Insights

Ideas that inform the work.

Essays on markets, service, systems and the relationship between evidence and judgement.

When the Method Appears in the Data

What can a collection of more than 1,000 bookmarks establish about the way information is gathered and used?

A claim tells us who pays. It does not tell us how the customer gets the product back into use.

The practical test of a policy is what happens when a case reaches the person expected to apply it.

A new system can transmit a poor definition just as efficiently as a good one.

The appointment establishes a relationship. It does not establish what happens at the point of sale.

A fluent recommendation is useful only if its factual basis and limits are clear.

Start with one service route that can actually complete a case.