December 2003
- Seddon shouldn’t turn up
- Why does service cost more
- Indian call centres eat our ‘muda’
- Step 1 is ‘get knowledge’
- The purpose of policing?
- How bad does it get?
- Feedback on the book
November 2003
- So how do you like the book?
- The man from the Audit Commission
- BSI must be desperate
- Managers fire the wrong people
- No need to cheat and lie
- The lean service machine
- I’ve never taught a tool in my life
- The Magician
October 2003
- Freedom from Command and Control
- The minister should be in the dock
- ISO 9000: the end is nigh
- NHS ‘Direct’?
- A visit to the Modernisation Agency
September 2003
- My new book: special offer to Newsletter readers
- We KNOW targets don’t work
- Stressed out
- Tony’s employment strategy
- More Six sigma feedback
- More on Intelligent management
August 2003
- Six sigma feedback
- ISO 9000 stalling in Japan
- No problems on the Japanese trains
- Health care set to go downhill in Germany
- The minister should change the measures
- Intelligent management?
- Lean Fundamentals – a new programme from Vanguard
July 2003
- How great was Jack?
- Did Jack ‘do’ six sigma?
- Call Centre NVQs
- The costs of poor service
- The Support Economy
- You have performed an illegal operation
- Seddon goes to Dublin
June 2003
- Six sigma feedback
- ISO 9000 stalling in Japan
- No problems on the Japanese trains
- Health care set to go downhill in Germany
- The minister should change the measures
- Intelligent management?
- Lean Fundamentals – a new programme from Vanguard
May 2003
- Regulation, regulation, regulation
- A lament on measurement
- Customer service?
- BSI and snakes
- BSI’s search for new markets
- The Case Against ISO 9000 – in Spanish
March 2003
- Leadership: we need some theory
- Ignoring variation
- Causing variation
- Getting out into the work
- Using measures that pass the test
- How not to do it