Some basic tools are needed to redesign operations to improve performance. Many people charged with responsibility for managing services have limited skills in how to redesign and improve them. Here is a simple and effective approach – just separate, relate and integrate.
The separate bit is about understanding the different demands being placed on the system. Usually, a performance problem is masked by a mess of different demands that have been mixed in one or two delivery processes. The important characteristics of services demand are the expectations of people creating the demand and how the demand is presented. It is essential to separate each type of demand according to its performance objectives and characteristics. Continue reading →
In the first post I discussed a tool that you can use to test your current job design to see whether it has been designed for high performance. In the second post I elaborated on the theory behind the tool. In this post (another long one I am afraid) I will attempt to apply it to design three local government management positions that I am familiar with.Continue reading →