Pursuing an unquestioning belief in economy of scale, managers of service organisations have industrialised their operations. Front- and back-offices, glued together by IT systems are now the norm. But being normal is not the same as being right.
John will outline the counter-intuitive truths, describe the systems approach to organisational change and will argue for a different way to develop IT that costs less and delivers more. Prepare to be challenged, disturbed and inspired.