Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.

  • Apple
  • Android
  • Windows Phone
  • Android

To get the free app, enter your mobile phone number.

Freedom from Command and Control: Rethinking Management for Lean Service

4.8 out of 5 stars 6 customer reviews
ISBN-13: 978-1563273278
ISBN-10: 1563273276
Why is ISBN important?
ISBN
This bar-code number lets you verify that you're getting exactly the right version or edition of a book. The 13-digit and 10-digit formats both work.
Scan an ISBN with your phone
Use the Amazon App to scan ISBNs and compare prices.
Trade in your item
Get a $4.43
Gift Card.
Have one to sell? Sell on Amazon
Buy used On clicking this link, a new layer will be open
$9.38 On clicking this link, a new layer will be open
Buy new On clicking this link, a new layer will be open
$59.75 On clicking this link, a new layer will be open
More Buying Choices
37 New from $44.09 35 Used from $5.39
Free Two-Day Shipping for College Students with Prime Student Free%20Two-Day%20Shipping%20for%20College%20Students%20with%20Amazon%20Student


The Amazon Book Review
The Amazon Book Review
Author interviews, book reviews, editors picks, and more. Read it now
$59.75 FREE Shipping. Only 2 left in stock (more on the way). Ships from and sold by Amazon.com. Gift-wrap available.
click to open popover

Frequently Bought Together

  • Freedom from Command and Control: Rethinking Management for Lean Service
  • +
  • Lean Six Sigma for Service : How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions
Total price: $81.06
Buy the selected items together
NO_CONTENT_IN_FEATURE
The latest book club pick from Oprah
"The Underground Railroad" by Colson Whitehead is a magnificent novel chronicling a young slave's adventures as she makes a desperate bid for freedom in the antebellum South. See more

Product Details

  • Hardcover: 256 pages
  • Publisher: Productivity Press (August 12, 2005)
  • Language: English
  • ISBN-10: 1563273276
  • ISBN-13: 978-1563273278
  • Product Dimensions: 6 x 0.6 x 9 inches
  • Shipping Weight: 1 pounds (View shipping rates and policies)
  • Average Customer Review: 4.8 out of 5 stars  See all reviews (6 customer reviews)
  • Amazon Best Sellers Rank: #1,177,108 in Books (See Top 100 in Books)

Customer Reviews

5 star
83%
4 star
17%
3 star
0%
2 star
0%
1 star
0%
See all 6 customer reviews
Share your thoughts with other customers

Top Customer Reviews

Format: Hardcover Verified Purchase
I have just finished reading this book, and I have to say it could have been one of the most important books on service management and improvement I read in a long time. Sadly, John Seddon seems to have missed the opportunity to make this book a seminal text in the services business, for the following reasons:

1. Mr. Seddon has very strong, almost religious, beliefs in his methodology and the Vanguard system he promotes. So much so that he has to identify enemies and burn them at the stake, repeatedly. His enemies range from supporters of competing methodologies, solution vendors, consultants, and worst of all 'managers', who he has to discredit and put down every other paragraph. John, they are your potential audience, I'd think you want them to read your book and adapt your system, no?
2. Despite his strong belief in his system, Mr. Seddon does not disclose many details on how to actually make it work. The book is more a series of anecdotes with several nuggets of knowledge here and there, rather than a foundation for implementing a services improvement project based on its teachings
3. Mr. Seddon and his publishers have not invested in editing, therefore the book does not read well, the paragraphs are frequently a non-flowing collection of sentences, words and phrases are put between quotes unnecessarily and many sections read like a collection of presentation bullets rather than a well thought of and assembled story
4. The book is produced cheaply, using rough, thin paper and too narrow margins, leaving too little room for writing comments. For a book that costs as much as this one does this is inexcusable.

I believe Mr. Seddon should have asked himself the same questions he promotes in this book: "what is the purpose of this book?
Read more ›
Comment 16 people found this helpful. Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse
Format: Hardcover Verified Purchase
IF you're involved in service, read this book. Clear, easily understood connections between lean concepts and how they apply to the world of service - the one are in business with the highest degree of variability. This is a must read.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse
Format: Hardcover
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. We highly recommend this book to all managers with the note that you can only implement its findings if you enjoy the full support of top management.
Comment 9 people found this helpful. Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse

Set up an Amazon Giveaway

Freedom from Command and Control: Rethinking Management for Lean Service
Amazon Giveaway allows you to run promotional giveaways in order to create buzz, reward your audience, and attract new followers and customers. Learn more about Amazon Giveaway
This item: Freedom from Command and Control: Rethinking Management for Lean Service