Tactics to develop an outside-in, systemic, perspective
| Ideas to explore | Some basics on purpose, failure demand and more |
| Understanding your organisation as a system | Introductory concepts for understanding service organisations as systems |
| Becoming customer driven | Thinking outside-in: seeing the opportunity |
| Learning from variation | Measures that help you learn and improve |
| Do you have a theory? | Theory and knowledge as essential for effective change |
| John Seddon wants you to cheat | Why giving customers what they want is not heretical |
| Measurement | Changing thinking about measures and control |
| Understanding People Centred Systems | How to study people-centred systems |
| Forget your people – real leaders act on the system | The submission that won the first McKinsey/HBR prize for reinventing leadership |