Experience Customer Pain
- Managers must directly feel customers' emotional pain to be inspired to change.
- Abstract data doesn't inspire action. Leaders should spend significant time immersed with customers.
- Only through first-hand experiences of flaws will they understand the need for change.
- Remove management from offices into the field.
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Beyond Command and Control is a book written by John Seddon. It was published in 2019. The book offers solutions to the UK productivity conundrum and is about business transformation and efficiency. The book received positive reviews and is considered to be one of the first books that can really bring about significant improvement in this field.
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