The Whitehall Effect ~ John Seddon - Online Notes
|
Links below take you to the chapter notes:
Introduction 1. Prelude Part 1: The industrialisation of public services 2: Call centres 3. Back Offices 4. Shared Services 5. Outsourcing 6. Information Technology Part 2: Delivering services that work Introduction 7. A better philosophy 8. Effective change starts with ‘study’ 9. Better thinking, better design 10. ‘Locality’ working 11. IT as pull, not push Part 3: Things that make your head hurt 12. Targets and standards make performance worse 13. Inspection can’t improve performance 14. Regulation is a disease 15. It’s the system, not the people 16. Incentives always get you less Part 4: ideology, fashions and fads 17. Choice 18. Personal Budgets 19. Commissioning 20. Managing demand 21. Nudge 22. Procurement 23. Risk management 24. Lean 25. IT: features over benefits Part 5 Change must start in Whitehall 26. Beware economists bearing plausible ideas 27. Whitehall is incapable of doing evidence 28. Getting a focus on purpose 
|
12. Targets and standards make performance worse
1] John Seddon, 2008, Systems Thinking in the Public Sector: the failure of the reform regime and a manifesto for a better way, Triarchy Press. 2] BBC News, 4 April 2014, ‘Met Police has “culture of fear”, officers say’. View 3] BBC News, 4 April 2014, ‘Police performance targets “questionable”’ First broadcast on Radio 4 Today programme, 4 April 2014. View 4] Evening Standard, 4 April 2014, ‘Police accused on “target setting”’. View 5] House of Commons Public Administration Select Committee, 9 April 2014, ‘Caught Redhanded: Why we can’t rely on Police Recorded Crime’ Thirteenth Report of Session 2013–14 HC 670. View 6] BBC News, 10 September 2013, ‘Theresa May warning over police targets “comeback”’. View 7] Daily Mail, 15 January 2014, ‘How we can't trust the crime figures: After Plebgate, now watchdog says police statistics are unreliable’. Byline: James Slack. View 8] The Guardian, 15 January 2014, ‘Police crime figures lose official status over claims of fiddling’. Byline: Alan Travis. View 9] In the UK, a P45 is the reference code of an official tax form given out by employers when an employee leaves their employment. The term is used in slang as a metonym for termination of employment. For more on Selbie’s role in making NHS waiting time goals known as “P45 targets” see Financial Times, 13 March 2010, ‘How New Labour succeeded with NHS policy’. View 10] The Telegraph, 27 March 2014, ‘Fears that hospitals are covering up death rates’. Byline: Laura Donnelly. View 11] The Sunday Times, 16 February 2014, ‘Patients sent home early cost trusts £390m’. Byline: Jon Ungoed-Thomas. 12] Health Service Journal, 17 February 2012, ‘DH: hospitals must be fined for readmissions caused by others’. By Crispin Sowler. View 13] The Sunday Times, 16 February 2014 ‘Patients sent home early cost trusts £390m’. Byline: Jon Ungoed-Thomas. 14] The Telegraph, 11 June 2014, ‘“Significant action” needed to meet missed A&E targets’. Byline: Keith Perry. View 15] Pulse, 3 October 2011, ‘Darzi centre providers paid compensation for early closure’. View 16] Steve Allder, ‘Improved stroke care at half the cost’ in Charlotte Pell, 2012, Delivering Public Services that Work (Volume 2), The Vanguard Method in the Public Sector: Case Studies, Triarchy Press 17] Robert Francis, 2013, The Mid Staffordshire NHS Foundation Trust Public Inquiry Report. View |