1st Edition
Freedom from Command and Control Rethinking Management for Lean Service
By John Seddon
Copyright 2005
256 Pages
by
Productivity Press
256 Pages
by
Productivity Press
Also available as eBook on:
"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
Acknowledgement, Introduction: There is a better way, Chapter 1 Once upon a time in manufacturing, Chapter 2 The customer service center as a system, Chapter 3 Redefining the purpose, measures and method of work, Chapter 4 Better measures, better thinking, Chapter 5 The ‘break–fix’ archetype, Chapter 6 Learning to see, learning to lead, Chapter 7 Customers—people who can pull you away from the competition, Chapter 8 Do these hold water?, Chapter 9 Watch out for the toolheads, Conclusion: Revisiting Taylorism, Appendix: The better way to improve public services, Endnotes, Further Reading, Other Publications, Index, About the Author
Biography
John Seddon