Failure Demand – it’s hidden in plain sight
Prefer to watch on video than read? Click here – 5 mins with captions.
Less cost, happier customers, happier staff, happier you.
There’s something hidden in plain sight which is inhibiting these from happening – John Seddon’s Failure Demand.
It’s not a new concept, but John’s naming of, and describing of the concept is brilliant, which leads to understanding and action. His book Freedom from Command and Control is a must-read for anyone involved in service centres, along with the more recent Beyond Command and Control.
Read more…