Call centres facing self-imposed effectiveness hell
The Mirror has an exclusive report, Call centre staff facing targets hell. Workers in call centres in Britain claim they are being treated like battery hens and say conditions are getting worse. The Mirror has uncovered shocking working conditions with some staff allowed just EIGHT minutes for their toilet breaks during an eight-hour shift and [...]
A target is not a plan
In the News section of the May 2010 edition of Qualityworld (who I have written for) there is a report on a vote by readers on which of the political parties have the best appreciation of change. I noted that one respondent wrote, The Tories’ critisism of targets indicates that they do not understand the [...]
PDSA applied to PDSA
I was once at a meeting of consultants and we had got to the end of an interesting day learning about new ideas regarding organisations and how to improve them. The volunteer chair of the meeting got to the part of the meeting where we would suggest things that were good and things that we [...]
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