Freedom from Command and Control: Rethinking Management for Lean Service

Front Cover
Productivity Press, Aug 12, 2005 - Business & Economics - 238 pages
3 Reviews
"Command and Control is failing us. There is a better way to design and manage work - a better way to make work work - but it remains unknown to the vast majority of managers."

An adherent of the Toyota Production System, John Seddon explains how traditional top-down decision making within service organizations leads to managers who are detached from employees and remote from operations. He demonstrates that decision-making based on purpose-related measures (such as putting customers first and improving services) can help managers reconnect with operations, see waste, and exploit opportunities for improvement. Through extensive case material, he differentiates between command and control and systems thinking and illustrates how the latter leads to improved service, revenues, and staff morale. He also posits that the service industry is fundamentally different from manufacturing, and shows how Toyota production principles must be transformed for application in service organizations.

  

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User Review  - infjsarah - LibraryThing

This is an interesting and rather depressing book. Written 10 years ago about organisations love affair with measurement of work and monitoring their workers and warning of the dangers of this. Yet as ... Read full review

User Review - Flag as inappropriate

Excellent book, a real challenge to how to think about and manage service delivery.

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Contents

Once upon a time in manufacturing
1
The customer service center as a system
11
Redefining the purpose measures and method of work
35
Better measures better thinking
51
The breakfix archetype
71
Learning to see learning to lead
95
Customers people who can pull you away from the competition
129
Do these hold water?
149
Revisiting Taylorism
197
The better way to improve public services
201
Endnotes
225
Further Reading
231
Other Publications
232
Index
233
About the Author
238
Copyright

Watch out for the toolheads
177

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