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Insights
Notes from the practice — on service management, governance, audits and the parts of improvement work that nobody puts in the proposal.
October 31, 2026
The metric that drove the wrong behaviour
A US Senate committee published a 159-page report saying Amazon commissioned its own research into warehouse injuries, found a link between speed and harm, and set the findings aside. Amazon says the report is wrong. Strip out the politics and what remains is the oldest problem in improvement work.
October 17, 2026Improvement theatre: when the management system exists and nothing changes
In February 2024 an expert panel told the FAA that Boeing had a safety management system matching the standards on paper, and a workforce that did not understand its own role inside it. Twenty-seven findings, and not one about a missing procedure. Almost every organisation has a version of this.