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My Brand of Insanity, a blog to change thinking. |
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Dear Systems Thinker,
Many service organizations are starting to see light at the end of the tunnel. This recovery will be slow for many and fast for some. Regardless, things will be different moving forward. The market just got a whole lot smaller and many will be fighting for a piece of that smaller pie. We believe that our methods can help organizations grow the pie bigger by liberating method. Innovation is just a change of thinking away. |
| My Brand of Insanity |
Each newsletter, I will share some random thoughts on current events, service (good and bad) and other sometimes closely attached and sometimes detached thoughts. Having been a proponent of W. Edwards Deming's thinking for more than two decades it is not hard to imagine why the title for this section. Here are a few announcements, thoughts and observations:
- On October 15th from 1:30 -2:30 I will be doing a Live! Free! webinar for the Contact Center Performance Forum. The name of the webinar is Achieving Customer Intimacy through a Brain Enema. You can sign-up here.
- My webinar series called Call Center Myth-Busters - A Trilogy: Measurement, Analysis and Management has two of the three parts recorded with last to be recorded this week. I still am not sure of the release date, but if it happens before the next newsletter I will let you know. IQPC will release this at www.customermanagementIQ.com. You can see my column there anytime.
- My first Ezine article Battle for the Management Mind was published this month.
- I am in the process of writing two more articles for IQPC. One for their Human Resources internet magazine about the problems with targets, rewards, incentives, appraisals and forced ranking. The other will be a follow-up to John Seddon's podcast interview for SixSigmaIQ on Rethinking Lean Service. Listen to it here: http://www.sixsigmaiq.com/podcenter.cfm?externalID=235.
- We will still be trying to have a seminar in early November and with feedback from many of you, I am probably going to just make it a one-day on systems thinking.
- A few new blog posts this month. Check them out at blog.newsystemsthinking.com.
For comments or to share your experiences with service (good or bad) contact me at tripp@newsystemsthinking.com. |
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Economies of Flow |
The more service organizations realize that costs are in the flow and not the scale, the sooner we can get on with making tremendous improvements to service.
It seems I have this conversation almost daily in emails, tweets and phone calls.
Our inability to absorb variety in service is a high cost to pay. Too often we find entrapping technology, procedures, best practices and scripts that seem like a good idea, but only create more problems for the customer in frustration and for the organization in high costs.
I hope that you will take time to read this post.
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| Public Sector Improvement |
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Government service has typically not gotten very good press. More federal, state, city and local governments are under pressure to reduce service to reduce costs. With so many without jobs and needing services more than ever we are badly in need of new thinking to provision those services.
Our newsletter readership in the public sector has increased substantially this last month with government authorities looking into systems thinking. The types of improvement have been astounding in the UK. The East Devon District Council was kind enough to share their experience with systems thinking. Please read more at Getting the Benefits.
We are getting some momentum behind systems thinking in the US and Canada. Please forward this newsletter to any government worker you know and cite the article above. With the articles, blog posts, and download we have plenty of free resources for people to get started. |
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That's it for this newsletter. Best wishes with improving your system.
Sincerely,
Tripp Babbitt
Bryce Harrison, Inc. |
© 2009. Bryce Harrison, Inc. All Rights Reserved.
Phone: (317) 849-8670 Email: info@newsystemsthinking.com
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