Simon Caulkin

Articles

• Ideas from the Tiger's Head   view details
  "This is a critical distinction: if managers mistakenly tamper with a stable process, believing an occurrence is exceptional, they introduce an external cause, which destabilises it. Targets do the same thing." Remarkably nuanced description of using cont

• Life Beyond the Short Term   view details
  "Some of Deming's points seem disarmingly simple, others counterintuitive. Note that there is nothing about shareholder value, or, at the other extreme, about being nice to people - just a powerful system for focusing everyone's attention on doing the imp

• The rule is simple: be careful what you measure   view details
  "Activity measures prevent managers from seeing that cheaper calls aren't the answer: better to improve the service so that they don't need a call centre with all its associated costs in the first place."