Product Description

This is a management book that challenges convention and aims to appeal to a wide target audience. Seddon argues that while many commentators acknowledge command and control is failing us, no one provides an alternative. His contention is the alternative can only be understood when you see the failings of command and control by taking the better - systems - view. There is little in the book that you would find in a normal management curriculum. Seddon is scathing and controversial about leadership theorists, maintaining that leadership is being able to talk about how the work works with the people who do it. The book provides practical advice and examples of how to put this into place. Packed with illustrations of the unintended consequences of command and control thinking, you will be amazed that management of our organizations should be so appalling. You will see how customer service is poor and carries high costs and that changing the way the work is designed and managed will result in lower costs and better service. But, as Seddon points out, these are things managers cannot "see" from their current position. Managers don't know what they don't know. Seddon's case is that taking this view teaches managers to change their thinking, and he shows how the very observations they make when understanding what he calls "the what and why of current performance as a system" become the building blocks of the systems solution. And also illustrates the solutions for the cases he uses.

Product Details

• Amazon Sales Rank: #9643 in Books
• Published on: 2003-10-01
• Original language: English
• Binding: Paperback
• 300 pages

Customer Reviews

If you want to improve performance - buy this now
You have got to read this book.

I have always been cynical about any improvement method (BPR etc.) and management fads that espouse miracle cures and yet offer very little in practical terms, i.e. what do I do tomorrow and how ?

I got introduced to John and the work of Vanguard by a friend a few years back. Through studying the method all of a sudden my angst about the teachings I had at university and the management approach in industry that just didn't feel right connected- there is a better way. It connected into a method that actually does work and does not undermine the purpose of a business, to keep customers and make money.

The method exemplified in this book is down to earth, practical and grounded in a proven theory. Perhaps the biggest compliment I can give it, is that it teaches you how to 'see' from a perspective that will shock you yet motivate you to improve your work design. By improving your work design you please your customers, your staff morale goes up because they feel that they are making a difference and guess what you will please yourself because your profits will go up as you eradicate waste out of your work design

The book sets out this method in a readable, accessible style and is littered with genuine examples that enable you to 'see' how it can work for you. You will not get all the answers from the book, this is not what is about - a good method does not give you the answers (how could it, without application to your system ?) it invites you to study your own system and make improvements on the back of your findings

If you want a book that will motivate you to get reconnected with your customers, create value for them and improve your staff morale and profits - BUY THIS NOW !

Another tip - find out more about John's inspiring work and if you feel you have a commitment from your organisation to go down this path they will deliver a three day course on the principles of lean service, with a money back guarantee if you feel you have got no value out of it....now you can't ask for more than that !

p.s. I have no formal connection with John and Vanguard - even if this does sound like an advertisement (!) I am just a fan of their work and confident that this can help industry and the public sector deliver real improvement in performance

one of the best
Chapter 6 -- Learning to see, learning to read is worth the price of the book by itself. This is one of the most clear and useful descriptions of how management must transform that I have ever read.

Nice work John Seddon!

Excellent
Should be read by all those who believe the only way to manage is by using targets, targets and more targets. Eye opening - shows that there are better ways.