Today’s interview is with John Seddon, an occupational psychologist, author and Managing Director of Vanguard, a consultancy company he formed in 1985 and the inventor of ‘The Vanguard Method’. John joins me today to talk about his new book: Beyond Command and Control, the problem with current management practices and how we need to unlearn the way that we operate service based organisations if we want to improve the service and experience that we deliver.
This interview follows on from my recent interview – The Non-Obvious Megatrends that will affect our ability to deliver a stand out customer experience in the coming years – Interview with Rohit Bhargava – and is number 330 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with John:
John Seddon is an occupational psychologist and inventor of the Vanguard Method – the means by which leaders of service organisations are going beyond command and control. He was awarded the first Harvard Business Review/McKinsey Management Innovation Prize for Reinventing Leadership in 2010 and has received numerous academic awards for his contribution to management science. He is currently a Visiting Professor at Buckingham University Business School. The Vanguard organisations operate in eleven countries.