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Utility Billing Problem
Studying systems reveals the nature and causes of sub-optimisation.
Service is delivered by the system
Taking a whole system view
Check: getting knowledge
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
Quotations as a system
Benefits processing
Bringing telephone work home
