The only way out of the capacity crisis is to serve our customers completely and immediately. And data can now help us do this, when used correctly and applied at the most opportune time.
Accountability systems rarely work as they affix blame instead of fix systems. They also produce devastating side effects including workers gaming the measurement system and increase fear. There is a better way.
Every work system has its point of constraint, and that's the place to focus on to increase the organization's capacity. You're only as good as your weakest link.
What government does is noble and vital, but it can't deliver the value it should if we don't do a better job of making the work, work. The future of management is about more than technology and budgets.
How the misuse of data impedes innovation
Sometimes when we make reforms, government jobs get better too.
A text message conversation about how once management fads fade, the best concepts remain.
Moldy thinking about public employees can lead to a host of problems.
Ken Miller draws from his latest book to explain how management-by-fear accountability systems rarely work and produce devastating side effects.
All the challenges in government management share the same basic cause: a capacity problem.
