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April 2013
They Should Do Something:
The Public Service Hero
Prof. Peter Latchford OBE
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
April 2013
What’s Going On?
April 2013
The Machine Stopped
Picture of Wm Blake
April 2013
Why It Happened
April 2013
The Spanner & The Nut
April 2013
Machines or Organisms?
Machine Organism
Environment
Key attribute
Leadership
Management
April 2013
Machines or Organisms?
Machine Organism
Environment Consistent Chaos
Key attribute Stability Responsiveness
Leadership Engineering Meaning
Management Control, compliance Tension, team, tidings
April 2013
Why It Was Hard to Stop
April 2013
Somebody Else’s Problem
Picture of Columbia shuttle disaster
April 2013
Somebody Else’s Problem
Picture of Columbia shuttle disaster
Picture of Magritte’s “This is not a pipe”
April 2013
Boundaries
April 2013
Boundaries
April 2013
Boundaries
April 2013
Some New Ways of Seeing
April 2013
Organisations as Organisms
Organism:
• Senses (use more input types)
• Integrity of parts (customer journey)
• Nervous system (feedback loops)
• Purpose/meaning
• Blood (information)
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
April 2013
Organisations as Organisms
Quality Assurance:
• Specify and control
• Peer pressure
• Professional standards
• Mission clarity
• Open information
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
April 2013
Organisations as Organisms
Organism:
• Senses (use more input types)
• Integrity of parts (customer journey)
• Nervous system (feedback loops)
• Purpose/meaning
• Blood (information)
Management
Technique
Ownership Reframe
Three Perspectives
April 2013
Progress
t-x
April 2013
Heroes and Catalysts
April 2013
Accountability/Blame
April 2013
Need/Response Matrix
April 2013
Ownership
We do not inherit the Earth from
our ancestors, we borrow it from
our children.
April 2013
The Rebirth of Judgement
(Quality assurance)
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.
The Balance
enterprise
welfare
The Balance
enterprise
welfare
April 2013
They Should Do Something:
The Public Service Hero
Prof. Peter Latchford OBE
![Didactic They said it [my speech] should be something suitable to youth-something didactic, instructive, or something in the nature of good advice. -Mark](https://img.pdfslide.us/doc/110x75/56649f1d5503460f94c34ca6/didactic-they-said-it-my-speech-should-be-something-suitable-to-youth-something.jpg)
