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Vol 30 - No 08 - December 2004/January 2005 Book review: Freedom From Command & Control – A Better Way to Make the Work Work The promotional quotes indicate the inspirational and highly relevant nature of this book. It focuses on putting the customer first, the downside is that you have to start reading to find out what the book is about! In doing so however, you will get wrapped up in the fundamental principles of designing and operating service systems and the insightful anecdotes illustrate them. So what is the book actually about? It's about taking the fundamental principles from the work of Ohno plus Demming and applying them to service systems. It's about focusing on cause rather than effect, making things flow, putting the right measures in place (and avoiding the wrong measures!) and importantly designing service systems in which people can improve performance. It shows the need to move away from command and control structures that separate the decision makers from those adding the value. It looks at designing systems that work to serve the customer demand rather than work against it. The book is full of insightful and lively examples from the public and private sector. It shows the need for simplicity and focuses on the fundamental principles rather than presenting a methodology that can be readily applied. It attacks fads such as BPR and Six Sigma whilst making valid criticisms of them. It's disappointing the book doesn't readily acknowledge the valuable principles that underpin these techniques such as flow and variance reduction. Curiously, it avoids examining the lean fad. It thereby avoids the irony of its principles being wrapped up in a vehicle that becomes the next fad! John Seddon's style is a story telling, inspiring, eye opening one. The need to focus on underlying principles and engage people who can make the difference to performance is clear. The book is an easy and valuable read. Author: John Seddon ISBN: 09546183 0 0 Publisher Vanguard Press Price £20.00 Peter Ball, MIOM, University of Strathclyde Related Topics:
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