Organisation integrity
Organisations as systems
Organisations are not rational
Systems influence behaviour
Costs and causes of costs
Learning to learn
Service delivered by system
Taking a whole system view
Understanding variation
Performance differences?
Having a purpose
Make and sell
Experience - block to learning
Culture
Paradigms
How to do work
Check
Sub-optimisation
Deming model
Baldrige model
European and UK model
Vanguard model
System conditions/processes
Deming's 14 points
Deming's 7 deadly diseases
Partnership or rape?
Suppliers and standards
Controlling inputs
Mis-conceptions about suppliers
Supplier management
Red beads
System conditions - examples