Category Archives: Chap 02 Winning Customers

Budget v. Boutique – slugging it out in the gym sector

Interesting piece on Radio 4’s You and Yours this morning.  Apparently, according to Mintel, the sector is forecast to grow from £3 bn annual turnover now up to £4 bn by 2022.  But mid-market gym operators are suffering because they … Continue reading

Posted in Chap 02 Winning Customers, Sector: Entertainment & Sport | Tagged , , | Leave a comment

Operations Insight: The Model Group

I’m always on the look out for companies or organisations that are out of the mainstream, often making things that you’ve never thought of before.  So it is with The Model Group, who are specialists in making scale models.  Is … Continue reading

Posted in Chap 02 Winning Customers, Sector: Construction, Sector: Entertainment & Sport | Tagged | Leave a comment

Are smiley faces better than questions?

Long time followers of this blog will know that I am somewhat sceptical about the value, validity and reliability of customer satisfaction surveys.  David Eisen, in this blog on on the hotel management.net website, shares some of my concerns.  However … Continue reading

Posted in Chap 02 Winning Customers, Sector: Hospitality & Tourism | Tagged , | Leave a comment

Ryanair failing to deliver on its order qualifiers

Given that Ryanair’s current problems are clearly operational I feel obliged to blog about it.  But I’ll let the media analyse their all their woes, which seem to be getting worse on a daily basis.  The facet of the story … Continue reading

Posted in Chap 02 Winning Customers, Sector: Hospitality & Tourism | Tagged , | Leave a comment

Avid Hotels launched

IHG (Intercontinental Hotels Group) launched their new hotel brand two days ago, as their webpage explains.  They plan to open the first such property in 2018, and state that they have 150 potential franchisees lined up to adopt the brand. … Continue reading

Posted in Chap 02 Winning Customers, Sector: Hospitality & Tourism | Tagged , | Leave a comment

How to use “big data” to transform operations

Bernard Marr’s book ‘Big Data: Using smart big data, analytics and metrics to make better decisions and improve performance’ provides an in-depth analysis of this topic.  Rao (2016) provides an in-depth review which summarises the key elements of the text … Continue reading

Posted in Chap 02 Winning Customers | Tagged , , | Leave a comment

Adapting the in-house food experience for modern work practices

I’ve not blogged much about contract foodservice, but an article in July‘s EP Magazine (page 29) caught my eye.  Adrian Evans, Sodexo’s Transformation Director, is talking about how market research is applied to workplace restaurants.  This highlights one of the key issues relating … Continue reading

Posted in Chap 02 Winning Customers, Sector: Hospitality & Tourism | Tagged , , , , | Leave a comment

Operations Insight: Dixons Carphone fighting off Amazon

Over the last four years, Dixons Carphone have consolidated their 25% market share of the UK’s consumer electronics market.  This is despite the fact that across the retail sector, from grocery goods to fashion, online shopping has resulted in significant … Continue reading

Posted in Chap 02 Winning Customers, Chap 04 Location and design, Sector: Retail | Tagged , , | Leave a comment

Why operations are at the heart of any business strategy

I blog about operations.  But this has to be placed in the context of the overall strategy of the business or organisation conducting those operations.  So it’s worth now and again to ponder on strategy, and reflect on current thinking … Continue reading

Posted in Chap 02 Winning Customers, Chap 14 Operations strategy | Tagged , , , | Leave a comment

How selfies have boosted industry sales by £55 million – but which industry?

You’d think it was smart phone or social media companies that have gotten a boost from selfies wouldn’t you?  They probably have.  But this recent tweet from The Grocer caught my eye – ‘Cosmetic industry sales boosted by selfies’.  Of course, … Continue reading

Posted in Chap 02 Winning Customers, Sector: Retail | Tagged , | Leave a comment