Peter Johnson
Director | Fairday Research Limited
Sheffield, United Kingdom, UNITED KINGDOM
New Thinking for Service Organisations
Biography
Peter A. Johnson is part techie part organisational thinker. He is a graduate of the University of Sussex and the Institute of Work Psychology (University of Sheffield). He has also worked in the IT service sector for over thirty years much of that time was spent working within the IT service management (ITSM) paradigm. Currently he earns a living from business intelligence and data analytics contracts, but also blogs, writes and speaks on the topic of the organisational factors influencing service quality in IT and other sectors.
He is currently the author of a new approach to service work. This approach - which he has termed 'Lumiere' - draws upon the ideas of thinkers as diverse as Immanuel Kant, Thomas Kuhn and Professor Ralph Stacey. It is in part a deep philosophical unpicking of the negative issues regularly experienced by users of contemporary services (i.e. target and process based). However - and importantly - Lumiere also outlines a radical alternative to the current modus operandi.
Note that the material Peter delivers in his talks is not facile and simplistic - there are no "10 Sure Ways To Supercharge Your Service" promises made. Lumiere is a deep yet practical approach to re-envisaging the service organisation for the better.
Peter lives in Sheffield UK.
Industry Expertise (3)
Human Resources
Consumer Services
Information Technology and Services
Areas of Expertise (3)
Organisations
Service Provision
Itsm
Education (2)
The University of Sheffield: MSc, Occupational Psychology 2009
At the Institute of Work Psychology, a leading centre for research in the field. Dissertation: on autonomous motivation in a large IT service management organisation.
University of Sussex: BA (Hons), Social Psychology 1996
Affiliations (1)
- British Psychological Society
Links (2)
Event Appearances (6)
People: The Grit In The Machine
itSMF Annual Conference NEC, Birmingham UK
2009-11-10
People: The Grit In The Machine
itSMF North-East Regional Seminar KC Stadium, Hull, UK
2009-12-10
People: The Grit In The Machine
BCS Seminar Sheffield Hallam University, Sheffield UK
2010-01-21
The Culture of Improvement
itSMF Continual Service Improvement Seminar Ascot Racecourse, Berkshire, UK
2010-02-23
The Culture of Improvement
BrighTalk Continual Service Improvement Webinar Internet
2011-06-16
Welcome to the Post-ITSM Service Desk
The Service Desk and IT Show Earls Court Exhibition Centre, London, UK
2013-04-22
Sample Talks (1)
A 21st Century Approach to Service Work and Organisations
Approaches to service work are based on ideas that are between 60 and 100 years old. Peter describes a new approach - termed 'Lumiere' - which draws upon the ideas of thinkers as diverse as Immanuel Kant, Thomas Kuhn and Ralph Stacey. It is in part a deep philosophical unpicking of the negative issues regularly experienced by users of contemporary services (i.e. target and process based), but importantly - Lumiere also outlines a radical alternative to the current modus operandi.
Style
Availability
- Keynote
- Author Appearance
Social