Ever filled in a Feedback which lets you award stars but not make a comment? In an often amusing but deadly book, the author skewers how organisations destroy complexity via bureaucratic categories and targets which provide useless information while impairing the end product. Want to set targets for NHS waiting lists or response times? Trolleys become beds, definitions change, but nothing actually improves. Call centres are a nightmare. The author sees few easy remedies but you feel better because he’s onto what’s wrong.
(Tony Pratt - bwl 110 Autumn 2023 ) |
