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Freedom from Command and Control : Rethinking Management for Lean Service - John Seddon

Freedom from Command and Control

Rethinking Management for Lean Service

Hardcover Published: 12th August 2005
ISBN: 9781563273278
Number Of Pages: 238

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"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.

Introduction : there is a better way
Once upon a time in manufacturingp. 1
The customer service center as a systemp. 11
Redefining the purpose, measures and method of workp. 35
Better measures, better thinkingp. 51
The 'break-fix' archetypep. 71
Learning to see, learning to leadp. 95
Customers - people who can pull you away from the competitionp. 129
Do these hold water?p. 149
Watch out for the toolheadsp. 177
Conclusion : revisiting Taylorismp. 197
The better way to improve public servicesp. 201
Table of Contents provided by Blackwell. All Rights Reserved.

ISBN: 9781563273278
ISBN-10: 1563273276
Audience: Professional
Format: Hardcover
Language: English
Number Of Pages: 238
Published: 12th August 2005
Country of Publication: US
Dimensions (cm): 23.62 x 16.41  x 1.88
Weight (kg): 0.47
Edition Number: 1