Beat the Cuts: How to improve public services and easily cut costs by Rob Worth

Author:Rob Worth [Worth, Rob]
Language: eng
Format: epub
ISBN: 978-1-907722-90-5
Publisher: Ecademy Press
Published: 2012-03-15T00:00:00+00:00

Consequences of scale in service

When economies of scale are tried in service, performance deteriorates. The main reason is we try to replicate Adam Smith’s pin factory and break work up into parts. Hence the work becomes fractured, the number of handovers increase, each worker becomes deskilled with respect to the process as a whole and flow suffers.

There is a penchant for front office/back office splits. We add a call centre peopled by staff who don’t understand how the work is really processed to take calls, and a back office staff who can only talk to the customer via the front office. This means the flow of work is further broken. Because the call centre agents don’t know the work, they often pass dirty information to the back office, which then has to be sorted out, leading to rework, errors and delay.

This model has been encouraged by central government.

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