- IT
- John Seddon
- kittens are evil
- leaders
- lean
- lean thinking
- learning
- local authority
- made to stick
- measures
- meetings
- motivation
- nassim taleb
- OBA
- Ofsted
- performance management
- performance reports
- Perspectives
- policy officer
- posiwid
- prince2
- psychology
- public sector
- purpose
- questions
- reports
- sethgodin
- Seth Godin
- signal and noise
- single loop learning
- some people hate systems thinking
- statistics
- systems thinking
- systems thinking fundamentals
- systemz comix
- targets
- teams
- theory
- Thinking
- thinking not tools
- thinking system performance
- value
- Vanguard method
- variation
- Very short posts
- Zombie Deming
Tag Archives: customer service
Three Reasons Why National Customer Service Week Is Rubbish! Again!
Balloons! Oh Christ no…..that means it’s National Customer Service Week! Again! As this mistake is repeated every year, I’ve decided to start repeating the exact same blog post I first did two years ago. So, here again is Three Reasons Why … Continue reading
Posted in all wrong, customer, systems thinking
Tagged all wrong, customer service, fancy dress, staff engagement, systems thinking
3 Comments
Service Level Agreement- 3 little lies
A Service Level Agreement sounds so reasonable. Eminently reasonable. It sets out explicitly what will be done for a customer. A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user … Continue reading
3 reasons why National Customer Service Week is rubbish
It’s National Customer Service Week! Celebrate! Here at ThinkPurpose we love customers so we’d like to tell you about a fantastic event dedicated to improving service for the customer. Set up by the Institute [fancy!] of Customer Service … Continue reading
Posted in customer, plausible but untrue, systems thinking, vanguard method
Tagged customer service, systems thinking
5 Comments
How to spot when you are getting poor customer service
There is one foolproof method to spot when you are getting terrible customer service… You have to give GREAT customer service I often have to ring a helpdesk for some assistance, that is so poor that I have to make sure … Continue reading
