Improving Service Organizations: ‘Freedom from Command and control’


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A very interesting book on ‘Lean Production systems’ for services is this book written by John Seddon of the Vanguard Group; here are some readers comments.

This is a completely different approach of optimizing services organizations than ‘Strategy Maps‘ (Kaplan and Norton); which is essentially centered around implementing Balanced Score Cards as the main management steering mechanism. For me they completement one another.

For IT organizations, it shows how we can optimize e.g. Call Centers.

Excellent reading!

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