Personas have become ubiquitous in many organisations, and are typically used as part of the digital development cycle and latterly transformation programs. Project Managers and interventionists come across this tool more frequently and since 2010 I have seen them used in six different public, private and third sector organisations. For some time I have wanted to do a little … [Read more...] about Reflecting upon Personas
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Designing and doing in a traditional programme environment
As services improvement specialists the ability to explore, understand and adapt to the different situations that we find is critical. And sometimes the pieces of work that we take-on are ‘make it happen’ tasks in traditional project and programme environments. Intended outcomes have been specified and work has been broken-down and packaged-up as part of a large program, with … [Read more...] about Designing and doing in a traditional programme environment
Beyond Command and Control by John Seddon
If you are interested in profound thinking on transformation, change and improvement then I recommend John Seddon's ‘Beyond Command and Control’ (2019). And for those of you who have read the precursor 'Freedom from Command and Control' (2003), prepare to be surprised. This book marks a genuine departure in both tone and style and I believe it to be Seddon's best work. For its … [Read more...] about Beyond Command and Control by John Seddon
To understand effectiveness university leaders should study demand
One of the quickest ways for university leaders to understand the effectiveness of their services is to study demand. When done right, such studies will provide a student perspective that can act as a sophisticated way to reframe student services. Studying demand in a university As a consultant I conducted a demand analysis (adapted to meet constraints and to fit within … [Read more...] about To understand effectiveness university leaders should study demand
Consulting advice is serious business
Despite widespread humour about business consultants giving advice, it is a serious endeavour. Bad advice harms companies and livelihoods. I wanted to illustrate the mechanics of advice-giving with an example from internal consulting practice. A CIO asks for an opinion A Chief Information Officer (CIO) asked for advice during an IT development freeze. One team had … [Read more...] about Consulting advice is serious business