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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
14. Regulation is a disease

1] Speech by Martin Wheatley, Managing Director, Financial Services Authority, (later to be known as the Financial Conduct Authority) 5 September 2012, ‘The incentivisation of sales staff – are consumers getting a fair deal?’ View

2] Bob Rhodes and Richard Davis, 2014, ‘Regulation: The unintentional destruction of intentional communities’. View

Simon Caulkin, 26 February 2014, ‘Social care: who needs enemies?’ View

The Guardian, 30 July 2014, ‘Communities for learning disabled residents face split after reform row’  View

3] Robert Francis, 2013, The Mid Staffordshire NHS Foundation Trust Public Inquiry Report. View

4] Single-loop and double-loop learning were patterns first described by Chris Argyris and Donald Schön. Single-loop learning involves improving incrementally through learning new skills or capabilities, with managers perhaps learning to do something better but without challenging the underlying beliefs and assumptions behind their problems. Double-loop learning goes further than single-loop learning by reshaping the patterns of thinking and behaviour which govern why actions are taken. Double-loop learning is essential in the progression towards becoming a ‘learning organization’. See Chris Argyris, ‘Teaching smart people how to learn’, Harvard Business Review, May 1991. View

5] The Telegraph, 12 February 2013, ‘Jeremy Hunt: “Let’s cut nurses’ paperwork by a third”’. Byline: Stephen Adams. View

6] The Guardian, 6 February 2013, ‘David Cameron’s prescription for NHS failings: target pay of nurses’. Byline: Denis Campbell. View

Sky News, 7 January 2012, ‘PM Wants Nurses To Check Patients Every Hour’. View

7] Jeremy Hunt MP, Speech to Reform Thinktank, 12 February 2013, ‘An NHS that treats people as individuals’. View