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- More words and phrases that kill customer service
- Does the fish rot from the head down? When organisations go toxic
- The myth of the rogue employee: rotten barrels create rotten apples
- Has horizon scanning failed the public sector by its inability to scan the financial crisis?
- To get better complaints: help the customer to complain
Tag Archives: Government
Is quality or timeliness the key to FOIA success?
Is quality or timeliness the key to FOIA success? If you work with freedom of information, you face an eternal debate: is it better to have a lower quality response on time or a complete response that is overdue. In … Continue reading
Posted in change, change managment, creative destruction, Uncategorized
Tagged foi, Freedom of Information Act, Government, local government, management, Organizational culture, timeliness
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Why do regulators fail to regulate?
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
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The myth of the Transparent Executive?
In recent years, there has developed a belief that transparency is good for corporations. The corporations benefit by letting shareholders, stakeholders, and customers know more about the company, how it operates, and what it intends to do. The information provides … 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
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The Tyranny of Time: the other side of open data
I came across the following reference to time within the retail sector and it made me consider how local government, or any business, thinks about time. An old saying in the retail industry is that: ‘If information is available monthly, … Continue reading
Posted in change managment, customer service, innovation, learning organisation, local government
Tagged Government, Government of the United Kingdom, Real-time data, Research and Analysis, Twitter
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