Using examples from financial services, telecommunications, local authorities, social care, housing and policing, John Seddon illustrated how the Toyota principles can be applied to service design. And because service organisations don't make things - change is fast.

The result was a demonstration of the massive service improvements that are made when organisations give up command and control management methods. Practitioners described how they changed the way they think about the design and management of work - and the impact it had on their customers and clients.

If you couldn't be at the show - see the movie!

See for yourself how command and control undermines performance and how the systems alternative not only improves service, but reduces costs and transforms staff morale.

This DVD could change the way you think.

See what delegates had to say
See a clip
Click here to order your copy