HOME SYSTEMS THINKING The Vanguard Method Managing Change Quality Models Customer Contact Centres Systems Thinking in the Public Sector Systems Thinking Review Systems Thinking in Service Organisations PRODUCTS Guides/Manuals Books, CDs and DVDs CapChart CD-ROM Systems Thinking Tactics Red Bead Experiment VANGUARD Articles Public Events Vanguard Network Vanguard SW Network Systems Thinking Quarterly Newsletter JOHN SEDDON Toyota for service Newsletter Latest book Seddon speaks Public Events VANGUARD CONSULTANTS Who's Who   Past newsletters     View past newsletters Systems thinking - general     Learning - Symptoms or Causes?, written by Mollie Treverton and first published in June 2010's SEEDA South East Leadership Academy Newsletter Why do we believe in economies of scale? Why aren't we all working for Learning Organisations?, first published in May 2010's edition of 'E-organisations and People', the AMED journal The Germ Theory of Management, an article by Myron Tribus Has Toyota lost its way How lean became mean Culture change is free Rethinking Lean Service Alistair Darling’s back-office folly What’s wrong with Activity-Based Costing (ABC)? Spanner in the streamlined works By Jane Dudman in The Guardian, Wednesday 1 July 2009. Plans to improve public sector systems could backfire, leading to higher costs and poor performance Bundred's blind belief The Guardian Comment Is Free Tuesday 7 July 2009. John Seddon argues that it's the audit commission that needs cutting, not public services – its faith in economies of scale has blinded it to innovation Watch out for the toolheads "Changing Management Thinking" - a paper presented to Q2002 Why is service costing more? Performance without appraisal - originally published by The Observer From ‘push’ to ‘pull’ – changing the paradigm for Customer Relationship Management Systems Thinking and Management Fit for the future - A six part series introducing systems thinking. Being customer-driven Measurement and Management The Theory of Variation Partnering - a four part series on partnering and systems thinking (originally published by Commerce magazine) Systems thinking and the public sector     The Illusion of Control a report written in March 2009 for SOLACE, detailing how the reform regime is damaging local services It’s the System Stupid! Radically Rethinking Advice – a report commissioned by the Barings Foundation and written by AdviceUK in October 2008 NI 14 ('Avoidable Contact'): from the horse's mouth Systems thinking, the Audit Commission and the policing of a sector Citizen-centred services: a discussion of aims and methods Public Sector Targets: doing less of the wrong thing is not doing the right thing Why benefits processing should not be shared KAIZEN BLITZ, tackling symptoms not causes Putting the Summary back in Summary Justice An open letter to Ruth Kelly Adult Social Care: a systems analysis and a better way... How Ministers have worsened benefits processing Ministers should get out of management The Modernisation Agenda: Public Services in a Dark Age A fair cop? Not for the police - originally published by The Observer On Target To Achieve Nothing - originally published by The Observer Systems thinking - and Education     Fresh Thinking about Schooling, Maurice Holt Systems thinking and call centres     Better service, lower costs and happier people: too good to be true? by Sandra Davison, Friends Provident. First published by the Call Centre Managers Association The CCA 'best practice' Standard: a critique Are the days of the 'sweat shop' over? Better Thinking About Demand Better Thinking About Managing People A better way of motivating people A Better Way of Thinking about Information Technology Design against demand From Sweat Shops to World Class - transforming call centre operations A call centre worker speaks Bad call centre advice Systems thinking and Business Excellence     The Business Excellence Model: will it deliver? Business Excellence and Leadership Business Excellence and People Management Systems thinking and ISO 9000     Death to ISO 9000: an economic disease - first published in The Daily Telegraph The 'quality' you can't feel - first published in The Observer "A Brief History of ISO 9000: where did we go wrong?" This is chapter one of the second edition of "The Case Against ISO 9000", to be published by Oak Tree Press in November 2000. Miscellaneous     "Care at a cost", Holyrood magazine 6th February 2006 ‘Bootcamp tactics won’t win the battle’ from the Daily Telegraph 16th February 2006 The Paradigm Paradox Do you have a people problem? Is IT bugging you?  Who's Who Contact Us View Basket © 2009 Vanguard