John Seddon believes in the importance of good services to the public, particularly in providing care. He has been working with organisations in many sectors to help their leaders understand for themselves why they are not working and how to make them excellent. Apparently it is all about understanding failure demand. He is also deeply dismayed by the determined blindness of Whitehall to how their approach to cost control, outsourcing and commissioning ensures that these services do not meet people’s needs, while their costs escalate. The good news is that at least the Welsh First Minister has got it. The Mint found out more.
Read the transcript here.