ByMatthew Arnold
It’s easy to walk into a large contact centre or processing office and see lots of people, head-sets on or working from screens – all looking busy – but are they really being effective…? But take a closer look, and it doesn’t always look so rosy. Without purpose, you can very quickly find yourself, and…
ByMatthew Arnold
My last two posts have been about queues – I promise, this will be last one about queues for a while….! This one goes back a few years, but I see it time and again, in offices, contact centres, post offices, coffee shops… I was helping a council with their Housing Benefits claims, and spending…
ByMatthew Arnold
In my last blog, I discussed the queuing issue at low-cost supermarkets, and mentioned the difference between the way Starbucks and Caffe Nero make your coffee order. Did you spot the difference the last time you were in? As I mentioned before, if you wonder in without looking, you’ll come out a few minutes later…
ByMatthew Arnold
For years (centuries?) there have been boundary issues, discussions and disputes between parishes, districts, boroughs and counties. Where are the lines to be drawn, and who takes responsibility? Each political area then has its own structure of management – and in most cases consists of: unpaid political leaders and members to give the strategic direction…
ByMatthew Arnold
Housing managers need to think carefully about whether outsourcing will actually solve their problems – or whether it could exacerbate it. Link to Guardian article From: The Guardian