…or why startups can totally kill it if they understand this.
Here is John Seddon’s (Vanguard) keynote speech presented at the Øredev 2010 conference in Malmö, Sweden. This should be required viewing for anyone who’s involved in building Information systems.
Found it at 58bits.
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[...] davidsprott: RT @gkathan: John Seddon – a master class in how NOT to use IT in services. Optimize value, not cost. Brilliant. http://tinyurl.com/dygdcpg [...]
[...] John Seddon of Vanguard uses the example of a local authority that was building endless call centers but making very little impact on the customer’s experience of their services. The problem was that an agent would take the call and then a field service person would turn up at the property at any time, this meant that 50% of the time there was no one home and would leave the premises without the problem being fully fixed. Every call after that, every reschedule is termed “failure demand”. Failure demand adds no new value. [...]