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Self-Inflicted Targets

Managers must protect their staff from external targets and adopt a merciless measurement approach, focused on improvement not arbitrary achievement.

Kano Model Analysis

Dr Noriaki Kano developed Kano Model Analysis in the 1980s, as a tool for analysing and understanding customer satisfaction. It is used when designing new, or reviewing existing products and services to keep focus on customer expectation and satisfaction, rather than solely cost of delivery.

Murphy’s Law

Most of us are aware of the adage that ‘Anything that can go wrong, will’. It is attributed variously, but we mainly know of it as Murphy’s Law.

Housing Sector Scorecard

This year sees the launch of a pilot scheme of an Affordable Housing Sector Scorecard aimed at improving efficiency across the sector. The year-long pilot will test an agreed set of indicators and identify possible improvements. The purpose is to provide a set of agreed metrics, to understand how providers are performing against other organisations in the sector and to ensure they continue to strive to provide value for money for customers.

Merciless Measurement in Policing

The demands on policing have changed significantly over the past 10 years. Overall crimes and incidents have decreased, whilst new crimes are emerging. Many of these crimes are associated with vulnerability, public protection and safeguarding and require more policing resources, being generally more complex to investigate. All this in a landscape of financial uncertainty and where police officer numbers continue to fall.