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Freedom from Command and Control: A Better Way to Make the Work Work, by John Seddon
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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.
- Sales Rank: #1455612 in Books
- Published on: 2003-10-01
- Original language: English
- Number of items: 1
- Dimensions: 9.13" h x .55" w x 6.22" l, .83 pounds
- Binding: Paperback
- 300 pages
Most helpful customer reviews
7 of 7 people found the following review helpful.
Would you like work to work?
By Neil Jamieson
John's book applies the Toyota lean manufacturing system to service organisations. Key is the end-to-end flow, from the customer perspective. For those familiar with Theory of Constraints there are some echoes between the two.
In this book, John carefully corrects some misunderstandings about the Toyota system and its roots. He also uses ample examples of why management frequently creates processes that create waste. And then managers wonder why there are inefficencies. The viscious circle then completes with new processes to analyse the previous ones. Yes, more waste results!
Business needs to be dynamic, flexible and focussed on value adding tasks. John shows a way to focus on just that. With the UK phenomenon for accountants to be MD's/CEO's, its a tough sell though. Decades of command and control through the management factory and solutions that constrain the business are difficult to shake off. People are after all frequently rewarded for adding accreditation, process or reporting to the cost base. All is not lost though, for there are young, enterprising businesses growing that will - with guidance like John's - manage to grow, be customer focussed and efficient.
A useful book for a those concerned with rising costs and falling service, especially if you are willing to do something about it!
2 of 3 people found the following review helpful.
Great book
By Olivier A
If you are working in the service area and wonder why the service you provide is so bad despite all efforts, read this book.
You will learn how to get reconnected with your customers, create value for them and improve your staff morale and profits.
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