ByMatthew Arnold
A few weeks ago I attended a conference where one of the speakers (a charismatic and knowledgeable young man) spoke about the need to engage the workforce in the change process. All good, sensible stuff. During the presentation one of the attendees asked “but what if we can’t get the senior managers to agree to…
ByMatthew Arnold
I was talking to a colleague recently, and began discussing some of the transformation work that I had undertaken to help improve customer service at a local authority. (See my blog entry here.) Not for the first time, an assumption was very quickly made that an improvement to service, and a dramatic reduction in the…
ByMatthew Arnold
So, you post your form off to the post office/tax office/council/insurance company/bank/cable company (* delete applicable). What happens next – from your perspective? “They” are busy getting on with it – right? Two weeks go by – so you give them a call? You spend a while on the phone as they track down your…
ByMatthew Arnold
A great deal has been written about Steve Jobs in the last few days – and my favourite was written by Horace Dediu on the asymco site (see links below). If ever there was a Systems Thinker, he was the man – making great business his way, and not getting sucked into “this is the…