This is the blog of Ronald Bartels that wanders on and off the subject of problem management (that is how it started), but it is best described by Ray who says this is Daddy's thoughts! Like the best music is from the Eighties and a wee dram helps in solving most inconveniences.
Maximizing opportunities (going the extra mile to make a profit)
One day the company decided on a turn around strategy which was to
increase sales and cut costs. The strategy did not work. All that
happened is that support staff were laid off and more sales people hired
instead. The customers, however, became disillusioned because the
service deteriorated. Then there was the infamous cost saving stunt of
no more water coolers or Ricoffy. (Ricoffy is the low cost instant brand
for Nescafe Coffee).