John Seddon

Freedom from Command and Control (eBook, PDF)

Rethinking Management for Lean Service

• Format: PDF

Produktbeschreibung

Through case material, this Toyota Production Systems adherent illustrates how systems thinking leads to improved service, revenues, and staff morale. He also posits that the service industry fundamentally differs from manufacturing, and shows how Toyota production principles can be transformed for application in that arena.

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Produktdetails

• Verlag: Taylor & Francis
• Seitenzahl: 256
• Erscheinungstermin: 13. Februar 2019
• Englisch
• ISBN-13: 9781482278446
• Artikelnr.: 57895978

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