Practical tactics to help you get started
| How do we change our thinking? | Why normative tactics are best for changing thinking |
| Successful change starts with study | A practical example of studying a service as a system – normative learning |
| A framework for getting knowledge | An overview of the Vanguard Method for ‘check’ – understanding the what and why of performance as a system |
| Establishing purpose and measures | A case-study illustration of the relationship between purpose, measures, and method |
| Beyond customer journey mapping | The customer ‘journey’ is governed by system conditions. Journey-mapping without focussing on that won’t get you too far |
| Beyond Demand Management | Getting our thinking straight for understanding demand |
| System Archetypes – how to study | An introduction to Archetypes (not all systems are the same) |
| Rapid learning for impatient leaders | When you know what to study you can make fast change. An illustration of fast learning in people-centred systems |
| Helping people become curious | Why is explaining risky when encouraging others to be interested in counterintuitive ideas? If you make people curious they are more likely to get interested |