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Seeing Shared Work within a System

In: Systems Thinking: From Heresy to Practice

Author

Listed:
  • Rhian Hamer
  • Sarah Lethbridge

Abstract

Following the Gershon Report (2003), a public sector Shared Service Centre (SSC) was created to bring about joined up services and service transformation. This paper evaluates the Change Programme that was established in order to facilitate this transition in terms of success and sustainability. It also examines, to some extent, the services that the organisation provided. It discovered limited results from the original change programme, evidence of ‘failure demand’ (Seddon, 2005) and a dislocation from customer experience of the services offered. The paper then goes onto to describe a new programme of activity which has been designed to reshape the organisational system in order to increase the amount of ‘right first time’ work delivered to customers.

Suggested Citation

  • Rhian Hamer & Sarah Lethbridge, 2011. "Seeing Shared Work within a System," Palgrave Macmillan Books, in: Keivan Zokaei & John Seddon & Brendan O’Donovan (ed.), Systems Thinking: From Heresy to Practice, chapter 4, pages 67-83, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-29922-1_4
    DOI: 10.1057/9780230299221_4
    as

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