……you never quite reach the customer! A senior official of a public services organisation, after reading The Intelligent Organisation, asked his assistant to purchase
A short extract from a seminar on Whole Systems Thinking delivered to engineers at ARUP. https://www.youtube.com/watch?v=GR37lsB6I4g
Any book about management or managing organisations has to be sound in both theory and practice, management is after all an applied activity. Hence in
You couldn’t make it up….. Just when you think systems can’t get any sillier, an organisation ups the ante…. Dear John We work in a
Whether or not the National Infrastructure Commission (whose brief is to deliver a politically independent infrastructure strategy) will be useful depends not so much
Is it unreasonable to ask…. ….. whether this wifi is free or not? A UK based hotel chain recently ‘improved’ its customer offer by making
Is it unreasonable to ask… … that Managers take responsibility? I stumbled across a job advertisement recently in a respected academic news journal. The advert,
Is it unreasonable to ask…. …when you say ‘the IT is crap’, is it you? Are you referring to the network? The device? The application?
If we assume that staff are dishonest why do we employ them AND let them loose on our customers? This note was circulated by the