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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

Picture
13. Inspection can’t improve performance

1 See here for details on analysing performance capability, and more on how to construct capability charts.

2 See here for more on mystery shopping, why it is dumb and the problematic behaviour it generates in service organisations.

3 For a discussion about how CSCI (the Commission for Social Care Inspection) was imposing an enormous burden of inspection on council adult social care departments see John Seddon, 2008, Systems Thinking in the Public Sector: the failure of the reform regime and a manifesto for a better way, Triarchy Press, pp.141-142.

4 Ibid. pp.82-84.

5 Prior to the Baby P case, Haringey had been inspected by Ofsted and been awarded 3 stars. See The Guardian, 29 April 2010, ‘The Baby P blame game reveals that social work reform has taken a turn for the worse’. Byline: Professor Sue White. View

6 The Healthcare Commission rated the Trust as ‘good’ in its 2006 report. See The Independent, 6 February 2013, ‘Timeline: The Mid Staffordshire NHS Trust scandal’. View

7 The Observer, 6 April 2014, ‘Michael Gove's bid to limit fallout from failing free schools – revealed’. Byline: Daniel Boffey and Warwick Mansell. View

8 John Seddon, 2008, Systems Thinking in the Public Sector: the failure of the reform regime and a manifesto for a better way, Triarchy Press.

9 Kate Watts, ‘Food Safety in Great Yarmouth: An Adult Conversation’ in Charlotte Pell, 2012, Delivering Public Services that Work (Volume 2), The Vanguard Method in the Public Sector: Case Studies, Triarchy Press. 











 



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