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What the Simpsons Can Teach Us About Organisational Culture
Much like the escalator to nowhere, an organisation in which no-one takes ownership or accountability for their decisions will become a place of continuous escalation.
The ‘Not Unsuitable’ vs the ‘Customer First Duty’
You’ve probably heard about the ‘Customer First Duty’, which is intended to replace today’s ‘Not Unsuitable’ test and improve customer outcomes.