Paperback - £ 20.00

John Seddon’s new book, published by Triarchy Press. John Seddon here dissects the changes that have been made in a range of services, including housing benefits, social care and policing. His descriptions beggar belief, though they would be funnier if it wasn’t our money that was wasted.

In place of the current mess, he advocates a Systems Thinking approach where individuals come first, waste is reduced and responsibility replaces blame. It’s an approach that is proven, successful and relatively cheap – and one that governments around the world, and their advisers, need to adopt urgently.

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Paperback - £ 20.00

Everything you want to know about why command and control is a failing management paradigm and how to take a better way to understanding and improving work.

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Paperback - £ 11.00

First published in 1992, this little book has sold over 20,000 copies. The content is as relevant today as when it was written. A popular and straightforward introduction to a better way of thinking.

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Paperback - £18.45

John Seddon maintains his attack on ISO 9000. The second edition of this book has a major new chapter on the history of ISO 9000 (where did we go wrong?) and includes John Seddon's critique of the new Standard ISO 9000: 2000.
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Lean service takes the principles of 'lean thinking' in to service organisations. John Seddon explains...

Running time 27mins. - £ 12.00 (+ VAT in UK)

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John Seddon addresses an audience at the IQA.

Running time 1hr 40mins. - £ 12.00 (+ VAT in UK)

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John Seddon, Steve Parry (ICL), Chris Jones (HSBC), Alan Meekings (Gemini Consulting and Virgin Trainline) with special guests describe the theory and practice of the Vanguard approach to transforming call centre operations.

Running time 1hr 15mins. - £ 12.00 (+ VAT in UK)

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John Seddon addresses an audience of public sector managers on a better way of managing.

Running time 45mins. - £ 12.00 (+ VAT in UK)

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In October 2005 John Seddon presented two groundbreaking events - in London and Edinburgh - featuring leading client practitioners of the Vanguard Method - the Toyota System for service organisations.

Running time 3hr 40mins - £45.00 (+VAT in UK)

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John Seddon speaks for CallNorthWest
June 2006

Call centres are, arguably, the simplest organisational systems. It is easy to illustrate how ‘command-and-control’ thinking causes sub-optimisation of performance – worse service at high costs and low employee morale.

In this presentation for CallNorthWest, to an audience of call centre managers and students, John explores the relationship between purpose, measures and method, showing how the systems solution to call centres design and management leads to better service, lower costs and a change in culture that comes free!

Running time 1hr 30 mins - £35.00 (+ VAT in UK)

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“Are you ready to change the way you think?”

• What is this thing called “Lean”?
• What really happened in Toyota?
• How is service different to manufacturing?
• How can you apply the principles behind the Toyota Production System to improve service, dramatically reduce costs and improve morale?
• Why should you watch out for the ‘tool heads’?

Running time 3hr 40mins - £35.00 (+VAT in UK)

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CapChart only does one thing; it produces charts that show the Capability or Capacity of a system. It is the only SPC* Control Chart software specifically designed for service systems. CapChart helps people to ask different and better questions about the design and management of work.

Download - £145.00 (+VAT in UK) £145.

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