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| Events at which John Seddon is Speaking |
Centre for Systems Studies
Research Seminar
Wednesday, 25th April 2012 at 1.30 pm - 3.00pm
Venue: Derwent, SR3
A Systems Approach to Service Design:
Unlearning and Learning
John Seddon
Vanguard Ltd.
Visiting Professor in the Hull University Business School
Current conventions in service design are just that - conventions. 'It's people that make the difference'; 'activity equals cost'; 'internet and telephone channels are cheaper that face-to-face service contact'; 'economy comes from scale'; 'inspection improves performance'. These are just some of the widely-practised norms of service management, and all of them are wrong. Or, to put it another way, they are actually causes of sub-optimisation - they make service performance worse.
Unlearning convention is best achieved normatively, by doing - and by studying the organisation as a system. This is the first step in Seddon's 'Vanguard Method'. The second step is to use what has been learned to redesign service operations on the basis of what at first appear to be counterintuitive truths: it's the system, not the people; costs are in flow, not transactions; economy comes from flow, not scale; and prevention beats inspection.
John will illustrate these ideas with case studies from both the private and public sectors. All of the organisations discussed in the case studies are setting economic benchmarks as well as, paradoxically, engaging people and transforming morale.
Date: Wednesday, 25 April, 1.30 pm - 3.00pm
Venue: Derwent SR 3
The seminar is open to the general public.
Refreshments will be provided. In order to reserve your place please email Susan.Humphrey@hull.ac.uk no later than Monday 23rd April 2012.
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