Those of you who know me, know that I have an affinity for the British occupational psychologist John Seddon. His specialty is improving service organizations, particularly in the public sector.
Seddon is the author of several books, including the wonderfully titled I Want You to Cheat!: The Unreasonable Guide to Service and Quality in Organziations. One of the basic themes running through his work is that most attempts at controlling cost and quality through the top-down imposition of arbitrary targets are doomed to failure. Improvement comes from first understanding the work from the point of view of the customer and the font line workers.
For those interested in learning more, there are several online videos (like this one) of Seddon in action.
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About Me
- Martyn Clark
- In the past, I've developed language proficiency assessments and done research on instructed second language acquisition. In my current position, I spend most days wrangling data in a higher ed context.
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