Re: Where is the Evidence?

[John Seddon <john@vanguardconsult.co.uk>]

Here is a bit of evidence:

Go into any Call Centre (factories with people on telephones).  You will
find that managers measure peoples' activity - calls per day and the like.

Take a current measure and put it in a control chart.

Go to the people who do the work, show them the chart, explain what it says
and ask questions about the causes of variation.  Brainstorm a list.

Then, with these people and their managers, ask which of these causes is
'in the system' and which is attributable to agents?

The answer is always as WED said - more than 95% attributable to the system.

Amazing that the design of managers' roles has them working on the 5% AND
causing variation to boot.

John
John Seddon
Vanguard
http://www.vanguardconsult.co.uk
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