AUTHORS: John Seddon
John Seddon is visiting professor at The University of Hull Business School and Managing Director of Vanguard Consulting.
Service organisations following his ideas are achieving profound improvements in service, efficiency and morale.
John has been a long-term critic of the UK’s public-sector ‘reform programme’, arguing that reforms (targets and other specifications) make performance worse.
He has repeatedly attacked current management thinking where it supports economies of scale, quality standards like ISO9000, the use of targets, inspection and centralised control of local services, and areas of public sector reform including 'deliverology'.
He is well known for having adapted the Toyota Production System and the work of Deming and Taiichi Ohno into 'The Vanguard Method' for improving service performance.
He describes the Vanguard Method as a form of systems thinking. Read more about The Vanguard Method
John Seddon makes an important distinction between 'failure demand' - demand caused by a failure to do something or do something right for the customer and 'value demand' - what the service exists to provide.
Read Systems Thinking and Designing and Managing Services:
John Seddon explains how Systems Thinking needs to replace Command and Control Thinking and outlines ways in which Designing and Training Against Demand and The Vanguard Model for 'Check' can help to introduce Systems Thinking into the design and management of services. Click to download the pdf.