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Operations isn’t just about ticking some boxes at minimum cost, customer experience is utterly key. What is it like to have a query? What is it like to place an order? What if there is a problem?

Look at everything from the customer’s point of view. Then design systems and processes, and people policies, around the objectives that you wish to meet. If you want every customer to be given Rolls-Royce service, you must have a pretty pleasant environment for your staff. If they are treated badly, they will hardly treat your customers well. Be close to your customers and know what they are thinking. Always be prepared to take calls from customers, even when they are angry. It’s an opportunity to learn.

In these sections we try to bear these principles in mind, while aiming to deliver the best service for the lowest cost.