Focus on Customer-Driven Measures
Track ability to meet customer demand (capacity) and satisfy customers (capability). Not costs.
Define capability through timeliness, right-first-time etc. Optimize the work system around customer purpose using demand, value and flow measures.
Abandon productivity and utilization metrics.
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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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