Local authorities need to move towards systems thinking, away from simply following Government targets, a major report for the consultancy Vanguard has argued. Public sector organisations need to apply the principles of teamwork and customer service and optimal resourcing, in line with principles established by W Edwards Deming and Joseph Juran last century. These are:
The work must be understood from the outside in. The design of work should be based on customer demand and therefore must consider the work from the customer’s perspective.
The system is designed against predictable demand. The demands on the service need to be analysed and understood to learn what the customer wants from the system.
Understanding the flow of work through the whole system is critical. This means developing an understanding of the work from end-to-end.
Operating the concept of ‘Pull’: This means that the work is done against demand: only do something when it is needed; but when it is needed and make sure you have the resource to do it straight away.
The people on the spot have the responsibility and capability to do what is needed. The proper design of jobs ensures that people doing the job have the responsibility to act. With this responsibility comes an ownership of the work and pride in it. The organisation should make intelligent use of its intelligent people.
Public sector management has been stymied by simply following Government targets, argues author Paul Buxton. He points to an example of a target to ensure that all planning applications are delivered within eight weeks. In one council, nearly all decisions took almost exactly eight weeks. ‘Presumably some could have done in less time and it is equally possible that some should have taken more, which begs the question as to whether the right decision has been made,’ he says. ‘It also suggests that management attention is focused on making the targets.’
Systems thinking is now being followed by an increasing number of local authorities in England, Mr Buxton added.
Read the paper at: http://www.thesystemsthinkingreview.co.uk/index.php?pg=18&backto=1&utwkstoryid=139
• Clive Morton, an expert in systems thinking, who has applied the principles of W Edwards Deming at different engineering and utilities firms, is the guest speaker at the Human Capital Forum meeting on 22 July. For details on how to attend, contact philipwhiteley@humancapitalforum.com