Squire to the Giants

A recurring theme, as felt by me as a ‘customer’ of many services, is that the front-line person (apparently) ‘helping me’ with my need(s) has treated me like an idiot.

A chance conversation causes me to post this short sketchy brain fart (a partially formed idea in my little head) that I wrote ages ago… Before the 1990s – before we had information technology (IT) – large service organisations operated with distributed b…

I hear a recurring mantra from conventional operations management within relational service organisations.

…nor in your (leading1) measures of success.

A short ‘Friday post’: A lot is talked, and written, about ‘Purpose’1.

I recently finalised a ‘measurement of performance’ guide and, within this, I explain various archetypes of services, and the types of measures that best fit each.

I’ve worked with several service organisations that have adopted (what are referred to as) Tiered service models for their service design…and I’ve written about some of the problematic implications.

‘Triage’ is a word that I’ve heard used a lot within large human-designed social systems.

I regularly hear these title words around me – or words to that effect – and, depending on my mood, this makes me smile…or groan.

I recently wrote a measurement guide and a hugely important (and definitely too short) section within is titled ‘Beware the allure of measurement’.