One of the most important capabilities for any organisations to have, is to be able to study their services from the customer's point of view. Most organisations lack this capability, and this means that the vast majority of their change activity makes services worse for the customer and increases costs. So the incentive you think has improved things has made things worse and … [Read more...] about Studying reveals the impact of incentives
targets
NHS Targets ‘have had their day’ as review set to introduce new revised targets
Lord Prior, chairman of NHS England is reported to have signalled that [NHS] 'targets have had their day' (The Telegraph, 14th February 2019). Targets and the choice agenda has led to a fragmented health care system and have 'failed almost totally'. Prior is quoted on how targets work in Accident and Emergency departments: "Of course the gaming that has developed around … [Read more...] about NHS Targets ‘have had their day’ as review set to introduce new revised targets
Motivation intrinsic, engagement free
For centuries we have been devising new tools to coerce and cajole workers to work harder or work the way we want them to. Douglas McGregor’s work in the 1960s categorised these attempts into two contrasting categories: ‘Theory X’ and ‘Theory Y’. Following the work of FW Taylor and scientific management, Theory X takes a more negative view of humans where they require external … [Read more...] about Motivation intrinsic, engagement free