Seeing Shared Work within a System

Rhian Hamer and Sarah Lethbridge

Chapter 4 in Systems Thinking: From Heresy to Practice, 2011, pp 67-83 from Palgrave Macmillan

Abstract: Abstract Following the Gershon Report (2003), a public sector Shared Service Centre (SSC) was created to bring about joined up services and service transformation. This paper evaluates the Change Programme that was established in order to facilitate this transition in terms of success and sustainability. It also examines, to some extent, the services that the organisation provided. It discovered limited results from the original change programme, evidence of ‘failure demand’ (Seddon, 2005) and a dislocation from customer experience of the services offered. The paper then goes onto to describe a new programme of activity which has been designed to reshape the organisational system in order to increase the amount of ‘right first time’ work delivered to customers.

Keywords: Continuous Improvement; Change Programme; Strategic Objective; Service Offering; Customer Experience (search for similar items in EconPapers)
Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-29922-1_4

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DOI: 10.1057/9780230299221_4

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