2008

Command and control lean

The frustration of being told to do the wrong thing

The paradigm determines the problem

The book and the tour

Calibration tourism

Avoidable contact guidance bonkers

I put it to the minister

‘Old’ factory thinking

And dreadful for customers

More on HMRC’s mean lean

Spoke in the wheel of Southwest One

Don’t tell my staff targets don’t work!

IBM = I’ve Been Managed (by the numbers)

Top cop denounces inspection

CRM not designed to improve services

Managing the wrong problem

Despite it all, people try

Another one bites the dust

On tour

Son of Chartermark

The man with tools for everything

Why don’t the numbers come through?

Are ministers psychologically incompetent?

Insider tells all on Prison Service’s ‘shared service centre’

The experience you get with HMRC

Dyson excels in service design

Still no service from HMRC

Only in America

Audit Commission gives SW1 thumbs up

The book is coming!

And I am coming to a place near you

HMRC worker speaks

Bad guidance on service design

Choice-based letting ‘under-funded’

DfT shared services initiative ‘costs rather than saves’

Shared services: more on the wrong way

EoN team wins award

Systems Thinker MBE

Is perfect possible?

South West One in the news

Action over knowledge

Inaction despite knowledge

Blame over knowledge

Narrative over knowledge