Tag: email access

In this podcast from September 2020, John Seddon examines the arguments put forward in Digital Public Services: How to achieve fast transformation at scale.

If a measurement system is based on a command and control, outside-in, top down, functional, and activity perspective, it will drive dysfunction.

Here are some more tactics around this important subject.

Read Chapter 1, Believing in Customers from John Seddon’s seminal work, I Want You To Cheat, The Unreasonable Guide to Service and Quality.

This short, simple and profound chapter describes what John Seddon learned about trusting staff and listening to customers.  Find out why John Seddon wants you to cheat and what happens when you do.

Written in 1992 and still very much relevant today.

In this podcast, from September 2020, John Seddon uses home repairs as an example of understanding service organisations as systems.

John describes how leaders can get knowledge for themselves about the problems they need to solve, and redesign their organisations against demand to only do the value work for customers.

You cannot learn without theory. Theory enables us to ask questions, to test ideas, to establish whether they are workable and also whether they are not.

Having a theory implies taking measures; measures which will confirm or refute a theory or ‘hunch’. People cannot learn without measures.  

In Why better measures lead to better lives, Vanguard’s Jo Gibson’s describes good and bad measures in people-centred systems, such as health and social care services. 

When you change to an outside-in, customer, and system perspective, it is highly likely that you will need to build better measures.

This guide outlines with the basics to understand variation and use data to construct a capability chart.