John Seddon on Systems Thinking and the Vanguard Method
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- Опубліковано 7 лют 2025
- Founder of Vanguard Consulting, John Seddon, speaking at the Beyond Budgeting Conference at Happy on 3 November 2015.
John draws on the work of W. Edwards Deming and Taiichi Ohno. He is critical of target-based management, and of basing decisions on economies of scale, rather than ‘economies of flow.’
Vanguard Consulting helps service organisations change from a conventional command-and-control design to a systems design, using The Vanguard Method. This method is all about ensuring that customers are taken care of in a quick manor, with flows in place that make sense.
#customerservice #leadershipdevelopment #workplacebehavior
Overly flippant about other improvement methodologies and a fundamental lack of understanding about Lean. It is not standard work but understanding customer requirements and value and designing processes that fulfil customer value, it's goal is not about standardisation.
I do agree with the view of looking at the system as a whole and designing the process to meet customer value. The example of call centres and first call resolution and not passing to the back office is a fundamental to reducing the cost of poor quality. I also agree that a lot of companies don't get it right though.
Came here looking for systems thinking content and didnt hear any.
Listen again.
@@brianleeming8895 Listening again won’t work if the system is structured to be unable to listen!
Very dangerous concepts to explain to senior management and consultants
What makes you say that Vroutos?
Most organizations I know work with practices such as standardization, targets, budgeting, "coaching" etc. Many of them are really successful as well. If a middle manager start challenging these concepts he/she put his/her career at steak. Senior leaders wont accept running their organizations without another paradigm.
Hence the dangerous.
Another thing I never understood in John's writings is what exactly the Vanguard method recommends in say, the back office setup? Ok we all know that there is waste there, but whats the recommendation? abolish the back office and put back the roles in the physical branches (any idea how much this costs)? reshape the bo by creating cross-functional teams i.o. of functional? "clean" the flow by making requirements more clear? Put robots to do the work of humans?
Vroutos The Vanguard Method is about building Capability so it advocates putting skilled people on the frontline so that they can absorb the variety of demand. If needs be, support can be pulled which increases learning and thus builds more capacity and capability. If anything does need to go to the back office it has to be clean, which means the person at the front end must supply all the information that is required to avoid duplicating work. The more knowledge a person has means there are fewer hand offs and a smoother flow which will reduce cost.
@@humdrumclub3814Thank you for that nice summary.