they should do something northants3
TRANSCRIPT
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April 2013
They Should Do Something:
The Public Service Hero
Prof. Peter Latchford OBE
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April 2013
This Story
1. What’s going on?
2. Why it happened
3. Why it was hard to stop
4. Some new ways of seeing
5. Heroes and catalysts
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April 2013
What’s Going On?
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April 2013
The Machine Stopped
Picture of Wm Blake
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April 2013
Why It Happened
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April 2013
The Spanner & The Nut
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April 2013
Machines or Organisms?
Machine Organism
Environment
Key attribute
Leadership
Management
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April 2013
Machines or Organisms?
Machine Organism
Environment Consistent Chaos
Key attribute Stability Responsiveness
Leadership Engineering Meaning
Management Control, compliance Tension, team, tidings
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April 2013
Why It Was Hard to Stop
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April 2013
Somebody Else’s Problem
Picture of Columbia shuttle disaster
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April 2013
Somebody Else’s Problem
Picture of Columbia shuttle disaster
Picture of Magritte’s “This is not a pipe”
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April 2013
Boundaries
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April 2013
Boundaries
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April 2013
Boundaries
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April 2013
Some New Ways of Seeing
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April 2013
Organisations as Organisms
Organism:
• Senses (use more input types)
• Integrity of parts (customer journey)
• Nervous system (feedback loops)
• Purpose/meaning
• Blood (information)
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April 2013
Organisations as Organisms
Organism:
• Senses (use more input types)
• Integrity of parts (customer journey)
• Nervous system (feedback loops)
• Purpose/meaning
• Blood (information)
Relationship-driven
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April 2013
Organisations as Organisms
Quality Assurance:
• Specify and control
• Peer pressure
• Professional standards
• Mission clarity
• Open information
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April 2013
Organisations as Organisms
Quality Assurance:
• Specify and control
• Peer pressure
• Professional standards
• Mission clarity
• Open information
framework develop
mgmt as service
translators
behaviour not words
fairness
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April 2013
Organisations as Organisms
Organism:
• Senses (use more input types)
• Integrity of parts (customer journey)
• Nervous system (feedback loops)
• Purpose/meaning
• Blood (information)
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Management
Technique
Ownership Reframe
Three Perspectives
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April 2013
Progress
t-x
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April 2013
Heroes and Catalysts
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April 2013
Accountability/Blame
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April 2013
Need/Response Matrix
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April 2013
Ownership
We do not inherit the Earth from
our ancestors, we borrow it from
our children.
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April 2013
The Rebirth of Judgement
(Quality assurance)
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Nuremberg Defence
Picture of electrical plug
People obeyed orders to deliver shocks to other people, even when the recipients were clearly in pain. 68% of participants delivered the maximum potentially lethal shock of 450 volts. The shocks were faked and those being shocked were actors. Personality, time, culture and place were not a factor.
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The Balance
enterprise
welfare
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The Balance
enterprise
welfare
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April 2013
They Should Do Something:
The Public Service Hero
Prof. Peter Latchford OBE