Back in November, I shared an interview with you called: Using systems thinking to improve customer satisfaction and employee engagement – Interview with Rob Brown of Aviva.
I met Rob at an event run by John Seddon and Vanguard Consulting. John was speaking at the event too and I and was lucky enough to get John to agree to be interviewed and share a few thoughts with us.
This interview makes up number forty-two in the series of interviews with authors and business leaders that are doing great things and helping create businesses that customers love.
Below are highlights from our interview:
About John (taken from his Amazon author bio)
Professor John Seddon is a widely-published occupational psychologist and management thinker credited with translating the Toyota Production System (TPS) for service organisations. John began his career researching the reasons for failures of major change programmes. This led him to W. Edwards Deming, who taught him the importance of understanding and managing organisations as systems and Taiichi Ohno who showed the practicality and power of doing so in manufacturing. The economic performance of the TPS is legendary. John is Managing Director of Vanguard, a systems thinking consultancy practice for service organisations, and Visiting Professor at the Lean Enterprise Research Centre, University of Cardiff. He is an entertaining, controversial and informed public speaker
You can check out John’s book’s on Amazon here. However, if you are interested in applying systems thinking to your service organisation and want to find out more then check out Vanguard’s new site: www.vanguard-method.com which has a great library of resources and e-learning site for you to start your journey away from a command and control business design to a systems design.
Thanks to Brett Jordan for the image.