A number of years ago, I was transforming a city’s social care directorate and, as part of that transformation, we aimed to reduce the time it took to do anything when interacting with the service. The transformation was based on a more fundamental need to free up workers to be able to do the work…
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Some of you may already know, I’m in the process of writing a book on improving your own service. I’m aiming the book at the people who work the process themselves, e.g.: nurses social workers claims adjusters HR/OD staff office managers office administrators hotel staff and their managers and change agents/analysts As you can see,…
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To be able to fix the problem, you first need to know what the problem is. More specifically, you need to know which problem to fix first. Your staff may already be telling you what the problem is, you may already know what it is, but what if that’s not the most important problem and…
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