The Back Office: Design Services for Customer Value
Back office functions often optimize for cost and standardization, not customer value.
This damages customer experience. Design all services - front and back office - based on understanding customer demand and their definitions of value.
Let customer priorities guide how work is designed and coordinated to deliver maximum value.
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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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