Seddon's early work,
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This review is from: I Want You to Cheat!: The Unreasonable Guide to Service and Quality in Organisations (Paperback)
This is a very sensible book and everything in it is pretty obvious when you think about it. I enjoyed reading it, but have the advantage of some prior knowledge through an MBA degree. John Seddon's later books are even better and probably more accessible to readers with a less solid foundation in the area. Essentially, he points out that if you measure a certain feature of performance, then managers and workers will make sure that they excel in their achievement of that metric. Unfortunately, this can have the effect of screwing-up the whole outfit, if you have chosen the wrong thing to measure. He also writes about empowering front-line workers to make things work properly for the customer. I hope Mr Seddon is called into the health service to help them understand these basic, but so neglected, truths. John Seddon's books about the public services, etc., are probably a better buy if you have a specific requirement in one of those areas, but this is an easy read for the train...