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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
15. It’s the system, not the people

1] Joseph M. Juran (1904- 2008) taught ‘Juran’s Rule’: “Whenever there is a problem, 85% of the time it will be in the system, 15% of the time it will be the worker” as quoted in Myron Tribus, 1993, The Germ Theory of Management, SPC Press. View

Similarly, Dr W Edwards Deming (1900-1993) taught that “The fact is that the system that people work in and the interaction with people may account for 90 or 95 percent of performance”. See Deming quoted in Peter R. Scholtes, 1998, The leader's handbook: making things happen, getting things done, McGraw-Hill, p.296.

2] John Seddon, 2003, Freedom from Command and Control, Vanguard Press, p.126.

3] BBC News, 19 June 2012, ‘Francis Maude: Shake-up “not attack on civil service”’. View

4] See a video and articles on the subject of ‘Culture change is free’.

5] See a video of a sales leader in a financial services company studying her team and seeing the ‘95/5’ principle for herself.

6] The Sunday Times, 9 February 2014, ‘Trust charges taxpayer for private ops’. Byline: Richard Kerbaj.

7] House of Commons Health Committee, 18 December 2012, Health Committee 2012 accountability hearing with the Care Quality Commission. View












 



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