TY  - BOOK
AU  - Seddon,John
TI  - Freedom from command & control: rethinking management for lean service 
SN  - 9780954618308
AV  - HD31 .S3663 2005
U1  - 658.3/152 22
PY  - 2005///
CY  - New York
PB  - Productivity Press
KW  - Industrial management
KW  - Employee participation
KW  - Organizational effectiveness
KW  - Organizational change
KW  - Industrial efficiency
KW  - Customer relations
N1  - Includes bibliographical references (p. 231) and index; 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
UR  - http://www.loc.gov/catdir/toc/ecip0513/2005015339.html
UR  - http://www.loc.gov/catdir/enhancements/fy0801/2005015339-d.html
ER  -