Comments for Worth Solutions http://worthsolutions.com Improve service to cut costs Fri, 20 Apr 2012 15:14:07 +0000 hourly 1 http://wordpress.org/?v=3.3.2 Comment on Worst call centre in Britain? by David Mackay http://worthsolutions.com/blog/2010/04/worst-call-centre-in-britain/comment-page-1/#comment-181 David Mackay Fri, 20 Apr 2012 15:14:07 +0000 http://worthsolutions.com/blog/2010/04/worst-call-centre-in-britain/#comment-181 I totally agree good and informative post. I believe a big part of success is creating the best working environment positive and embracing the company and client's culture. Building a working environment that the whole workforce can be proud of. I totally agree good and informative post. I believe a big part of success is creating the best working environment positive and embracing the company and client’s culture. Building a working environment that the whole workforce can be proud of.

]]> Comment on Worst call centre in Britain? by Peter Davies http://worthsolutions.com/blog/2010/04/worst-call-centre-in-britain/comment-page-1/#comment-169 Peter Davies Fri, 30 Dec 2011 11:03:04 +0000 http://worthsolutions.com/blog/2010/04/worst-call-centre-in-britain/#comment-169 I absolutely agree that the more integrated you can make your 'call centres', the better. Ideally, taking calls would simply be a part of a normal employee's job, when it was relevant to what they were doing, but unfortunately that is all but impossible to organise. Great blog! ~Peter Davies I absolutely agree that the more integrated you can make your ‘call centres’, the better. Ideally, taking calls would simply be a part of a normal employee’s job, when it was relevant to what they were doing, but unfortunately that is all but impossible to organise.

Great blog!

~Peter Davies

]]> Comment on Indiana Lansley and the 18-week NHS target by Helen Jackson http://worthsolutions.com/blog/2011/11/indiana-lansley-and-the-18-week-nhs-target/comment-page-1/#comment-135 Helen Jackson Fri, 18 Nov 2011 15:44:04 +0000 http://worthsolutions.com/?p=610#comment-135 Phrases along the lines of "..be careful what you wish for..", and "..people will chase what they are measured on.." spring to mind. Excellent blog with two really critical messages from a Lean perspective. 1.Unless you measure the whole process from the cutomer's viewpoint, not just one aspect of the process, you are unlikely to achieve a sustainable and satisfactory outcome. 2.If you don't measure anything you will achieve chaos (however, even that is better than measuring the wrong thing, which gives you expensive chaos!!). Phrases along the lines of “..be careful what you wish for..”, and “..people will chase what they are measured on..” spring to mind.

Excellent blog with two really critical messages from a Lean perspective. 1.Unless you measure the whole process from the cutomer’s viewpoint, not just one aspect of the process, you are unlikely to achieve a sustainable and satisfactory outcome. 2.If you don’t measure anything you will achieve chaos (however, even that is better than measuring the wrong thing, which gives you expensive chaos!!).

]]> Comment on Why do NHS managers want to keep targets? by glynlumley http://worthsolutions.com/blog/2010/07/why-do-nhs-managers-want-to-keep-targets/comment-page-1/#comment-103 glynlumley Fri, 02 Jul 2010 13:51:51 +0000 http://worthsolutions.com/?p=500#comment-103 Excellent post Rob I wonder if managers cling to targets because they know no alternative method? No-one has shown them what an understanding of systems and why works varies can achieve. Glyn Excellent post Rob

I wonder if managers cling to targets because they know no alternative method? No-one has shown them what an understanding of systems and why works varies can achieve.

Glyn

]]> Comment on Why do NHS managers want to keep targets? by Jon Harvey http://worthsolutions.com/blog/2010/07/why-do-nhs-managers-want-to-keep-targets/comment-page-1/#comment-102 Jon Harvey Fri, 02 Jul 2010 09:15:21 +0000 http://worthsolutions.com/?p=500#comment-102 Totally agree - we need a bonfire of the targets. My thoughts are here: http://jonharveyassociates.blogspot.com/2009/07/bonfire-of-targets.html Lets keep campaigning to turn the clock forward! Totally agree – we need a bonfire of the targets. My thoughts are here: http://jonharveyassociates.blogspot.com/2009/07/bonfire-of-targets.html

Lets keep campaigning to turn the clock forward!

]]> Comment on Outsourced call centre rethink by JM Raventos http://worthsolutions.com/blog/2010/06/outsourced-call-centre-rethink/comment-page-1/#comment-97 JM Raventos Mon, 28 Jun 2010 20:30:35 +0000 http://worthsolutions.com/?p=485#comment-97 Good post Rob!!! It comes to my mind when working a in a large rent-a-car company we had 80 people in a service center dealing with customer complaints. The agents were people that have never been working in operations and therefore know nothing about the processes. Curiously the objetives were to push agents to attend more customers at hour (productivity). Nobody did anything to try to focus on the reasons why the customer complain. And it was a USA company with a huge management prestige !!! Crazy !!! Good post Rob!!!
It comes to my mind when working a in a large rent-a-car company we had 80 people in a service center dealing with customer complaints. The agents were people that have never been working in operations and therefore know nothing about the processes. Curiously the objetives were to push agents to attend more customers at hour (productivity). Nobody did anything to try to focus on the reasons why the customer complain. And it was a USA company with a huge management prestige !!! Crazy !!!

]]> Comment on Why performance related pay is bad for the public sector by glynlumley http://worthsolutions.com/blog/2010/06/why-performance-related-pay-is-bad-for-the-public-sector/comment-page-1/#comment-86 glynlumley Mon, 21 Jun 2010 15:06:38 +0000 http://worthsolutions.com/?p=479#comment-86 Thanks Rob for highlighting my blog post. Of course, I agree with your #11 (and #12, #13 etc. if you wished to add to the list) Kind regards Glyn Thanks Rob for highlighting my blog post.

Of course, I agree with your #11 (and #12, #13 etc. if you wished to add to the list)

Kind regards

Glyn

]]> Comment on Local Gov Camp Review – Part Two by JM Raventos http://worthsolutions.com/blog/2010/06/local-gov-camp-review-part-two/comment-page-1/#comment-70 JM Raventos Sun, 13 Jun 2010 11:41:01 +0000 http://worthsolutions.com/?p=418#comment-70 Hi Rob: Thanks for your both post. It is really encouraging to see that in the UK you currently have this kind of meetings and discussions. We miss this in Spain. Here thinks are very different, local authorities don't care about what citizens want or expected from them. Their vision is exclusively inside-out. There is a long way here to change the mindset and behaviour in the public sector. Hopefully this crisis times would help in the change. Regards Jose Hi Rob: Thanks for your both post. It is really encouraging to see that in the UK you currently have this kind of meetings and discussions. We miss this in Spain. Here thinks are very different, local authorities don’t care about what citizens want or expected from them. Their vision is exclusively inside-out. There is a long way here to change the mindset and behaviour in the public sector. Hopefully this crisis times would help in the change.
Regards
Jose

]]> Comment on Local Gov Camp Review – Part One by Rob Worth http://worthsolutions.com/blog/2010/06/local-gov-camp-review-part-one/comment-page-1/#comment-69 Rob Worth Sun, 13 Jun 2010 09:56:23 +0000 http://worthsolutions.com/?p=411#comment-69 Karl, The software they were talking about is called Socialtext. I had just been reading about it in Wikinomics. Then when I got home, turned the page to start a new chapter it was titled 'Enterprise 2.0'. They did say that in one place that had tried something similar that they had cut email by 90%. Rob Karl,

The software they were talking about is called Socialtext. I had just been reading about it in Wikinomics. Then when I got home, turned the page to start a new chapter it was titled ‘Enterprise 2.0′. They did say that in one place that had tried something similar that they had cut email by 90%.

Rob

]]> Comment on Local Gov Camp Review – Part One by Karl Wilding http://worthsolutions.com/blog/2010/06/local-gov-camp-review-part-one/comment-page-1/#comment-68 Karl Wilding Sun, 13 Jun 2010 09:28:39 +0000 http://worthsolutions.com/?p=411#comment-68 Rob - the second point about "social networking software onto a council’s internal network to give them functionality equivalent to Twitter, Facebook, Wikipedia and instant messaging all in one" sounds really interesting (and a solution to email overload too?) What sort of software is that? Rob – the second point about “social networking software onto a council’s internal network to give them functionality equivalent to Twitter, Facebook, Wikipedia and instant messaging all in one” sounds really interesting (and a solution to email overload too?)

What sort of software is that?

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