Customer Rating:  
Summary: Excellent
Comment: Should be read by all those who believe the only way to manage is by using targets, targets and more targets. Eye opening - shows that there are better ways.
Customer Rating:
Summary: one of the best
Comment: Chapter 6 -- Learning to see, learning to read is worth the price of the book by itself. This is one of the most clear and useful descriptions of how management must transform that I have ever read.Nice work John Seddon!
Customer Rating:
Summary: If you want to improve performance - buy this now
Comment: You have got to read this book. I have always been cynical about any improvement method (BPR etc.) and management fads that espouse miracle cures and yet offer very little in practical terms, i.e. what do I do tomorrow and how ? I got introduced to John and the work of Vanguard by a friend a few years back. Through studying the method all of a sudden my angst about the teachings I had at university and the management approach in industry that just didn't feel right connected- there is a better way. It connected into a method that actually does work and does not undermine the purpose of a business, to keep customers and make money. The method exemplified in this book is down to earth, practical and grounded in a proven theory. Perhaps the biggest compliment I can give it, is that it teaches you how to 'see' from a perspective that will shock you yet motivate you to improve your work design. By improving your work design you please your customers, your staff morale goes up because they feel that they are making a difference and guess what you will please yourself because your profits will go up as you eradicate waste out of your work design The book sets out this method in a readable, accessible style and is littered with genuine examples that enable you to 'see' how it can work for you. You will not get all the answers from the book, this is not what is about - a good method does not give you the answers (how could it, without application to your system ?) it invites you to study your own system and make improvements on the back of your findings If you want a book that will motivate you to get reconnected with your customers, create value for them and improve your staff morale and profits - BUY THIS NOW ! Another tip - find out more about John's inspiring work and if you feel you have a commitment from your organisation to go down this path they will deliver a three day course on the principles of lean service, with a money back guarantee if you feel you have got no value out of it....now you can't ask for more than that ! p.s. I have no formal connection with John and Vanguard - even if this does sound like an advertisement (!) I am just a fan of their work and confident that this can help industry and the public sector deliver real improvement in performance
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