Latest Posts
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Poor Service Isn’t Always An Accident. It’s Often By Design
In markets without much competition, organisations can deliver bad service not because of poor design and management, but simply because they can. Benjamin P. Taylor shared a great thread on Twitter this week outlining the experience of attempting to get… Continue reading
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The People Vs The System – and Why The People Rarely Win
What if we overstate the effect of the people in our organisations, and we spend too much time addressing what they feel and think without addressing the more complex, systemic problems that influence how they perform or behave? Continue reading
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How Do You Solve A Problem Like The NHS?
There comes a point when numbers get so big as to become near incomprehensible. Almost five million people are waiting for health treatment in England alone. Almost 1.2m of them have been waiting at least six months for ‘vital appointments’.… Continue reading
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The Hawthorne Effect: Why Employers Need To Be Cautious In Post-Pandemic Planning
In lockdown you can’t really experiment as people have constraints. There are too many variables at play. But now we have the opportunity to test out the best of multiple worlds; home, roam, office, wherever. Continue reading
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Why We Stigmatize The Poor And How To Fight It
Stigma functions as a form of power which is why we need to treat it seriously. When it is left unchallenged it can lead to the exploitation, control or exclusion of others. More positively, stigma is not a one way… Continue reading
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The Difference Between Good And Bad Organisations
Both good and bad organisations make mistakes, but the good ones are better at learning from them. Continue reading
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What Effect Does Environment Have On Our Ability To Think Creatively?
When you think of the “space to innovate” what immediately springs to mind? Is it the physical space , the mental space, the calendar space? All three? I’ve been thinking a lot about spaces and environments this week: specifically what… Continue reading
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Moving From ‘Big Change That Rarely Happens’ To ‘Small Change That Always Does’
We’re obsessed with big change, but what if we’re underestimating the power of the small changes that lie more easily within our reach? Continue reading
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Turn Your Company Into A Problem Solving Machine
Last week I spent four and half hours in a room with my colleagues trying to get to the root of a problem. Six colleagues: 27 hours of just thinking. Einstein believed the quality of the solution you generate is in direct… Continue reading
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Remote Work Is Always Efficient But Efficient Isn’t Always Effective
There is surely nothing quite so useless as doing with great efficiency what should not be done at all. Peter Drucker This week marked my return to in-person facilitation after 16 months. I’m not going to lie. As I began… Continue reading
Paul Taylor 