Freedom from Command and Control

Freedom from Command and Control

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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. 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 improves service, better revenues, lower costs, and higher staff morale.First-level managers were aware of what, in their view, was a a#39;problema#39; and had instituted a procedure to deal with it: service agents had to write down the customer details and query on a form; these forms were batched and sent back to theanbsp;...


Title:Freedom from Command and Control
Author: John Seddon
Publisher:Productivity Press - 2005-08-12
ISBN-13:

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