tag:blogger.com,1999:blog-7023145582719477770.post1979745728111556460..comments2021-03-26T10:26:47.049+00:00Comments on Will Hughes: Standards and regulationsWill Hugheshttp://www.blogger.com/profile/00953018867388632094noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-7023145582719477770.post-60315394703762986762010-12-11T16:32:58.960+00:002010-12-11T16:32:58.960+00:00Interesting question Will.
I find the "servi...Interesting question Will.<br /><br />I find the "service-profit chain" concept by Heskett (and?) a useful model in respect of tackling this issue. <br /><br />As a Facilities/Workplace Management, and/or performance management consultant (and ex pupil of yours, of course!) its a balance, as are most things in reality. A trade off between "assurance" that a minimum acceptable standard has been achieved, and encouragement for managers (and outsourced providers/ contractors) to seek higher levels of performance.<br /><br />A bit like school league tables..."encouraging" all schools to attain a minimum standard of GCSE passes, but aiming to also account for the 'best of the best' at the top end.<br /><br />Also look at Dr Tim Springer (Illinois) - on linkedIn - work on "knowledge worker productivity". Productivity cannot be measured in traditional ways, as we dont work in factories...(unless one os unfortunate enough to work in a call centre - the modern factory....)<br /><br />cheers Will<br />Paul Carder<br />occupiers@ntlworld.comAnonymousnoreply@blogger.com