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Failure demand from the horse’s mouth with John Seddon

John's first webinar, 22nd June 2018
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Influencing others and building curiosity with Toby Rubbra

Influencing others and building curiosity with Toby Rubbra
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Evaluating social care as a system

Why your current system works in the way that it does
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An alternative to change management

What do almost all change management models have in common?
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2 minute interview with Alessandro Colafranceschi, former Executive Head of Digital Banking at Standard Bank

"My team and I have been cooking in the digital kitchen for a long time"
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On purpose

Simon Caulkin asks why purpose is so important
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2 minute interview with Patrick Eltridge, CIO, RBS Group

"I like the way the Vanguard Method teaches our people to study the work"
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2 minute interview with Justin Watts, Head of Systems Thinking at Lloyds

"I strongly believe that digital can be a fantastic experience for many simple demands"
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2 minute interview with Dave Kerr, Lloyds Banking Group

"I want to inspire others to go on the same journey"
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Getting better at problem solving or solving better problems?

Hendrik Ascheberg argues that effective problem solving needs an inquiring mind
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Failure demand: what’s the big secret?

For those in the know, failure demand is a huge untapped reservoir of free improvement.
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Is Net Promoter Score the right measure to improve customer service?

Hendrik Ascheberg analyses this popular measure of customer satisfaction
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Do shared services bake bread?

John Seddon reports from a shared services conference in Manchester
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Why are so many projects doomed to succeed?

Managing backwards from a desired outcome disguises what’s really happening
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Universal Credit – who’s in charge?

Human beings, not online forms, should deal with the millions of Britons set to claim Universal Credit this year
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John Seddon is interviewed for Boss Level Podcast

Interviews with interesting people doing awesome things
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Having IT your way

Don’t believe the outsourcing sales hype. Done right, DIY software pays off

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It’s good to talk

What happened when a bank started talking to its customers?
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Human by default

Jeremy Cox makes a strong case for moving from ‘digital by default’ to ‘human by default’.

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The Vanguard Method and Digital

Sign up for this FREE publication
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Beyond Budgeting – event videos now live

Why do we believe in budget management?
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Are kittens evil?

Eight heretics contribute to one brilliant little book
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Leading change

Wanted: managers who are curious, resilient – and willing to challenge their own thinking first
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System conditions: a powerful lever for change

The public service maze is a system problem, not a people problem.
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How (not) to get a council house

Choice Based Lettings is a fraud knowingly perpetrated on decent people seeking help
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A new book from Vanguard

Richard Davis addresses the topic of responsibility in public services. Who is responsible?
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It is what you do and the way that you do it, that gets results

The 'what' and the 'how' of service delivery are two sides of the same coin
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Resolving the efficiency paradox

Doing things right makes them cheaper, while trying to improve efficiency invariably ends up costing more

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Why better measures lead to better lives

Good measures help individuals and organisations improve. Bad measures do the reverse.

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My first proper job

Tech aficionado Richard Moir discovers that the role of technology in service improvement is always secondary

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On purpose

You can’t change a system unless you understand what it’s there to do, from the citizen's point of view

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An open letter to council leaders

John Seddon writes to every council leader about 'rising demand'
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‘Hi, I’m Paula’

Professional standards are important – but not more so than the people they are supposed to benefit

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Boldness pays off at Fareham

The transformation in customer service at Fareham is clear for all to see
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The Vanguard Periodical

Order your FREE copy now
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Integrated service: does it pass the milk test?

The case for moving beyond integrated services towards problem-solving with citizens and communities

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Making history, one life at a time

How a simple question – ‘what matters?’ – led to the transformation of social-care practice in Wales
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Yours is not to question why

Richard Moir finds striking similarities between leadership of the Battle of the Somme and modern organisations
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One day all leaders will work this way

The Nordic Business Forum's write up of Vanguard's Leaders Summit
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The Vanguard Periodical

Order your FREE copy now
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A Leaders Summit: The Vanguard Method in Action

Highlights from the event are now available
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The Vanguard Method and Beyond Budgeting

Vanguard is the UK partner for the Beyond Budgeting Round Table
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The work is not the problem

Jeremy Cox writes on the invisible system of management
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Casino banking

Where's the harm in a little gaming of the system?
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John Seddon presents at Beyond Budgeting Conference

Watch John's presentation at the London event (November 2015)
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When IT gets it

Maarten Goedee reveals IT's most important function
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Fareham Council wins transformation award

Fareham Borough Council wins award for improving service and saving £500K
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John Seddon gives keynote speech at the largest health conference in Ireland

on how to improve a health system
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Raiders of a lost art

Understanding the complex project archetype
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1813: Emergency healthcare in Denmark

by Vanguard Skandinavien's Andreas Ritter-Petersen
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The case against ISO continues

The effects of ISO on UK pathology services
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The assumption presumption

Why do businesses make decisions based on assumptions rather than data?
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An inside job

Keith Bennett reflects on life as an internal consultant
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Against collaboration

8 charges against collaboration in public services
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The purpose conundrum

How does an organisation become genuinely customer-focused?
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We need to change the way we think about banking

The case for customer-shaped profit centres
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A Vanguard response to the Volkswagen crisis

Does your organisation cheat too? Asks Hendrik Ascheberg
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The Vanguard Periodical – order your copy of Edition Two

The Vanguard Method is creating new knowledge in management theory and practice
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The Vanguard Method in healthcare

Seddon and Brogan spent a day with executives from the acute sector
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LGA publishes Vanguard Method Case Study

Download a new Vanguard Method case study from Fareham Borough Council
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An exploration into the failure of Lean

Read Seddon and O'Donovan's paper about the failure of Lean
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Archived News

Vanguard's archived news stories are here