This book is about how to run services, in any organisation, in any industry. It describes the basics, the core stuff, in realistic pragmatic terms. And it is pragmatically brief - we kept it to 50 paperback pages.
Stick to Simple Rules – don’t attempt to model complexity, but rather let humans fill the gap with real intelligence.
Decentralise. See the S+C book on networks in the Cynefin model.
Develop layered systems. I'd map this to the level 0 to 3 support model, plus the Standard and Case layers at right angles to those.
Build in redundancy. Avoid the temptation to reduce action to the minimum necessary to do the job, in a misguided attempt to reduce costs. The S+C book talks about how firemen clean fire engines and practice drills. Lean is not case work's friend.
Resist urge to suppress randomness – uniformity is not the goal. Likewise the S+C book discusses how diversity produces the best ideas for future standardisation.
Ensure everyone has skin in the game – it is about shared responsibility, not elimination of any need to know who is responsible. Empowerment.
Give higher status to practitioners rather than theoreticians – the theories are mostly wrong, but the practitioners are the ones who know it. Experienced case workers know better than just about anyone else.