Occupational psychologist John Seddon of Vanguard  Consulting examines the systems in which we work and how they – not the people – are often the culprit for poor performance.

John Seddon makes the case that by taking the time to learn about the system of work and how it behaves when trying to process customer demand, it is normally revealed that the staff are rarely the cause of poor customer service, it’s usually the system of work that is creating the behaviour we don’t wish to see.

To read the article in full click the link below to read more.

 Find out more