Service Performance


Why truth matters

By Duncan Troup on Monday, February 26th, 2018 in Lean and Agile, Service Performance, Transformation, Workforce Planning.

This week I attended the Australian Institute of Company Directors Governance Summit. It has been a fascinating experience at a number of levels – as a business owner, as a consumer of services, as member of society and as a leader in Australian industry. The question that keeps hitting me is about what is the […]

Quick Case in Design Thinking

By Duncan Troup on Friday, January 12th, 2018 in Product Design, Service Performance, Transformation.

I posted on linkedin earlier in the week and had a vent about the service I experienced at a major brand. That made me feel better (until I felt bad for the company) so I thought I would write a case on where I would start to fix the issue. below is the post from last […]

Quality is more than defects – think benefits vs risk vs agility vs speed

By Duncan Troup on Wednesday, August 16th, 2017 in Customer-centric Thinking, Lean and Agile, Product Design, Service Performance.

At Tingle Tree a key reference point is the economic cost of conformance model. Professor James Martin describes this as… “…the economic conformance level (ECL) is obtained where prevention and appraisal costs are equal to external and internal failure costs. Prevention and appraisal costs increase as the level of conformance quality increases.” In a recent […]

Strategic CRM for the Uni Sector – moving past B2C

By Duncan Troup on Sunday, July 16th, 2017 in Customer-centric Thinking, Product Design, Service Performance, Transformation.

It’s an exciting time for the university sector. With increasing competition and scrutiny on graduate outcomes, institutions need every point of difference to float to the top of a competitive market. CRM as a concept has been around for as long as enterprise IT has existed, but in the sector has typically focused on student […]

Why you should should align service measures to customer value!

By Duncan Troup on Tuesday, March 15th, 2016 in Service Performance.

Public Transport Victoria recently got pinged in the press for not aligning customer value to their service measures. By redirecting trains at the last stage of the journey through a shorter route they allegedly manipulated their punctuality figures to hide the lateness of services. By “measuring to impress” they have ending up in in a […]

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