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Tripp Babbitt
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System Thinking in the Public Sector Freedom from Command & Control
 
 
 
 
 
 

Bryce Harrison offers Health Checks for Organizations and Call Centers.  Find out more.
 
 
 
Looking for a New Path for Your Organization?  Check out Systems Thinking Interventions, begin your new path with a 3-day workshop.
 
International service organizations have said working with the Vanguard Method has been the most important change in thinking they have experienced in their working lives.  Come join us! 
Dear Reader,

The Vanguard Method has to be the best kept secret in business and government.  Right?

In the United States, you are probably correct.  The industrialized mindset for service and manufacturing still prevails in the States.  US manufacturing has been outsourced and marginalized in favor of finance and banking - where has that led the US?  A major recession and a weak economy.

Like so many, I began my career with ties to manufacturing by selling industrial supplies.  I watched has manufacturing disappeared from the State of Indiana.  Service industry became the new future and Indiana became part of the Rust Belt.   

Service has fared no better in the US.  IT has grown, but IT projects have become the road to nowhere.  Automation and modernization bring greater costs when organizations don't first deal with the design and management of work.  These are the great opportunities for improvement.

Our clients recognize this and now we have a line of interested organizations that have seen the evidence and are saying I want some of that.

A recent client that had visited a long time client described us as "brilliant and crap."  "Brilliant" for the increase in profit and "crap" because we challenge management . . . and management doesn't like to be challenged, especially in the big ego United States.  You better have the Method to back up that swagger Mr./Ms. CEO.  In the US, all hat . . . no cattle.

The US government be it local, state or federal still believes that passing laws will make things better.  Elected officials with "mandates" to change the system do nothing more than tamper and make things worse.  The truth lies in knowledge of the work to deliver services, that means that those that deliver the services are in the best position to fix it are government workers.

Government can be fixed with the Vanguard Method in dramatic fashion.  For the latest in government, go to www.thesystemsthinkingreview.com.

Will the US be the last to get it?
 

 

 


CAST Keynote Speech in July

 


   

I will be keynoting for the Association for Software Testing in San Jose, CA - July 16 -18.  The subject will be:

 Re-Thinking Management . . . Re-Thinking IT


Learn more about the conference at CAST 2012.


 



 The Role of A Leader


Finding a leader is is always difficult in any organization.  Finding a leader for the Vanguard Method is even more difficult.  Imagine finding a leader in an industrialized contact center . . . a miracle!

Contact centers are measured on production numbers like in manufacturing - this thinking didn't work there either.  Measuring activity rather that anything related to customer purpose or solves a problem for a customer.

Measuring activity allows the contact center to be outsourced and/or off-shored.  When all demand is treated as work to be done measuring activity and lowering costs by outsourcing/off-shoring makes sense.  Except when there is failure demand involved - this changes everything.  Not all demand has to be worked, some can be eliminated.

A rare person indeed that can fight the hierarchy and change the demeanor of the management factory.  Plus, they have to overcome years of training in the wrong way to manage.  It's to snatch victory from the jaws of defeat.

A leader spends time in the work to understand the what and why of performance and what gets in the way.  Most managers wouldn't be caught dead close to the work.  Instead, they embrace management reports and climate-controlled meeting rooms.

The steps are simple:
  1. Understand your organization as a system
  2. Identify levers for change
  3. Take direct action on the system

That, my friends is the role of a leader. 

 

03-11-2012 09:02:16 AM

I won't pretend to be the only one to have service problems and some are more bearable than others.  However, my experience at the Glasgow Marriott is legendary . . . in a bad way. I have had problems with the Marriott in Glasgow previously, especially with the iBahn internet service.  I understand the problems ...»

02-26-2012 14:44:42 PM

Being from the United States, one becomes use to the constant "push" for sales.  Car dealers are notorious for the dreaded "push" sale.  Lots of tricks to get you to buy a car.  They "hold" your keys for appraisal and don't let you leave - I had that happen to me at a Tom Wood ...»

12-29-2011 15:44:42 PM

Public sector, private sector . . . it really doesn't make much difference.  The continuing saga of IT projects that run beyond their budget and don't deliver continues to grow.  Maybe we should be asking what IT initiated project actually ever works.  I have seen claims of improvement, but it is like a football replay ...»

12-26-2011 09:04:56 AM

A little neglect may breed great mischief...for want of a nail the shoe was lost; for want of a shoe the horse was lost; and for want of a horse the rider was lost.  - Benjamin Franklin Benjamin Franklin had wrote many an interesting article or letter during his day.  His bemoaning of neglect provides ...»

12-17-2011 15:20:59 PM

Working with a new company that has the right attitude going into the effort, one can only be optimistic.  The management is begging to be challenged, it is encouraged.  However, I am caught in a world between realism and hope.  There will be a roller coaster ride of emotion for my new client - management ...»

02-17-2012 15:06:53 PM

"Well, here's another nice mess you've gotten me into!"                                                   - Oliver Hardy Will Governor Daniels have to testify or not in the IBM lawsuit?  Who knows.  However, we all should care as the $1.3 billion boat anchor (Cancelled IBM contract) continues to be the gift that keeps on giving.  The State of Indiana sues IBM ...»

02-05-2012 16:17:16 PM

A classic quote from Dr. Deming was "let's make toast the American way . . . you burn, I'll scrape."  This quote has so many references that you can see in manufacturing, but the same applies to management.  I see more burning and scraping in service organizations with management than I care to mention. The ...»

01-28-2012 16:10:35 PM

Information technology has become like one of those "connect the dots" workbooks I got as a child to keep me busy and not bother the adults.  Except, this book has no numbers . . . just the dots.  Makes it more difficult to connect to make a meaningful picture. However, this is the world of ...»

01-07-2012 18:25:09 PM

Coming from a W. Edwards Deming background, I have been sensitized to the word "continual" when it comes to improvement.  It served as a code word for those that where true followers of Dr. Deming vs. "the pretenders."  I always knew who really understood the philosophy and those that just sounded good. Even today, I ...»

12-29-2011 15:44:42 PM

Public sector, private sector . . . it really doesn't make much difference.  The continuing saga of IT projects that run beyond their budget and don't deliver continues to grow.  Maybe we should be asking what IT initiated project actually ever works.  I have seen claims of improvement, but it is like a football replay ...»

12-28-2011 16:24:32 PM

Reading Governor Mitch Daniel's book, Keeping the Republic, he mentions the Indiana Welfare Eligibility modernization.  This modernization was a ten-year deal worth $1.3 billion to IBM and its partners.  It is an important story for all of government because everyone has the same mindset. This mindset is characterized by anecdotal evidence to support an ideology.  ...»

12-26-2011 09:04:56 AM

A little neglect may breed great mischief...for want of a nail the shoe was lost; for want of a shoe the horse was lost; and for want of a horse the rider was lost.  - Benjamin Franklin Benjamin Franklin had wrote many an interesting article or letter during his day.  His bemoaning of neglect provides ...»

ope.  There will be a roller coaster ride of emotion for my new client - management ...»
  

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To learn more about how systems thinking can improve your organization.  Contact me at tripp@newsystemsthinking.com or call me at (317) 250 - 8885.
That's it for this newsletter.  Best wishes with improving your system.
 
Sincerely,
 

Tripp Babbitt
Bryce Harrison, Inc.
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Phone: (317) 849-8670 Email: info@newsystemsthinking.com