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Benefits Processing
Studying systems reveals the nature and causes of sub-optimisation.
Front-office, back-office designs drive costs up
DWP’s ‘best practice’ not best
The ‘profession’ of management is a hoax
How to Study – Step 2: Studying demand
Interim Report: Rethinking Advice Services in Nottingham
It’s the System, Stupid! Radically Rethinking Advice
Advice UK’s problems downstream of the DWP
More systems views of sub-optimisation
Regulation
Where do your customers come from?
Advertising failure
Hoodwinking customers
Tewkesbury Hotel
Tool heads lack knowledge
Software fault handling
Utility billing problem
Quotations as a system
Bringing telephone work home
