1 Case study: Improving performance in HR London Camden The London Borough of Camden is in the heart of London and employs over 5,000 people. The borough’s HR directorate has a major influence on the core functions of the council, helping it to deliver excellent customer service and supporting organisational change initiatives. In July 2012 Lisa Freshwater, HR Head of Service at Camden, had been hearing great things from colleagues about the results they were getting from applying some new thinking; the Vanguard Method. Those who had adopted it were consistently delivering better service at lower costs. Curious about what impact she might be able to make with it in her department she decided to take a closer look. Initially starting with just 3 days of scoping t

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