Author Archives: peteralderliesten
Customers and Clients
The Eskimo’s have many different words for ice, since these differences are significant for them. Similarly, in customer service we make a distinction among end-users who (might) pay the customers who pay the client who pays the outsourcer, who responds … Continue reading
Scope, Date and Budget are Creepy things
Everybody who has ever had anything to do with project management knows ´scope creep´. Unfortunately, scope is not the only thing that can creep up. Scope creep Usually, scope creep occurs if specifications are unclear. In normal life one often … Continue reading
Fear, Hope and Satisfaction
Why project managers ride an emotional rollercoaster. Introduction A typical project manager does not only need to manage the rational parts of a project, but also be half a psychologist. Per phase she will need to address a different emotion … Continue reading
Follow the money!
When reviewing an operational department or company, one generally needs only nine numbers to assess where potential for improvement might exist. Number of hours paid The main cost component of a labor-intensive industry is – what a surprise – the … Continue reading
Tenure and capacity to change
Company size and tenure In smaller companies managers generally have longer tenure than in larger ones: an operational manager in a small production facility typically has little opportunity for horizontal diversification but joining another employer. Her colleague in a multinational … Continue reading
The Self-Service dilemma
In a typical boardroom, self-service is promoted as a great way to increase customer loyalty and to reduce costs. Strangely enough, in many cases customers are not picking it up as expected. How come? Introduction “Why outsource customer service to … Continue reading
A project plan for dummies
For those who are not in a position to follow complete Prince2, PMI or IPMA-certifications, here a quick and dirty introduction into the art of project management. Introduction In the basis, project management is just plain common sense. Whereas a … Continue reading
Feedback: ghost hunting vs. brutal honesty
Ghostbusters go mining for facts. Ghost hunting Many years ago, I was responsible for an international call center providing customer service in the name of high tech companies. One day, I came into the office a little late and found … Continue reading
Strike lessons Fraport
On February 21st 2014, security personnel on Frankfurt Airport striked. By chance, yours truly was right in the middle of this situation, and some obvious lessons became apparent. (Most important one: see previous blog) Background The trade Union Ver.di called … Continue reading
Customer co-created queues
How customers can help prevent the closure of their airport. Background On February 21st 2014, security personnel on Frankfurt Airport striked. The trade Union Ver.di called on 5,000 security staff to stop handling 150,000 passengers on a typical (busy) Friday. … Continue reading
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