The CCA ‘best practice’ Standard is far from best practice. It reinforces the ‘sweat shop’ paradigm, it will provide no guarantees of worth to customers and it will ensure all users run sub-optimal call centres.
Here is Vanguard’s critique of the standard, written by John Seddon in June 2005.
Listen to Chapter 1 of John Seddon’s latest book ‘Beyond Command and Control’ to find out what the biggest problem is with command and control management.
Understanding the impact of command and control thinking on the performance of a system requires the adoption of a different perspective; to put on a different pair of glasses to see things that were previously invisible and make connections between things that were previously disconnected. Vanguard’s Ali Kerr talks through this framework of Purpose Measures Method using a case study.
Listen to John Seddon questioned by a panel about his views on targets for BBC Radio 4’s Moral Maze. The topic under discussion is whether an intelligent person would be moral if they were not compelled to be so.
First broadcast in 2013, the programme is just as relevant today, as targets remain a feature of organisational life across the service industry, notably in finance, the NHS and call centres.
This podcast, from June 2020, is about demand. John Seddon explains :
why knowledge about demand in service organisations is a big lever, and
how to act on demand once you understand the nature of demand coming from your customers.
Vanguard’s Toby Rubbra talks through the Vanguard Model for Check. This is a heuristic framework that will enable you to make visible and empirical connections between the current thinking and assumptions, how this drives the design of work and its management, and in turn impacts on performance.
