Laurence Barrett
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Comment on: We must manage value, not costs
It may well be the central point of the TPS but Seddon (as you well know Geoff) has used TPS & Deming learning to create a methodology that works in a service environment. People are part of the system but who controls who? it is when managers design the system that the people are a part of but do not give them the freedom from the command & control management to make the judgements necessary to do whats right in provideing the customer the service they are trying to pull from the organisation.
