John Seddon

Freedom from Command and Control (eBook, ePUB)

Rethinking Management for Lean Service

• Format: ePub

Produktbeschreibung

"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."

An adherent of the Toyota Production System, John Seddon explains how traditional top-down decision making within service organizations leads to managers

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Produktdetails

• Verlag: Taylor & Francis eBooks
• Seitenzahl: 256
• Erscheinungstermin: 13. Februar 2019
• Englisch
• ISBN-13: 9781439885086
• Artikelnr.: 38300737

Autorenporträt

John Seddon

Inhaltsangabe

Acknowledgement
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
Endnotes
Further Reading
Other Publications
Index
About the Author