The (over) Enthusiasm of Youth. A long time ago (over quarter of a century), in a Galaxy far, far away (St. Mellons, East Cardiff) I learnt all about Root Cause Analysis (RCA), and my life was enriched. I was freshly equipped with a science degree, doing science based things at work and RCA fitted perfectly. […]
Scaffolding: Temporary, Lightweight and a Utilitarian Metaphor.
I’m a bit of a sucker for metaphors. Which one of these descriptions works best for you? Option A. “To make this project something that will be a success for many years we need to put up the right sort of ‘scaffold’ to help it develop…” Option B. “To ensure the successful delivery of the […]
Crowdsourcing Covid Recovery Ideas. Do I Panic and Scream or Do I Rejoice?
Is it just me… or are there an overwhelming number of ‘bright idea schemes’ floating around at the moment? All of them searching for the big idea that will make life better after COVID. A lot of what I’m seeing are versions of ‘crowdsourcing’. Ask lots of people a question, and they will eventually come […]
Customer Contact Centers After Covid. More Human, More Local, More Joyful?
It’s Down By There… I had two experiences of Customer Services this week. One was a terrible grind, the other left me feeling joyful. The terrible grind is what you might expect when trying to cancel a conscription* with a massive global company. You don’t actually get to speak to anyone human. It’s just a […]
Ordinary Clay, Not Gold and Silver #Cynefin21
Clai cyffredin nid aur ac arian. Being ordinary doesn’t feel like much of a goal does it. It’s certainly not aspirational in the sense of the ‘happy clappy’ vision statements you see in lots of corporate documents. But ordinary and mundane are essential. This is the stuff of everyday life, the fabric of society, the […]
Going Blind on a Spacewalk. Can Simulation Training Help?
Imagine you’ve made it to the International Space Station (ISS), left the ship on your spacewalk, then you go blind. What do you do? This is a guest post from my friend Sam Williams (@SamW112358 on Twitter). It’s Sam’s first post and is a prelude to him launching his own blog. Hopefully you enjoy it, […]
Is anyone deploying ‘Innovation and Learning’ people alongside COVID-19 Response Teams?
This is a genuine question. I only ask because there’s something from Dave Snowden rattling around my head that seems particularly relevant at the moment. “In a crisis, you should always deploy an innovation team alongside the business recovery teams…to capture the novel practice” The point of this statement (for me) is that during a […]
COVID-19. Will Lady Macbeth style Hand-Washing at Sports Stadiums become the long term ‘norm’?
Now wash your hands, please. Forming an orderly queue at the rugby/football stadium toilets to wash your hands has become quite a thing. Well, according to Twitter, where it’s being mentioned a fair bit at the moment. From a personal viewpoint I’ve attended rugby based ‘mass gatherings’ at stadiums for many years, and I can […]
Trojan Mice in 900 Seconds
Be careful what you wish for… After blathering on about Trojan Mice for ages people have actually paid attention. Thank you Paul Taylor for the mentions in this post ‘The Complex Problem with Big Change Programmes’ and ‘People Aren’t Sick of Change, They are Sick of Change Programmes’. There’s an important point in Paul’s posts. […]
Campbell’s Law and why Outcome Measurement is a Dead Cobra.
Target setting and ‘outcome measurement’ are part of a vast industry of checking and ‘holding to account’ but basically it doesn’t work, and probably causes more problems than if you didn’t bother in the first place. That’s a bit controversial…, particularly if you are in the game of; measurement, checking and ‘holding to account’. Let […]
