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© Vanguard Consulting Ltd
It’s the system stupid!
The Vanguard Method: challenging convention
John Seddon
Visiting Professor, Derby and Hull Universities
Managing Director, Vanguard Consulting
© Vanguard Consulting Ltd
I think we have a problem...
‘Dangerous Enthusiasms’, Gauld and Goldfinch, Otago Press
© Vanguard Consulting Ltd
The Vanguard Method: challenging convention
Two opportunities:
Doing things better
Doing better things
© Vanguard Consulting Ltd
Doing better things
Management thinking is a primary cause of
sub-optimisation
© Vanguard Consulting Ltd
Management assumptions
All demand is work to be done
Specialisation = > efficient
Standardisation = > efficient
Manage people
Activity = cost
SLAs and standard times are means of
control
They know what their problems are
© Vanguard Consulting Ltd
The Vanguard Method
Studying the organisation as a system
reveals counterintuitive truths
Change is a normative process
© Vanguard Consulting Ltd
A counterintuitive truth
“95% of variation in workers’
performance is governed by the
system”
© Vanguard Consulting Ltd
© Vanguard Consulting Ltd
The Vanguard Archetype (transactional services)
Understand demandby ‘type and frequency’ Work as single
piece flow; ‘close’Measure actualtime
(knowledge)
(prevention)
Train against HFPVD ‘Pull’ support
Key measures: Capacity and capability
Or put ‘clean’into flow
Measure actualperformance in customer terms
© Vanguard Consulting Ltd
Doing things better
Management thinking is a primary cause of
sub-optimisation in SW development
© Vanguard Consulting Ltd
Dan is the man
Dan.Rodgers@vanguardconsult.co.uk
© Vanguard Consulting Ltd
Why do we believe in economy of scale?
We think we can make two types of savings:•Less of a common resource•Lower transaction costs through industrialisation
The former is marginal and trickyThe latter is plain wrong
Download from:http://www.systemsthinking.co.uk/6-economies.asp
© Vanguard Consulting Ltd
Re-thinking lean service
Why ‘lean’ appeals to conventional thinkers...And why it fails to deliver sustainable change...
Download from:
http://www.systemsthinking.co.uk/6.asp
© Vanguard Consulting Ltd
Simon Caulkin’s summary of the Leaders Summit:
Private-, public- and voluntary-sector service
organisations achieving jaw-dropping results and
culture change is free!
Download from:
www.systemsthinking.co.uk/6-leaders-summary.asp
Managing for the Better
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