Delivering Public Services That Work Volume 1 - Reviews
What people have said:
"The WLGA sees the work of John Seddon as essential to public services reform and achieving a systems overhaul to transform delivery to the benefit our communities. The case studies in this volume are further evidence of impact of systems theory on front line services particularly within local government and need to liberate managers from pointless edicts and targets which litter the public sector. I have been hugely impressed with the impact that the work of John and his colleagues have had in challenging traditional thinking and shifting public services to design against demand. In turn it produces the wonderful outcome that managers abandon the pursuit of meeting redundant indicators and concentrate on public expectations for better services."
Steve Thomas, Chief Executive, Welsh Local Government Association
"This book provides any leader charged with service performance improvement and simultaneous cost reduction all the information necessary to deliver real-world improvement to customers. This method is well proven in my own organisation."
Dr Carlton Brand, Corporate Director, Resources - Wiltshire Council
"Everyone involved in the delivery of public services on the ground should understand the principles that underpin systems thinking. John Seddon has become a one man army in his battle to dismantle today's command state and inspection industry. These case studies show how the application of the Vanguard method transforms the lives of both the customers and the people who deliver our local public services. This is essential reading for anyone who is interested in delivering better local services at lower cost."
Stephen Greenhalgh, Leader, Hammersmith & Fulham Council and Head of the Conservative Councils Innovation Unit
"The Systems Thinking approach that has been developed by John Seddon gives powerful insights into the way that organisations work. The common sense approach immediately engages those who are working in the system and is easily understood by those who are taken through the process. This book shows that the approach is relevant to any organisation providing a service. It gives valuable demonstrations of the difficulties in adopting a new approach, and of the advantages to be gained by doing so."
Adrian R. Bull
"I think that it is an important contribution to the developing debate on the best tools and techniques that are required to improve public services, and not just from the point of view of cost, but from the perspective of the end user - the citizenry we all serve. Its pragmatic, example-driven approach will give a practical insight into the approaches and benefits that can come from the use of systems thinking."
Michael Willis, Chief Executive, Surrey Heath Borough Council