Freedom from Command and Control: Rethinking Management for Lean Service"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 |
Contents
| 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 |
Watch out for the toolheads | 177 |
Other editions - View all
Freedom from Command and Control: Rethinking Management for Lean Service John Seddon Limited preview - 2019 |
Freedom from Command and Control: Rethinking Management for Lean Service John Seddon Limited preview - 2005 |
Common terms and phrases
achieve action activity agers balanced scorecard better break-fix British government ministers call center capability chart capability measures causes of variation Chapter Charter Mark command-and-control consequences costs create customer demand customer service design and management end-to-end example failure demand Figure focus functional idea inspection interactive voice response knowledge leaders lean manufacturing management factory management fads managing flow manufacturing means ment method Ohno operations organiza percent point of transaction point of view predictable problem production public sector purpose redesign repair reports response result senior managers service agents service center service organizations Six Sigma solution specification standards suboptimization system conditions systems thinking Taiichi Ohno takt targets testers things tion tomers Toyota Toyota Production System type and frequency understand and improve utility Value Stream Mapping Vanguard waste workers wrong