Bücher von John Seddon

..".an extraordinary insight into why, at the end of each month, millions of us are left wondering where on earth all the money taken from us in tax has gone. The argument compellingly made by John Seddon is that the Government has designed failure into almost everything it does on our behalf." Philip Johnston, Daily Telegraph

'The Whitehall Effect' chronicles how the Whitehall ideas machine has failed to deliver on a monumental scale - and what we can do about it. We have a breathtaking opportunity to create public services that truly serve. But only if Whitehall changes. --- Why don't public services work very well? One key reason is that they have been 'industrialised'. Part 1 explains why call centres, back offices, shared services, outsourcing and IT-led change almost always lead to service failure. It explains, in particular, why 'economies of scale' are a myth. Part 2 proposes a better (and tried-and-tested) alternative to the alienating and unresponsive experience of industrialised public services.