John Seddon outlines the cost associated with failure demand and why typical command and control responses misunderstand what failure demand is, and how best to respond to it.
Tag: Level 2
Helping people become curious
Vanguard’s Simon Pickthall outlines tactics for helping create curiosity and engage others in studying a system.
McKinsey extols the benefits of digital public services; wise advice or costly folly?
In this podcast from September 2020, John Seddon examines the arguments put forward in Digital Public Services: How to achieve fast transformation at scale.
Measurement
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.
John Seddon wants you to cheat
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.
Rapid learning for impatient leaders
Understand how to transform a people centred system over a long weekend.
Vanguard’s Simon Pickthall talks about where to study and what to study, and how to do that very quickly.