Just when you were thinking that John Seddon had been quiet for a while, up pops a paper on the topic of NI14, what more can I or anyone say, just read it –
http://www.systemsthinking.co.uk/9-nihorse.asp
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The Great E-mancipator
A discussion point on electronic government performance
About me
The blogger is Mick Phythian, a Research Associate at De Montfort University in Leicester, U.K. and former ICT Manager at Ryedale District Council in North Yorkshire, England. He was also a founder member of the Local CIO Council and regional Chair of Socitm.Any opinions expressed on this weblog are purely those of the author.
He is not the Great Emancipator! The Great Emancipator was President Abraham Lincoln. The blog is so-called because some people perceive e-government, transformational government or, heaven forbid, government to be the emancipator of us all...
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John now has a podcast available via podcast or via the Systems Thinking Review.
http://www.thesystemsthinkingreview.co.uk/
NI14 will damage customer service and lead them to do the wrong thing.