Category Archives: Uncategorized

If it is not written down, it did not happen: a problematic approach to customer service

Posted on December 14, 2013 by lawrence serewicz

The phrase is often used to describe the need for good records management and good documentation practices in investigations. One website suggests it as an approach to capture knowledge [link], while another suggests it can be used to help investigations [link]. The … Continue reading →

Posted in Uncategorized | Tagged Business, Complaint, Customer, customer service, Information Commissioner, Organization, social media, Twitter | Comments Off

Is the tech revolution helping or replacing the front-line worker?

Posted on November 18, 2013 by lawrence serewicz

I have noticed some trends in recent statements about the future of work that I want to explore with this post. The middle manager is now the front-line worker and is soon to be replaced. The first is that the future technological work … Continue reading →

Posted in change managment, culture, information management, management, Uncategorized | Tagged Business, Frontline, Knowledge Management, Knowledge worker, Social work, technology, Wall Street, Work | Comments Off

Snowden’s public resignation as a whistle blower: lessons for changing an organisation?

Posted on June 14, 2013 by lawrence serewicz

Recently, Edward Snowden publicly leaked National Security Agency (NSA) documents in a bid to alert the public to the surveillance state. He wanted to change America by igniting a debate over security and privacy. By disclosing documents publicly and speaking … Continue reading →

Posted in Uncategorized | Tagged current-events, edward snowden, Goldman Sachs, HBOS, National Security Agency, NSA, Sherron Watkins, Snowden, United States, Whistleblower | 2 Comments

Tesco, horsemeat, and how to write an apology letter.

Posted on January 20, 2013 by lawrence serewicz

Tesco has been at the centre of a food scandal recently in which value beef burgers sold under its label were found to contain horsemeat. While other companies such as Aldi and Iceland have been involved, Tesco has received … Continue reading →

Posted in Uncategorized | Tagged Aldi, apology letters, FSAI, Horse meat, Iceland, Ireland, Johnson, Tesco, Tylenol | 2 Comments

Are you a filer or a searcher? Did your organisations teach you to file?

Posted on September 15, 2012 by lawrence serewicz

I know the title of this blog sounds like an obvious question and it may be a basic one. However, I wonder how many companies start from that basic level when developing their staff. How many teach their staff to … Continue reading →

Posted in Uncategorized | Tagged Archives and Records Management, Business, Business Services, change management process, Computer file, Consulting, enterprise-it, ICT, inflection point, it-security, NetApp filer, records management | 8 Comments

Why do regulators fail to regulate?

Posted on July 21, 2012 by lawrence serewicz

When people hear about regulators failing to spot problems, they often think the regulators are incompetent. The headlines around these cases present a picture of regulators unwilling, unable, or unprepared to do their jobs. Even though regulators may have flaws, … Continue reading →

Posted in Uncategorized | Tagged Audit Commission, Care Quality Commission, Commodity Futures Trading Commission, CQC, Financial regulation, Financial Services Authority, FSA, Government, politics, United States | Comments Off

Meet and greet: using the festive season for cross departmental meetings.

Posted on December 20, 2011 by lawrence serewicz

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

Can Councils make money from e-learning?

Posted on September 9, 2011 by lawrence serewicz

I recently used Adobe Captivate for the first time to make a training module on Data Protection. What struck me about the experience was the following. First, it was relatively easy to rewrite a policy into a series of PowerPoint … Continue reading →

Posted in elearning, information management, knowledge worker, local government, Uncategorized | Tagged Adobe Captivate, Dave Briggs, Distance Learning, E-learning, Knowledge worker, Online Training | Comments Off

Why don’t organisations manage their information in the same way they manage their money?

Posted on September 1, 2011 by lawrence serewicz

In the expanding social media age, I wonder how many organisations spend as much time managing their money as they do their information and knowledge. By that I mean, there are regular reports on the financial position. Managers hold regular … Continue reading →

Posted in data protection act, email, information management, innovation, knowledge worker, relative success, Uncategorized | Tagged Data Protection Act, email, financial management, fines, information management, records management, retention, value | Comments Off

Do we need change mangement because organisations cannot learn?

Posted on August 27, 2011 by lawrence serewicz

I have been reflecting on the relationship between learning and change and improvement for organisations. I know that an organisation can be a learning organisation, but does it learn? An organisation may have tools to learn and it may have … Continue reading →

Posted in change managment, knowledge worker, path dependency, Uncategorized | Tagged change, change management, learning, training | 1 Comment