There is a fiction that suggests that business decisions are made on purely utilitarian grounds. Psychologists have shown convincingly that people value the avoidance of loss far more highly than capturing gains. There are many and significant implications for those seeking to implement change, particularly in an agile environment. The Agile Manifesto The Agile Manifesto and associated…
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The concept of “capability” has long been used in strategic analysis to establish defensible leadership. What are the capabilities that are being established by leading service providers and customers? How do you assess the difference between hype and substance? The bar of acceptable performance has always risen over time. Right now, the rate of change…
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Outsource agreements are characterised by long durations and high switching costs. Some fail; some drive innovation and soar; most get by. What is the role of trust in such a service and what can you do to obtain the best value? Volkswagen is being pilloried world-wide for deliberately deceiving customers and the public in diesel…
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IT projects are complex, prone to delay and often fail to deliver the expected benefits, or any at all. Whilst each project is different, the reasons for failure are often similar. Sometimes the fault lies with the supplier, sometimes with the customer, frequently both. In this article, we look at common failings on the part…
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IT projects are complex, prone to delay and often fail to deliver the expected benefits, or any at all. Whilst each project is different, the reasons for failure are often similar. Sometimes the fault lies with the supplier, sometimes with the customer, frequently both. In this article, we look at common failings on the part…
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Service Integration and Management (SIAM), also known as multisourcing, is all the rage. What is the essence of integration, what do you get from it and how do you make it work? I am suspicious of fashion, as anyone who has seen my wardrobe will attest. That there is a new management fad promotes interest…
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There are many models by which a service may be priced and a deal constructed. Whatever the approach used, there are considerations that both of the parties should weigh before they agree. What is likely to be going on and how can you obtain the best outcome? During the process of engagement between customer and…
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Success in delivering change is dependent upon the ability of project managers and others to wield influence, build support and overcome resistance. Services, projects and companies are social entities supported by human endeavour. Their functions are shaped by personal agendas and relationships which can be engaged to advantage, or ignored at peril. A new book…
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The UK government has been shocked by the weaknesses in its commissioning and contract management of services revealed by the G4S and Serco incidents. At a time that both public and private sectors depend ever more heavily on their service suppliers, what are the lessons to be drawn? In July 2013 serious malpractice was found…
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My dear son, It is a cold December evening. Manchester’s wind is raging on the window of my hotel, tears running down its face. A sad end to a good day. It was good to share a meal with you on Sunday, distracting you briefly from your university studies. As we spoke about your hopes…
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