Seddon, John. <br/><br/>
Freedom from command & control :  rethinking management for lean service / 
 Freedom from command and control 
John Seddon. 
 - New York :  Productivity Press,  c2005. 
 - 242 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references (p. 231) and index. 
<br/><br/>Once upon a time in manufacturing -- The customer service center as a system -- Redefining the purpose, measures, and method of work -- Better measures, better thinking -- The 'break-fix' archetype -- Learning to see, learning to lead -- Customers--people who can pull you away from the competition -- Do these hold water? -- Watch out for the toolheads. 
<br/><br/><label>ISBN: </label>9780954618308 
<br/><br/><label>LCCN: </label>2005015339 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Industrial management.<br/>Industrial management--Employee participation.<br/>Organizational effectiveness.<br/>Organizational change.<br/>Industrial efficiency.<br/>Customer relations.
<br/><br/><label>LC Class. No.: </label>HD31  / .S3663 2005 
<br/><br/><label>Dewey Class. No.: </label>658.3/152