Band of Brothers
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.
Family First… Second: Finding a solution to managing the workflow
The goals associated with Family First are both noble and needed. If we do not fix our capacity crisis in child welfare, we may never see the results we hope to achieve.
Where are those outcomes I ordered?
It’s a little hard to remember what life was like before Amazon two-day shipping.
The Fen-Phen Phenomenon is Killing Our Children
We all agree child welfare in our world is not as healthy as we would like it to be. No one wants to see vulnerable children at risk, but it seems like every attempt to get healthier isn’t working, and we are all clinging to the hope that the next thing we try will be the real deal.
Gaming the System
How the misuse of data impedes innovation
One and Done: The Strategy and Measures You Need to Make Your Call Center Work
In the face of increased customer demand and decreased resources, many human service agencies have turned to call centers in the hopes of serving more customers at less cost. What these agencies are quickly discovering is that phone centers actually drive up costs while killing employee and customer satisfaction at the exact same time. How [...]
Fear and Loathing in Chicago
Management lessons from the teachers’ strike.
The Dark Side of Accountability
Ken Miller draws from his latest book to explain how management-by-fear accountability systems rarely work and produce devastating side effects.
Public CIOs Need a Lesson From Bruce Lee
Bruce Lee's martial arts philosophy can help us better cope with growing demands on today's public CIOs.