49:19

A brief history of the Vanguard Method

07:10

Tampering: The Funnel Experiment

32:45

Evaluating social care as a system

01:55

Improve before you share

01:19

Purpose measures method

04:05

Economy of scale is a myth

01:26

Effective change requires no plan

01:15

Demand is the greatest lever

01:49

Manage value not cost

01:53

Culture change is free

02:29

Thinking flaws of the core paradigm

02:26

Functional Work Design

03:06

Targets

01:31

Setting Standards

02:45

Using the Hierarchy to Solve Problems

01:57

Using Reports as Substitutes For Action

01:59

Controlling What is Said to the Customer

03:17

Management’s Job as Control

01:43

Using the Hierarchy to Find Out What’s Going On

01:40

Thinking Good Enough

01:43

Managers Know Best

02:27

Introducing change without knowledge of the system

02:46

Fixing Problems Not Solving Them

01:46

Management by the Numbers

01:47

Making Decisions Without Knowledge of the Work

02:44

What can we learn from programmes of change?

05:32

Programmes of Change | Deliverology

08:06

Programmes of Change | DECATS

03:12

Programmes of Change | Commissioning

04:47

Programmes of Change | From TQM to Lean

07:11

Programmes of Change | Excellence Model

03:01

Programmes of Change | Lean

06:13

Programmes of Change | Prince II

06:38

Programmes of Change | The Balanced Scorecard

02:46

Programmes of Change | Payment by results

06:35

Programmes of Change | Best Practice

02:08

Programmes of Change | Customer Care

04:34

Programmes of Change | Mystery Shopping

04:23

Tool heads lack knowledge

02:20

Utility Billing Problem

02:56

Software Fault Handling

04:14

Regulation

01:36

Tewkesbury Hotel

02:36

Hoodwinking Customers

02:06

Advertising failure

01:09

Bringing Telephone Work Home

01:32

Where do your customers come from?

02:05

Benefits Processing

01:43

Quotations as a System

01:08

Systems Thinking and the Vanguard Method

03:14

Introduction

02:56

Thinking System Performance

04:01

How do we change our thinking?

02:07

Change is Emergent

02:06

The Vanguard Method

05:52

The truth about targets

00:59

The Vanguard Method described in one word

01:13

The role of management

02:07

Studying sales reveals the impact of incentives

04:28

Social Care – Portsmouth City Council