At a time when service organisations face fierce competition and severe limiting of resources, this book offers a way forward. The tried and tested approach described here, influenced by the ideas of W. Edwards Deming and many other recent thinkers, is unusual in that it does not begin by demanding transformed thinking, or a new consciousness; that is where we are heading, but it is not the starting point. We begin our journey with the simple desire to make things better for the customer.The strategy presented here exploits hard won performance improvement data to overcome opposition and convince upper layers of management to go with the flow. Here is a practitioner's book that honestly deals with the tribulations of reality and yet provides a clear path to a positive future. Those involved in the public or service sectors will find insights and challenging ideas, providing confidence to achieve real change for your organisation.
At a time when service organisations face fierce competition and severe limiting of resources, this book offers a way forward. The tried and tested approach described here, influenced by the ideas of W. Edwards Deming and many other recent thinkers, is unusual in that it does not begin by demanding transformed thinking, or a new consciousness; that is where we are heading, but it is not the starting point. We begin our journey with the simple desire to make things better for the customer.The strategy presented here exploits hard won performance improvement data to overcome opposition and convince upper layers of management to go with the flow. Here is a practitioner's book that honestly deals with the tribulations of reality and yet provides a clear path to a positive future. Those involved in the public or service sectors will find insights and challenging ideas, providing confidence to achieve real change for your organisation.
A tribute to Shmuel Erlich for his eightieth birthday, this volume explores and challenges anew psychoanalytic thought, practice, and education. Erlich's "internal dialogue with my own knowing and...
l. THE GENERAL PROBLEM OF EPISTEMOLOGY There is a philosophical issue that surely precedes all other possible questions. It concerns the very possibility of our thinking about some thing to some...
Knowing to Know is a compilation of poetry and thoughts that express the author’s view of what life offers.The book is divided into titles: Happiness, Love, Fear, Beauty, A Friend. Each section...
The social world is saturated with powerful formations of knowledge that colonise individual and institutional identities. Some knowledge emerges as legitimised and authoritative; other knowledge is...
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