Thoughts on: (True) Case Management vs. Tiered Service Models

I’ve worked with several service organisations that have adopted (what are referred to as) Tiered service models for their service design…and I’ve written about some of the problematic implications. Some specific recent posts to mention in this regard are: The Supermarket Shelf analogy; ‘Bob the Builder’: Push vs. Pull analogy; and The ‘Spaghetti notes’ phenomenon. … Continue reading Thoughts on:…