An internal market

I think a lot about customer service.  I wear my Institute of Customer Services badge with pride.  You would think, therefore, that I would be supportive of the concept of the internal market. Well I’m not, at least not completely. The idea of the internal market is that services and functions within an organisation treat … Continue reading An internal market

In praise of Dickens

Happy birthday Charles Dickens.  So much has been written about him already that my few hundred words aren’t going to make much of a difference but here goes. I’ve just finished Great Expectations for the second time. I picked it up having enjoyed the BBC’s adaptation which they showed over the Christmas period.  It’s a … Continue reading In praise of Dickens

Solve your own problems

In many of the organisations in which I have worked, whenever we have been faced with a big issue to resolve, someone always pipes up with ‘What do [insert name hear] do?’  The name to insert is our neighbouring authority, our biggest competitor or our most admired organisation.  Everyone agrees that a visit to that … Continue reading Solve your own problems