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 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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LibraryThing ReviewUser 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
Excellent book, a real challenge to how to think about and manage service delivery.
Once upon a time in manufacturing
The customer service center as a system
Redefining the purpose measures and method of work
Better measures better thinking
The breakfix archetype
Learning to see learning to lead
Customers people who can pull you away from the competition
Do these hold water?
Watch out for the toolheads