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Freedom from Command and Control: Rethinking Management for Lean Service Hardcover – 12 Aug 2005


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Product details

  • Hardcover: 256 pages
  • Publisher: Productivity Press (12 Aug 2005)
  • Language: English
  • ISBN-10: 1563273276
  • ISBN-13: 978-1563273278
  • Product Dimensions: 15.2 x 1.6 x 22.9 cm
  • Average Customer Review: 4.1 out of 5 stars  See all reviews (8 customer reviews)
  • Amazon Bestsellers Rank: 267,914 in Books (See Top 100 in Books)
  • See Complete Table of Contents

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Most Helpful Customer Reviews

9 of 10 people found the following review helpful By Nicholas J. R. Dougan TOP 1000 REVIEWERVINE VOICE on 31 Dec 2008
Format: Hardcover Verified Purchase
John Seddon does not like "management fads" like IiP, Charter Marks, CRM, TQM, BPR, EFQM or Six Sigma, and he especially does not like ISO 9000. He is not particularly keen on the "toolheads" who promote stand-alone techniques derived from the Toyota Production System (TPS), aka "lean" manufacturing. He is damning about the government's application of target-based systems on the public services, and devotes an appendix to that aspect. Applying tools without really thinking through the problem, he says, is almost invariably counterproductive.

Seddon has built a career applying the philosophy of the TPS to service organisations. He venerates Taiichi Ohno, the man who, above all, created and developed TPS, and the storey is littered with references to what Ohno said and did. Much of the manufacturing detail of car manufacture is not applicable to service organisations, however, so Seddon has attempted to think things through from first principles. I came across reference to Seddon's work in his distinguishing of "failure demand" from "value demand". Failure demand is demand that only exists because initial demand was not satisfied properly. It includes, e.g., the 40% of calls that some call centres receive chasing up enquiries made earlier and any work to correct earlier work that was not done properly. As one of the key aims of "lean" is to eliminate waste, failure demand represents a first and obvious type of waste in service organisations. Seddon demonstrates, however, that by treating failure and value demand alike in statistical analysis, failure demand can help give a quite false impression of greater productivity. This merely reinforces the need to look in, from the customer's perspective, and ask what he or she might think of the service.
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1 of 1 people found the following review helpful By Mark Radford on 2 Mar 2013
Format: Kindle Edition Verified Purchase
John Seddon explains why we should all look at how our current management thinking designs work in very inefficient ways.

It is a real lightbulb read and once you get it you will never want to work in the old ways again.
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2 of 2 people found the following review helpful By J. Hanson on 5 Mar 2010
Format: Hardcover
The book was ok, a little repetative at times but I guess that helps embed what you are learning.
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By Susan Bithell on 8 Jan 2014
Format: Kindle Edition Verified Purchase
If you work in a business and are frustrated with all the reporting that goes on, KPIs and figures etc..., read this and be prepared to think differently forever....
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