to change

There is nothing wrong with change, if it is in the right direction.
Sir Winston Churchill

The world around us changes continuously. Not only nature changes, our society, institutions and world view too. Sometimes fast, often slowly, nearly imperceptible. Some changes are predictable, because they're cyclic, like seasons in nature. Other changes are less predictable. Seen from some distance, it would be reasonable to say that human aspects superficially seem predictable, but actually aren't. The economy is a good example: recession and growth seem to alternate cyclically, but each time a recession is different from the previous one and growth yields different winners and losers. Recession and growth do seem to follow each other, but when looking at the underlying causes and effects, completely different patterns might become visible (growth, growth, growth, recession, growth, recession, recession, growth, etc.) Another big difference is that where the succession of winter, spring, summer and autumn can be 'predicted' beforehand, changes in human institutions can most often only be seen in hindsight!

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Take for instance, the measure for change in our Western thinking. It is always a quantitative measure – money, percentages, units – while personally we would use terms like feeling, success, freedom, happiness, beauty: qualitative measures! It is very difficult to express them quantitatively, and usually we don't even really try!

In this part of the web site, we delve deeper into these types of topics: efficiency and effectiveness, customer focus versus internal machinations of organisations, citizen and government policy, models and reality!

Effectiviteit Efficiency versus effectiveness

Change is often difficult; sometimes it's not. Sometimes it's just a matter of looking at things differently. In our society efficiency is seen as very important, but should we really make efficiency that important?

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Interactie met klanten Customer interaction

Customers are the basis for activities of nearly all organisations, whether they are part of government, a financial institution, a training company, a hospital or a shop. Customers might therefore also be called pupil or student, or patient or citizen or – more generically – consumer.

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