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Kort introduktion till systemtänkande

Enklast är att börja skaffa sig en förståelse för systemtänkande, grunden i allt det vi gör på Vanguard. Vi har satt samman en introduktion som finns att ladda ner som PDF, med de grundläggande inom systemtänkande. Ladda ner Introduktionen till Systemtänkande.

Introduktion till systemtänkande – Intervju med John Seddon

Vi har samlat några av de viktigaste bitarna i Vanguards metod i filmen nedan. 2006 var John Seddon med i “Waterton Challange” ett initiativ för att förbättra ledningen och stryningen i Wales. Efter presentationen John Seddon intervjuades John av Dr Paul Thomas från Glamorgan Universitet. Filen innehåller följande kapitel, för att bläddra tryck på pilarna [...]

Podcast om Vanguards metod

Vill du åt kärnan i Vanguards metod, är denna korta men innehållsrika föreläsning ett måste. John Seddon föreläser här om upp de grundläggande delar som utgör det tankesätt Vanguard använder i sina förändringsprogram.

Going beyond “The Machine …”: The story of Taiichi Ohno and the Toyota Production System

An economic legend in its own lifetime, Toyota represents the apogee of Japanese post-war economic success. Even in these turbulent economic times Toyota’s market capitalisation comfortably outstrips all of its ‘Big Three’ American rivals. On 2007 figures, Toyota had overtaken Ford and drawn level with General Motors in global sales, despite taking substantially fewer man-hours [...]

Systems thinking – management by doing the right thing

What we have witnessed in the last 20 years is a series of programmes of change failing to achieve their intended outcomes. Customer Care, ISO 9000, TQM, ABC, BPR. All the research and experience show that the latest panacea does no better than its predecessors. Over and over again improvement programmes are thwarted by commonly-known [...]

Public sector targets: doing less of the wrong thing is not doing the right thing

This paper was sent to Ruth Kelly, Minister for Communities and Local Government, on January 2 2007 with the following accompanying note: Dear Mrs Kelly, Firstly I should commend your recent White Paper for providing a framework within which the systems approach might be more easily employed by local authorities. I say this because much [...]

From Sweat Shops to World Class – Transforming Call center operations

Why do organisations set up call Centres? To improve customer service and reduce costs. In practice, the introduction of Call Centres has often resulted in WORSE service and HIGHER costs. How has this happened? The essential problem is that Call Centres have been set up using the principles of scientific management. These ideas are plausible [...]

Design against demand

When you can predict why customers call a Call Centre from the customers’ point of view, and you know what matters to the customers (the ‘value’ work); and then, when you respond to the customer you do only the ‘value’ work; you find your service improves as your costs fall. Customers ‘pull’ value from the [...]

Better thinking about managing people

One of the key assumptions in call centre design and management is that people can be held accountable for their performance. Call centre workers are appraised on the amount of work they do – how many calls they take and how long they take on calls. In fact their performance is governed by many things [...]

Better thinking about demand

One of the fundamental mistakes in call centre design and management is to treat all demand as units of production. Call centre managers are preoccupied with ‘how many people do I need?’ and ‘how many calls do they have to take?’ Managers are regaled with data about demand. The modern ACD systems and associated software [...]

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