New Website!

Our new website is now live.  Take a look www.tathamgroup.com and send us your feedback.

That’s Just The Way We Do Things Here

Check out this great blog post by Glenn Whitfield: Process Improvement – Been there, done that. Have you Really?  Couldn’t say it better ourselves.

Knowing Your Limits…What Do We Really Know?

By Doug Powell, Senior Vice President, Wachovia

The Customer: Part I of III

I enjoy working on my house.  This is a good thing because the person I bought it from (also the person who had it built and, I think, had a direct hand in many of the ‘finishing’ touches) only did about a C+ job on most of it.  I fully realize that this level of craftsmanship (yes, craftsmanS-H-I-P) ultimately allowed me to be able to afford my house on a new, single income, with little real equity, having just relocated after a career move.  Yet each time I get into a project, I inevitably find a lack of attention to detail that reminds me of why I have to redo the work myself, causes me to shake my head and utter the words “how in the world did he think this was quality work?”  As you have no doubt read elsewhere on this site, I have found a very stable process.

An Unnatural Switch

By John Munce, Deployment Executive, The Tatham Group

I’m a solution-ing hero from way back.  Even when I didn’t have a solution I was the first to hop up and lead the group to one – quickly.  My theory for why this was the right thing to do was simple:  (a) the solution couldn’t be that hard and (b) if it didn’t work we’d just do this again.  This way was successful – some of the time.  When I was asked to abandon this solution-ing method and replace it with a systematic problem solving method I had a very difficult time adjusting to the discipline and pace.

Error-Proofing Healthcare

Michael J. Tatham knows a thing or two about safety. As a pilot with over of forty years of experience and the owner of his own airplane, he has been in many dangerous situations. Yet each time he faces a critical scenario, he successfully pulls through by applying one simple principle: the principle of process. In the following story, Tatham recounts how process can improve safety in any industry.

“Three years ago, as part of the routine re-certification for all pilots, Transport Canada required me to put together a formal Safety Management System for operating my aircraft. The federal agency even withheld my private operators certificate until I could prove that I had implemented a system that passed their test. When they finally inspected my system, they said it was the best one they had ever seen submitted by a private pilot in Canada, and they issued my Private Operator Certificate immediately.

Failure IS An Option

By Laurie Clarke, Chief Operating Officer, The Tatham Group

“Success is going from failure to failure without loss of enthusiasm.” - Cliff Bleszenski’s

 “What a good workout!  You worked every muscle in your body to failure.”  These are the words of my personal trainer.  It’s 6:30am, I’m exhausted and aching everywhere.  “Why is this a good thing?”  She then goes on to explain that it is only when our muscles fail that a signal is sent to build them so that they can be stronger for next time.  Interesting.  I need to fail so that I can grow.

Listen. You’re Not Hearing Me.

By Michael Tatham Jr., President, The Tatham Group

Good morning. So and so speaking, how can I help you?

I have a problem with my wireless service. Insert any problem.

Can I have your account information?

Give account details.

Now, what was the problem you are having?

Restate problem.

I’m sorry I can’t help you.

Spend 30 minutes trying to convince them otherwise and when frustrated ask to speak to a manager.

Of course. One moment please.

Wait on hold for 20 minutes.

Good morning. So and so speaking, can I get your account information?

Restate account information.

How can I help you?

Restate problem.

I’m sorry I can’t help you.

This is a reasonable request. If you can’t help me I’m going to have to switch providers.

OK. Should we cancel your account or just suspend it until you get the same service elsewhere and come back to us?

If this is familiar to you, you must be Canadian and a victim of the RoBell dilemma.

(Re)Learning Habits

By Corina Wong, Order Fulfillment and Customer Service Representative, The Tatham Group

When I first started working at the Tatham Group, I didn’t really understand why everyone in this company seemed such a stickler for following process.

First, let me provide a bit of background: my job involves a variety of different tasks, including maintaining all inventory, creating sales brochures, and printing and laminating takeaway packages. So you can understand how grateful I was to have the Production Guide – a handy binder filled with detailed, step-by-step instructions on how to do each task.

My general approach to following instructions is to read it all over, understand the gist of it, and then go hands-on. I can’t speak for the wider population, but I do know that the majority of my family and friends take this approach as well, whether its setting up a new computer, building an Ikea desk, or even following a recipe.