It’s not a behavioural problem: it’s the system


What we need if we want organisational transformation, if we want more effective organisations, if we want people to find the work they do meaningful: we need to work with the whole system. A buddy of mine in England recently observed that most people seem uninterested in effectiveness. Sad but true, I fear. Still desperately clinging on to “scientific” management mythologies, many folks just seem to want the numbers to add up and people to do what they’re told. A scary prospect if your business has just appointed a new global CEO who is a bean-counter by background and disposition and whose single-minded purpose is to show the shareholders that they are getting richer every quarter. Calling a performance issue a “behavioural problem” comes out of a mechanistic worldview. Yuck.

quantum shifting

Don’t ask a systems thinker for advice on managing performance or staff engagement.  They will probably say something pretty fruity and you’ll wind up frustrated by how fervently they trash conventional wisdom on the subject.  Of course performance, engagement, recruitment, they’re all connected, so your systems thinking friend will sound like a fruit loop because they’ll see the whole picture and proceed to suggest that you are asking the wrong questions, when all you wanted to know is “how to get people to do stuff”.  You go to them as a sounding board because there is something you like about the way they think; when you’ve talked previously, they come up with ideas that seem counter-intuitive at first, but are actually surprisingly on the money.  However, when it comes to a sticky situation you are actually dealing with, you don’t want to hear them bang on about the system, the…

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Transparency the price insurance can’t afford:: MP’s have claims management companies in their sights


As I have been saying for several years, when it comes to TRANSPARENCY for the insurance industry, “resistance is futile”!!!

Whether the current concern is broker commission disclosure, OFT investigations in pricing and activities of the motor insurance market, the collapse of Merlin Loss Adjusters, appalling customer service or Loss Assessors being sent to prison THE MESSAGE IS CERTAINLY TRANSPARENT…but, for how much longer can the industry remain in denial?

The decision of government business managers to schedule a three hour backbench debate next Thursday (8 November) on the Regulation of Claims Management Companies shows the level of concern across all parties at the activities of these firms, especially in relation to personal injury claims and payment protection insurance (PPI) compensation.

via MPs have claims management companies in their sights- 01 Nov 2012 – Post Online Blog.

So we have a “dysfunctional” motor market…or is that just the tip of the iceberg?


MY point is that, whilst steps are now being taken to tackle this problem the fact remains that, as usual, it is the “customer” who foots the bill.

Sadly, it is a similar story when it comes to dealing with household claims, except that the lawyers have been replaced by insurer-sponsored Repairer Networks and nationwide franchise operations. Their interest is in recovering the margin (and more) – squeezed out of them by insurers in return for “approved repairer” status – by cutting corners or inflating reinstatement or repair costs on multiple claims.

Both of these scenarios are “extensions” of the practice – that has exploded in the commercial insurance market in recent years – of paying brokers excessive and unsustainable commissions to sell and service their products.

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Insurers are so desperate to maintain GWP that they will forego underwriting profit in its pursuit!

Every time the premium bar rises it benefits them but hurts individuals, households and businesses…in short the whole economy! This is how skewed the “logic” of the prevailing culture in financial services has become. And, believe me, they are comforted by the fact that Politicians, FSA and the general public concern themselves with “effect” rather than dealing with “cause”:

A morally corrupt corporate culture.   

The secondary industries that have sprung up around insurance claims – in particular motor accidents – bear testimony to this culture. Massive costs come back around to policyholders in the form of increased premiums. No surprise there then but did you know that much the costs come about as a result of insurers’ desire to secure income from lawyers who are happy to pay for details of claimants. Still not…

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UK Economy:: unfortunate coincidence or MORE symptoms…


…of the debt-fuelled “ME” culture and an even worse legacy for our children?

Our Governments have licenced the institutional rape of our planet and, not content with burdening the unborn with debt the youngest, weakest and most infirm in our society continue to pay so that morally bankrupt institutions can retain power and wealth. We are paying the heavy price of the excessive complexity they have created and those with the power to make change continue to ignore the lessons of the past. We are looking at social crises bringing about the collapse of complex societies: dystopia! Read more of this post

Leading lawyers lead:: Legal firms to merge | Herald Scotland


Never mind the opportunity for “Alternative Business Structures” with this and another recent high profile, potential, merger, proactive Scottish legal firms are showing other Professions that, decisiveness in uncertain times, is certainly possible. We can only hope they can really seize the opportunity to innovate and to differentiate their client proposition. 

After all, when your marketplace is already crowded with, at best, “stagnant” demand, slugging it out on price with increasingly desperate competitors to provide legal services to firms whose own financial pressures mean they can ill-afford to pay for the services they need and CAN’T afford to do without!

Conventional economics may be flawed but, when supply, significantly, outstrips demand and is scheduled to do so for the foreseeable future dynamic leadership is required.

The aim is to grow in the private client arena with the team there increasing in size by 30% with the incoming staff.

The firm will still be known as Tods Murray with offices in Edinburgh and Glasgow but will now have 35 partners and 188 fee earners.

It comes less than a week after McGrigors and Pinsent Masons announced that they were in advanced negotiations over what would be one of the biggest mergers seen in the Scottish legal sector.

David Dunsire, executive partner at Tods Murray, said: “We are delighted as we believe Fyfe Ireland will be a really good fit for our practice.

“In Greig, Drew and their Fyfe Ireland team, we have gained some of Scotland’s best talent. A merger is not just defensive in this economic climate but is really about building for the future.

via Legal firms Tods Murray and Fyfe Ireland to merge | Herald Scotland.