December 2001
- An apology to overseas readers
- Command and control is bad for your health
- Call Centre managers are not ready for systems thinking
- Health Service mania
- Seddon is silenced.. Oh really?
- Never mind the facts..
- ISO 9000 corruption in Japan
October 2001
- Service standards worsen service
- Management doesn’t make a difference – is management ‘MAD’?
- What stops management acting?
- Will Human Rights Act be the beginning of the end for ‘sweat shops’?
- Will call centres improve public services?
- Vanguard Network Day
- 2nd Lean Service Conference
September 2001
- Second Lean Service Conference
- CRM fails to deliver
- Local Authority misses the mark with CRM ‘solution’
- Audit Commission invites comments on modernising public services
- Vanguard Standard for Customer Contact Centres
- Vanguard events
August 2001
- Thoughts from the Umbrian countryside
- A Fireman writes
- Civil Service Master Classes
- Japan suffers under burden of ISO 9000
- Sizzling Summer offer
July 2001
- Should Ministers get out of management?
- Just one horrid example
- ICL Help Desk event
- Japanese book going a storm
- Sizzling Summer offer
June 2001
- Do American theories apply abroad?
- It’s NOT the people stupid!
- Your doctor is too busy
- Japan suffers as we did from ISO 9000
- ICL ‘Help Desk’ event
May 2001
- What value does top management add?
- Meetings – the great alternative to work
- Should ministers get out of management?
- More news from Japan
- New Best Value seminar
April 2001
- Best Value: bureaucracy as waste
- Minimal IT for maximum profit
- Performance without appraisal
- ISO 9000: 2000 help from Japan
- ‘The Case Against ISO 9000’ reviewed in Japan
- Stop the Call Centre standard
March 2001
- Does change take time?
- Best Value – there is a better way
- Can IT be made to compute?
- More Call Centre articles
- Steve Parry goes west
- ISO 9000: 2000 debates