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
the Vanguard Method
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
Studying reveals the impact of incentives
This compilation on targets and other incentives and the second film from a sales environment was recorded between 2010 and 2013. All of the staff and managers had the opportunity to study and learn together to understand their service from the customer’s point of view. When they removed the targets, changed the design of the service and introduced better measures the … [Read more...] about Studying reveals the impact of incentives
Systems thinking in Lloyds bank
In this video Justin Watts (Head of Systems Thinking Lloyds Bank) talks about the application of systems thinking in banking. Justin highlights how traditional transformation approaches and the introduction of technology drove huge volumes of failure demand into their service centres. Now Lloyds advocates studying and learning before doing. Watching time: 8 minutes … [Read more...] about Systems thinking in Lloyds bank