John Seddon: Cultural change is free
(via @juzmcmuz)
In this presentation the always witty and sharp British management guru and advocate of systems thinking John Seddon dissects some of the biggest organisational myths in the managerial practice.
In times of drastic change and cultural crisis not only in the service industry but across the whole society, one could argue that Seddon is making an urgent call to the service design community to come up with real solutions that disrupt from the old models that have been proven wrong.
In his latest book Systems Thinking in the Public Sector: The Failure of the Reform Regime.... and a Manifesto for a Better Way, Seddon argues powerfully for the government to forget sticking plasters like CRM and citizen empowerment saying 'don’t tweak the system. Ditch it.'
Systems Thinking in the Public Sector gives example after example of exactly how the system fails from housing benefits and care for the elderly to call centres like Consumer Direct.
Drawing on Seddon’s extensive experience working as a consultant with UK public sector managers, this is a fiercely uncompromising, yet rigorous manifesto for change.
