2003

What Tom Peters doesn’t talk about

Seddon gets bumped!

Changing Management Thinking

CRM is in trouble

Vanguard call centre solution in the press

Is BSI desperate?

On the buses

How great was Jack?

Did Jack ‘do’ six sigma?

Call Centre NVQs

The costs of poor service

Freedom from Command and Control

The minister should be in the dock

ISO 9000: the end is nigh

NHS ‘Direct’?

A visit to the Modernisation Agency

Evidence to Select Committee

Government web sites quiet

Planning tools tamper!

Confusion marketing

Regulation, regulation, regulation

A lament on measurement

Customer service?

BSI and snakes

Six sigma feedback

ISO 9000 stalling in Japan

No problems on the Japanese trains

Health care set to go downhill in Germany

So how do you like the book?

The man from the Audit Commission

BSI must be desperate

Managers fire the wrong people

Leadership: we need some theory

Ignoring variation

Causing variation

Getting out into the work

Six sigma feedback

ISO 9000 stalling in Japan

No problems on the Japanese trains

Health care set to go downhill in Germany

My new book: special offer to Newsletter readers

We KNOW targets don’t work

Stressed out

Seddon shouldn’t turn up

Why does service cost more

Indian call centres eat our ‘muda’

Step 1 is ‘get knowledge’