Top positive review
One person found this helpful
The operational bible for customer focussed operations in the financial services sector
on 27 June 2014
If you work in the financial services sector and you want to change your business processes for the better, look no further than this book. In my 30 years of insurance broking, I have been throughout many operational, process and technology changes, almost none of which have fully delivered their intended benefits. I lived through working with John Seddon's team at Vanguard on implementing change using the approach in this book and it works like nothing else. It is truly empowering to those who do the work to change it for the better. For those managers who revel in being all knowing and directing everyone, however, here comes the revolution !