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Freedom From Command and Control: Rethinking Management for Lean Service
Author: John Seddon
Product Code: 3276
ISBN: 1-56327-327-6
Publisher: Productivity Press
Published: 2005
Pages: 238
Binding: Hardback
Dimensions: 6" X 9" X .6"
Illustrated: Yes
Pages Description: charts/index
Price: US $45.00

"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."
Freedom from Command and Control: Rethinking Management for Lean Service, by John Seddon, applies the Toyota Production System (TPS) to service organizations. It explains how the traditional command-and-control management paradigm of top-down decision making has created high costs and poor service quality -- managers are left detached from their employees and remote from their operations. Seddon demonstrates that a change in management thinking, one from decision making based on activity-related measures (such as budgets, standards, and targets) to purpose-related measures (such as putting customers first and improving services) can help managers reconnect with their operations, see the waste caused by the current organization design, and exploit opportunities for improvement.

This book breaks new ground -- it posits that the service industry is fundamentally different from manufacturing and shows how TPS principles must be transformed for application in service organizations. Through extensive case material, it explains the difference between command and control and systems thinking and illustrates how the latter leads to improved service, better revenues, lower costs, and higher staff morale.

Table of Contents

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
Notes
Further Reading
Index
About the Author

Reviews

Review By: Stephen Parry, Head Of Strategy And Change, Fujitsu Services - June 7, 2005
"Organizations knowing the cost of everything and the customer value of nothing will not survive. John Seddon has thrown a lifeline to those who are inspired enough to seize it."

Review By: Bruce MacLellan, Director, Customer Contact, Capital One - June 7, 2005
"Seldom in our lifetimes does a person advocate a journey that only promises the opportunity to feel completely and utterly uncomfortable and wrong. Destroying the working paradigm takes a massive act of conviction from management, admitting that you have been wrong (for years) takes an equally massive act of bravery. Putting the two together feels fundamentally insane but to create real moments of change in today's business world takes leaps of faith. In this book John Seddon provides a key to the wise and the brave that can unlock their people, their customers and their profits. Do you have the faith, bravery and conviction to use it?"

Review By: Alan Hughes, Chief Executive,, First Direct - June 7, 2005
"John Seddon describes the real world. In the real world people make the work work - if managers know how to let them."

Review By: Daniel T Jones, Lean Enterprise Academy,, co-author, "The Machine that Changed the World" - June 7, 2005
"John Seddon has spent a lifetime developing ways of improving service organizations and service centers in particular. Anyone in the service business would learn a lot from reading this book."

Review By: Peter Stott, Managing Director,, Home Housing Association - June 7, 2005
"Successive governments have sought improvements to public services through a mixture of Whitehall designed carrots and sticks. The approach isn't working. There is a better way. John Seddon's description is clear and practical. Essential reading for public service managers who are willing to change the way they think."

Review By: Nick Tofiluk, Assistant Chief Constable,, West Midlands Police - June 7, 2005
"Command and Control is clearly becoming a redundant way of working for many enterprises. It is no longer a satisfactory method of continually driving performance and making an impact as a modern manager in the longer term. People should be the drivers, adaptive to change in order to improve performance, building quality in and around delivery of service. It is a clear question of adding value to an organization and delivery to its customers rather than simply being managed by numbers. This book challenges the reader to examine their approaches to management."

Review By: David Weatherley, Chief Executive,, Tamworth Borough Council - June 7, 2005
"As a public sector practitioner I found John Seddon's book a beacon of sanity in the increasingly insane world of targets, Best Value Performance Indicators, league [i.e., ranking] tables and inspection regimes. Not only is his approach intellectually stimulating - it works! Improved performance across my organization is a testament to its effectiveness."

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