Freedom from Command and Control

<p><i>"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."</i></p><p>An adherent of the Toyota Production System, John Seddon explains how traditional top-down decision making within service organizations leads to managers</p> 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