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1. Introduction
2. Systems thinking for service centres
3. The present style of management
4. Command and control thinking
5. Sub-optimization of the process
6. The paradigm is the problem
7. Managers are focused on activity
8. First big mistake
9. Two types of demand
10. Second big mistake
11. Chart of John's calls per day
12. Chart of John's capability
13. Are we working on the 5% or the 95%?
14. Third big mistake
15. Only people can absorb variety
16. The command and control archetype
17. The systems thinking archetype
18. Changing management thinking (1)
19. Counter-intuitive ideas (1)
20. Purpose, measures, method
21. Counter-intuitive ideas (2)
22. The place to start is 'check'
23. The Vanguard model for 'check'
24. Avoiding the idea of best practice
25. Anything can be improved if you know how to look
26. Service differs from manufacturing
27. Purpose, measures, method (manufacturing)
28. Purpose, measures, method (service)
29. Watch out for the tool heads
30. It is a thinking thing
31. Changing management thinking (2)
32. The change starts with curiousity
33. Recommended books (1)
34. Recommended books (2)
35. Thank you

Topics Covered

• Systems thinking for service centers
• The present style of management
• The paradigm is the problem
• Two types of demand
• The command and control archetype
• The systems thinking archetype
• Changing management thinking
• Purpose, measures, method
• Best practice

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation
• Technology & Operations

Talk Citation

Publication History

• Published on April 16, 2009