Will Pyke describes what has shocked leaders in 'break-fix' systems when they learn for themselves how their thinking about the work, the people who do the work, and the way the work is done drives behaviour leading to poor service, increased costs, inefficiency, and low morale. Whether studying this archetype in:
- home repairs,
- IT help desks,
- roadside recovery,
- highway repairs,
- insurance claims, or,
- emergency services,
Will highlights key characteristics of the design and management of the break-fix system and how the notion of 'control' sub-optimises performance.
Learn what studying typically reveals and the counter-intuitive truths about the things leaders put in place to control performance.