getAbstract Summary: Get the key points from this book in less than 10 minutes.

This brief book offers a lot in a small package. Although the customer-driven systems management strategy that John Seddon outlines is hardly new, he offers a fresh discussion about applying it to service organizations. Although this management tactic has proven itself indisputably, many managers and most organizations will find it radical. The author clearly, concisely illustrates its merits with numerous examples from a range of industries, with particular reference to the successful Toyota Production System. However, Seddon is frank about the kind and degree of opposition that reform will encounter. He also debunks other management systems in light of this approach. getAbstract highly recommends this book to all managers with the note that you can only implement its findings if you enjoy the full support of top management.

Book Publisher:

Productivity Press