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Category: Measures
The Patient Experience
Throughout my career, I have worked as a consultant across a wide range of industries. However, my passion is for healthcare.It can be hard to have the trust and belief that there is a way to make change that will benefit patients and the organisation as a whole, and still ensure that everybody is able…
Leadership in Australia: an existential crisis
It’s incredibly damning to watch the Banking Royal Commission roll on, and see leader after leader give token responses to quite serious questions. The type of questions that try to uncover further abuse of a completely disenfranchised customer cohort. Reading some of the headlines, quotes, and transcripts, and even watching footage on the news breaks…
Why leaders can get confused on customer strategy
It’s amazing how many customer experience strategy documents, articles, books and podcasts there are on the internet nowadays. It’s a veritable smorgasbord of how-to guides, self-help literature, and other consumables. An array of doors to choose, each one leading down a different hallway into a new realm of customer happy-joy times. The problem is that…
Gonski: Politics versus education
I was watching Simon Birmingham – the Minister for Education – on the news the other morning. He was talking about a whole whack of new Gonski review findings, and how the government will be supporting those findings, albeit with their own governmental twist in implementation. As I listened to what Simon was saying, I…
Coal to power the future? Ask your customers!
Over the past year, there has been a lot of talk through the media regarding renewable energy transitions. From the shutting down of coal-fired power stations, to the bans on fracking throughout various states and regions, a lot of chatter has occurred. It’s no wonder that the government wants to get involved in this dialogue…
NAPLAN: Comparisons are unhelpful. Ask the experts!
In recent news, Finnish education expert Dr Pasi Sahlberg is moving his family to Australia. He will take up a new position at the University of New South Wales, in the Gonski Institute for Education. His name might be familiar to those in the education sector – he was one of the architects of the Finnish education…
Australian political citizenship saga – where trust and power collide
One of the biggest things in the media at the end of last year in Australia was the political citizenship saga. Unless you’ve been living under a rock, you know that a whole whack of politicians have been stripped of their positions and removed from parliament due to having multiple citizenships. By-elections have been held,…
Centrelink: Busy signals are a symptom, not a cause
I have previously written about The Department of Human Services before. The article actually garnered a fair amount of attention, which is always a good thing… as such I thought I would revisit the DHS, Centrelink, Medicare, and so forth. The DHS could be a case study turned university doctoral thesis in itself, of how…
Sick days are signs of crisis
Occasionally, you will come across something that blows your mind. A level of stupidity beyond reasonable comprehension. You’ll wonder to yourself “what exactly were they ever thinking?!” A few weeks ago, I experienced this again. I was reading through a number of news articles, and one in particular jumped out at me. It was this…
A study in measures to change behaviour
Our household is participating in a study in conjunction with The University of Melbourne and South-East Water, in order to understand water consumption in households. The idea is simple and elegant: We are interested in understanding how customers respond to real-time feedback from the Amphiro B1 personal shower displays. From the literature, the concept enough…