Book Review Freedom from Command & Control: Lean Service by John Seddon

Freedom from Command and Control: Rethinking Management for Lean Service

by John Seddon

An adherent of the Toyota Production System, John Seddon explains how traditional top-down decision making within service organisations leads to managers who are detached from employees and remote from operations. He demonstrates that decision-making based on purpose-related measures (such as putting customers first and improving services) can help managers reconnect with operations, see waste, and exploit opportunities for improvement.