Idiotic Management Award: UK Passport Office

Here in the UK when renewing a new passport, the UK’s Passport Office insist on the application form being filled out and countersigned  in “black biro”, no blue black, and woe betide you if your handwriting should stray outside the tiny boxes provided. Rejection! At a cost of £287 for a family of four,  the experience of applying for a passport exudes extreme bureaucracy and frustration. Nearly three years into the fixed term tenure of Mark Thomson, formerly a Managing Director of the international arm of the UK’s Royal Mail, he has seemingly spent more time driving the burden onto the customer to infinitesimal detail and expense while the experience hasn’t improved one iota.

To what extent is the emphasis and energy on improvements in your own organisation over the next 12 months on “internal benefits” (reducing overhead) versus “external benefits” (customer)? Is that a productive and common sense use of scarce time and resources? If like Mark Thomson, you think your actions make sense, you rightly need to be removed from the job.

© James Berkeley 2018. All Rights Reserved.

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