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beyond command and control

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Failures of change

  • Banks and service quality
  • Competencies?
  • DECATS: View from the front line
  • DECATS: What’s in a name?
  • Don’t go to Japan
  • Empowerment and authority
  • Empowerment survey
  • Examples of large-scale IT failure in the public sector
  • Failures of change – Have we got a people problem?
  • Getting fire in their bellies
  • How rules get in the way
  • Ideas programmes
  • Mystery shopping causes losses
  • No change to the system
  • Organisation analysis?
  • People Programmes
  • Pleasing customers?
  • Productivity thinking
  • Programmes of change?
  • Quality Training
  • Suggestion schemes
  • Team briefing
  • Ways to kill off quality

Introduction to Vanguard e-learning

Free content

  • Library
    • Dr Deming’s aphorisms
    • Intervention
    • Regulation and inspection
    • Risk management
    • tVM and People Centred Systems
    • tVM and contact centres
    • Tools for fools
    • Videos: General
    • Videos: The Vanguard Method in action
    • Who’s Who: system thinkers
    • Articles
    • Observations and anecdotes
    • Command and control
    • Customers
    • Failures of change
    • Incentives
    • ISO 9000
    • Management thinkers
    • Managing Change
    • Misguided behaviour
    • Quality
    • Recommended reading
    • Some tactics for getting started
    • Standards and targets
    • Strategy
    • Systems principles
  • tVM and systems thinking
  • What can we learn from programmes of change?
  • Thinking things

Subscriber content

  • How to Study
  • How to Design
  • Applications
  • Intervention Tactics

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