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Here’s What You’ve Missed!
- So long, and thanks for all the fish
- How soon is now?
- The Kung Fu Panda principle.
- 3 reasons why I hate pretty graphs
- How to make the world seem REEAAALLLY BOORRRIIIING
- The 2,500 year old lesson everybody ignores cos it’s too hard
- I am a police officer.
- When is a team meeting NOT a team meeting?
- Folk management
- Double Trouble
- WANTED: systemsy stuff to cheer me up
- The secret management model that must not be named
- Why WIFFY’s are bad and to be squashed at birth
- First they came for the desks, and nobody said NUFFINK
- Vanity of vanities, all is vanity OR Why webstats don’t exist
- One more time… Why values are a pile of cobbler’s
- How i learned to skip with Toyota
- The man who mistook his wife for an actual change in performance
- There are only 6 graphs you’ll ever see on a performance report and they’re all rubbish. Here they are.
- If it’s too complicated to understand it’s probably total nonsense
- Can you count up to 8?
- I am totally positive
- I am totally negative
- Thor describes my purpose
- I openly mock Myers Briggs, but an INTP would do
- The Law Of The Instrument
- Reality has a liberal bias
- Why killing Sweat Angels is the most valuable work I do all day
- Cloud cuckoo-land
- Dear Santa, All I want for Christmas is a pony
- One weird trick to design your organisation, in one easy step! (Management consultants will HATE you!)
- The Varieties of Human Work
- There really is only one test!
- The Curious Case Of The Chart That Didn’t Bark In The Night
- Looking good, Billy Ray!
- Computers are weird
- We’re number 2! We’re number 2! Yay us! Now who’s US exactly?
- I am an average employee
- How to be hopelessly untrendy
- Why you SHOULDN’T try to improve performance measures!
- The sun is in Uranus
- Lean, ISO and 6 Sigma all walk into a bar. Hilarity ensues.
- Three Reasons Why National Customer Service Week Is Rubbish! Again!
- What’s the purpose of a-SHUT UP AND TAKE MY MONEY!
- How to have an organisational detox!
- Your job is not what you think it is
- This mug cost £224,000,000
- Wanted: idle, indifferent and irresponsible staff for absurd work.
- You are no Daniel Kahneman, sir, and I would have you unhand me before I call the gendarmie
- all wrong change clarity of purpose command and control communication customer data deming experiment human brains are weird information knowledge leadership learning me doing it plans plausible but untrue psychology public sector purpose questions statistics systems thinking systems thinking in housing benefits systemz comix targets thinking Uncategorized vanguard method very short posts
- 95% system 5% individual
- all wrong
- ashbys law
- Call centres
- chris argyris
- clarity of purpose
- cognitive bias
- Command and control
- command and control thinking
- control charts
- customer service
- daniel kahneman
- defensive culture
- don't let the bastards grind you down
- double loop learning
- failure demand
- get knowledge
- John Seddon
- kittens are evil
- lean thinking
- local authority
- made to stick
- nassim taleb
- performance management
- performance reports
- policy officer
- public sector
- Seth Godin
- signal and noise
- single loop learning
- some people hate systems thinking
- systems thinking
- systems thinking fundamentals
- systemz comix
- thinking not tools
- thinking system performance
- Vanguard method
- Very short posts
- Zombie Deming
Category Archives: customer
I’ve been learning how to get data on our website usage from Google Analytics. It’s very hard, both cos Google Analytics front end is so badly designed and cos you need to learn how websites work. There’s lots of different … Continue reading
“What matters to me as a customer is getting everything for free. I’d appreciate it if all organisations could just go ahead and arrange that please. No, I didn’t think so.” This comment left on a recent post shows the typical command … Continue reading
One weird trick to design your organisation, in one easy step! (Management consultants will HATE you!)
Don’t design your organisation for efficiency for managing demand for digital by default to achieve strategic priorities by copying best practice So what do you do then? Do Design against customer purpose That’s it. The predictable value demands presented by … Continue reading
Balloons! Oh Christ no…..that means it’s National Customer Service Week! Again! As this mistake is repeated every year, I’ve decided to start repeating the exact same blog post I first did two years ago. So, here again is Three Reasons Why … Continue reading
I went into PC World last week to help make them into a business. I was going to do this by making myself into a customer of theirs. Until that happens, PC World is not a business, it is just … Continue reading
Imagine you go to a bus-stop and take out a ten pound note and shout to the people waiting…. Everybody will think you’re mad and ignore you. Now imagine you took that £10 and posted it through your neighbour’s letterbox. … Continue reading
Step 1: Do something that doesn’t solve the customer’s problem for them. Step 2: Err… that’s it. A fellow onion informs me of the fantastic efforts of a Government benefits department to create phonecalls from nothing. The department has to pay … Continue reading
******I’ve had feedback that these Gifs will take forever to load. They’re not static pics. That’s just your net speed. But it’s worth the wait, they’re HILARIOUS I promise you ******* There’s a cult of work as pure activity in … Continue reading
It’s National Customer Service Week! Celebrate! Here at ThinkPurpose we love customers so we’d like to tell you about a fantastic event dedicated to improving service for the customer. Set up by the Institute [fancy!] of Customer Service … Continue reading
Public sector organisations don’t really like customers. They’d prefer you’d go away and stop making all your unreasonable demands that are quite frankly BANKRUPTING them. You keep ringing them up, walking through the door even, and worse… asking to speak to … Continue reading
Yes, you heard, don’t act shocked.
I live in the North of England & I love Greggs. For anybody who doesn’t live in the North, Greggs is a bakery that sells cakes, bread, pasties, pies and that. It occupies a very special place in people’s hearts. Here … Continue reading
Remember this? These are the jars that a man is using to count out the rest of his days using beads. I thought I’d like to do something with coloured beads and jars to measure the value of what I … Continue reading
This is Ant and Dec. They’re here to talk to us about trust. [For the benefit of my non-UK readers, they are TV presenters who have conquered virtually every glitzy shiny floored big budget Saturday evening show. They win awards … Continue reading
Here are coloured beads in 2 jars. A man (a slightly famous games designer in his 60s) every day takes a bead from the right jar and pops it into the jar on the left. Each bead represents a day. … Continue reading
Who wags the tail? Spot wags the tail. Who wags the tail where you work? I have learnt that everything starts with the customer. Resident, patient or pupil, whoever When they contact the doctor/council/police/whatever that’s where things start. You: -start … Continue reading
The one on the left is an ice-cream Battenburg cake. The one on the right is an actual Battenburg cake. They both have pink and yellow bits, and are encased in sponge. Surely one of them is unnecessary, can you … Continue reading
Is this work? No, it’s art. It’s the minimum wage machine! The minimum wage machine allows anybody to work for minimum wage. Turning the crank will yield one penny every 4.97 seconds, for $7.25 an hour (NY state minimum wage). … Continue reading
There is one foolproof method to spot when you are getting terrible customer service… You have to give GREAT customer service I often have to ring a helpdesk for some assistance, that is so poor that I have to make sure … Continue reading
Why do you shop at Argos? What matters to you? Is it the sterling customer service? The hand tooled exquisitely crafted customer service? Or the cheap prices, no searching for goods and a very quick turnaround between entering the store … Continue reading
Who’s the most important person in your meetings? In Amazon, it’s an empty chair. When Amazon was starting out Jeff Bezos , the founder, made sure that at every meeting there was an empty chair brought to the boardroom table … Continue reading
Organisms and organisations are systems that usually have purposes of their own. However, the parts of an organism (i.e., hearts, lungs, brain) do not have purposes of their own, but the parts of an organisation do. An organisation with purposeful … Continue reading
The best customer feedback I’ve ever seen. And nobody asked them for it. Customers were so delighted at their re-designed service they spontaneously said these words. But before all this, before the thinking changed the service, this was how we … Continue reading
I went on holiday to Spain and this is what happened. At the “meet and greet” welcome meeting on the second day I gathered with other people in a sweaty room overlooking the pool outside. It looked lovely out there. … Continue reading
Oh dear! Somebody should have warned him! So, what would cause a perfectly sane manager to stick “WORK HARDER” posters up and not expect to be lynched? Command and control thinking as at it’s heart control through commands. The purpose … Continue reading
I am not what I think I am. I am not what you think I am. I am what I think you think I am. Got that? It’s called “the looking glass self” theory. Briefly, people construct their identity based on … Continue reading
My mobile phone rang this morning. -She said: “This is a courtesy call from the Halifax, how are you?” -I said: “I am at work thanks” -She said: “I can call you back another time, would you like that?” -I … Continue reading
Can you do any of the following: Pay a mortgage or rent? Rear a child? Own, run and drive a car? Choose, book and go on holiday? Go shopping, buy clothes, meet new people and converse? If so, you are … Continue reading
Organisations are layer cakes. There is a long way between the cherries on the top and the damp base at the bottom. Answer these 9 questions to align yourself in the cake and find out what that means for you … Continue reading
As you are no doubt aware, I had a gas leak. I complained about it, and there was a to-do over whether some boxes were ticked, or whether gas leaked out of a pipe. Both can’t be true, obviously. It … Continue reading
This is not a bicycle. This is a BSO or “bicycle shaped object”. It looks like a bike, it’s shaped like a bike. But it is not a bike. It is something made to look like a bike, so someone … Continue reading
Irony or sarcasm? – Posted using BlogPress from my iPhone
That’s OK! You can still learn lessons from your mug of tea. What can you learn from this mug of tea? Assuming you work in the adminisphere, and are therefore an adminisphereaucrat for short, look at the work you are … Continue reading
Silly. Un-needed. Harmful at times. They not worth the paper they are written on. The paper they are written on Read on for why!