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- Why Not to Trust Statistics
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Category Archives: Demand
Cloud cuckoo-land
“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
Posted in clarity of purpose, command and control, customer, Demand, systems thinking, vanguard method
Tagged customer, Demand, study, what matters
10 Comments
3 signs that you don’t like your customers
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
Posted in command and control, customer, Demand, public sector, systems thinking
Tagged demand management, failure demand
3 Comments
Why nobody sits down in a Greggs
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
Drip..drip…drip
“Just rang for a taxi – had an automated system in saying do you want to be picked up from X. Which I did so pressed 1….20 mins later no taxi so I rang them. Woman says ‘did you use … Continue reading
Posted in Demand, learning, me doing it, psychology, very short posts
Tagged failure demand
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100% wrong
“Fill this in.” At a meeting in a Government call centre they are being asked to fill in a spreadsheet. An Excel spreadsheet, so accuracy is paramount. It probably has macros and everything. Call centre managers have to account for … Continue reading
Posted in Demand, purpose, systems thinking
Tagged ABC, activity, call centre, purpose
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Systems thinking in Benefits-listening to demand (part 2)
Arguing is a good sign. Arguing is a good sign that people are engaging with listening to demand and are having to think through what they are there for. As described in the previous post, after each intial demand listening … Continue reading
Posted in Check, Demand, me doing it, systems thinking in housing benefits
3 Comments
