BOOK REVIEW

by MediaWeek, Media Week 07-Sep-04, 00:05

Freedom from command and control

Vanguard Education

£20 + p&p

4/5

Rarely does a book offer what business managers really need – an explanation as to why service organisations are underperforming and a proven route to solve the problem. This title was a revelation.

John Seddon’s techniques combine theory and practical steps that show how workers and managers can improve their service levels and reduce costs.

The content is a direct challenge to the accepted way we think. Seddon criticises target setting, activity monitoring, call centres, ISO 9000 and Six Sigma because they do not directly address the problems we face.

In the media world we suffer from “command and control” syndromes. For years we have believed that topdown functional hierarchies are the best way, but Seddon contends that this separation of decision-making from the actual work of our business is where we go wrong.

I highly recommend this book to all media owners and agencies who are looking for a new path – and to directors and managers who for years have been convinced that their way is the best. This book proves it isn’t.

Review by Bob Morrell, director, Reality Media Sales & Management Training