Operations
Ask at the moment, not at the end.
A survey nobody answers is worse than no survey: it produces a number that looks like evidence and is not.
· 4 min read · Visatory
Photograph by Dmytro Yarish on Unsplash.
News · Operations
The work between the enquiry and the offer.
Running the office between enquiry and offer: intake planning, checklists, sub-agent oversight and moving an agency off spreadsheets.
More on operations.
Operations
A complaint log is a product backlog.
The agencies with the fewest complaints on file are rarely the ones with the fewest complaints.
· 4 min read
Photograph by Dmytro Yarish on Unsplash.
Operations
A September intake is decided in January.
Everything that goes wrong in August was scheduled, or not scheduled, in February.
· 4 min read
Photograph by Safwan Mahmud on Unsplash.