A recurring theme, as felt by me as a ‘customer’ of many services, is that the front-line person (apparently) ‘helping me’ with my need(s) has treated me like an idiot.
I’d expect that this has been experienced by most of you.
The front-line ‘helper’ has (subconsciously) slipped into ‘you’re an idiot’ mode because it’s sooo obvious (to them) as to how to do the thing that I’m currently struggling to achieve.
A chance conversation causes me to post this short sketchy brain fart (a partially formed idea in my little head) that I wrote ages ago…
Before the 1990s – before we had information technology (IT) – large service organisations operated with distributed branches of people working on paper files.
In this model, we had:
Implementing Effective Safety Solutions
...attempting to stand on their shoulders
The Work Of Alfie Kohn
Exploring And Discovering
Police Inspector and Systems Thinker
Thoughts and Insights from the Shop Floor
Deming, Vanguard, Systems Thinking and that, in a normal, ordinary command and control organisation
Making Lives More Wonderful
Bridging People and Ideas......
Squire to the Giants 