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Author Archives: lawrence serewicz
Using your company’s services like a customer: your chance to learn and change?
In a recent blog post, Dan Lee had an excellent suggestion that gets to the heart of local government improvement. On point 12 of the post, he suggested that “Use local government services like a resident would to see how … Continue reading
Posted in change managment, culture, customer service, innovation, local government, management
Tagged Peter Drucker, Robert McNamara
1 Comment
The myth of the rogue employee: rotten barrels create rotten apples
Often people will say that a problem has happened because of one “rogue” employee (reporter, cop, trader, or whatever). This is a myth, a dangerous myth. Why is this a myth? All employees work and operate within an organisational context. … Continue reading
Posted in coruption, culture, management, phone hacking
Tagged corruption, Employment, News Corporation, News of the World, organisational culture
5 Comments
Do we still have typing pools?: Why culture trumps technology even social media
Dan Slee posted an interesting and provocative post with predictions about the future of social media in local government. http://danslee.wordpress.com/2011/12/30/epic-change-12-predictions-in-digital-in-local-government-for-2012/ I thought I would give my response and my prediction at the end. Overall, I tend to agree with him … Continue reading
Posted in change managment, knowledge worker, learning organisation, local government, path dependency
Tagged JFDI, local government, social media, Twitter, yammer
1 Comment
Why Facebook and Google’s strengths are their strategic weakness: privacy and search logic become their downfall.
Google and Facebook are similar in many ways because they both work to find ways to profit from their service users. In their own way, they want to take advantage of their respective strengths. Yet, in this task, they show … Continue reading
Meet and greet: using the festive season for cross departmental meetings.
With the holiday season upon us, it is important to reflect upon the meetings we are hosting and attending. At these times, it is important to remember Peter Drucker’s advice in following Alfred Sloan. All meeting have a purpose and … Continue reading
Posted in Uncategorized
Comments Off on Meet and greet: using the festive season for cross departmental meetings.
Outsourcing Records Management and Archives: A hypothesis in search of evidence
In today’s financially constrained times, there is a search to find ways to do more with less yet increase efficiency and effectiveness with records management. One area where savings and efficiencies have been promised is in records management.*** In particular, … Continue reading
Media response to a political crisis is different from business crisis: lessons for Microsoft
The difference between a political crisis and a business crisis, from a media response perspective might be small, but it is important. The structure to a political crisis has a different focus and context. Politics is structured around wrestling in … Continue reading
Does the fish rot from the head down? When organisations go toxic
An ancient phrase says that a fish rots from the head down. The phrase is known in China as well as Europe in the middle ages. http://www.phrases.org.uk/meanings/fish-rot-from-the-head-down.html What is interesting about the consistency between the meanings for the phrase is … Continue reading
Posted in change managment, learning organisation, local government, management
Tagged Business, Enron, Government, Jeffrey Skilling, Kenneth Lay, Xenophon
5 Comments
Freedom of Information and Transparency performance improvement tools: Case Study: Camden squatters and empty properties
In the press there has been some concern that the move towards transparency either in £500 spend lists or specific requests for disclosure of information, has led to increased fraud. However, I would argue that neither FOI nor the transparency … Continue reading
Words that kill customer service
When dealing with customers, the language you use can mean the difference between a satisfied customer and a lost customer. In particular, when trying to recover a customer, such as following a complaint, it is important to avoid these words. … Continue reading
Posted in customer service, learning organisation, management
Tagged Business, Complaint, Customer, Customer Management, customer service
2 Comments
Thoughts on management 
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