Vanguard

beyond command and control

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Command and control

  • A focus on finance, not the means
  • ABC originator disillusioned
  • Adam Smith on specialisation
  • An obsession with cost
  • Change by command and control
  • Change by edict
  • Command and control
  • Command and Control vs Systems Principles
  • Controlling work
  • CRM as institutionalising waste
  • CRM as ‘push’
  • Front-office, back-office designs drive costs up
  • Hierarchy and knowledge
  • If only they would do it
  • Management by fear
  • Management by the numbers
  • Managers in control?
  • Mass production
  • MBA
  • Meetings: the great alternative to useful work
  • Motivation?
  • Scale designs: basic features
  • Staff don’t want to get involved
  • Standard times
  • Surviving in the hierarchy
  • The information factory
  • What has HR ever done for us?
  • Who ‘invented’ the back-office idea?
  • ‘Balancing’ service and cost

Introduction to Vanguard e-learning

Free content

  • Library
    • Dr Deming’s aphorisms
    • Intervention
    • Regulation and inspection
    • Risk management
    • tVM and People Centred Systems
    • tVM and contact centres
    • Tools for fools
    • Videos: General
    • Videos: The Vanguard Method in action
    • Who’s Who: system thinkers
    • Articles
    • Observations and anecdotes
    • Command and control
    • Customers
    • Failures of change
    • Incentives
    • ISO 9000
    • Management thinkers
    • Managing Change
    • Misguided behaviour
    • Quality
    • Recommended reading
    • Some tactics for getting started
    • Standards and targets
    • Strategy
    • Systems principles
  • tVM and systems thinking
  • What can we learn from programmes of change?
  • Thinking things

Subscriber content

  • How to Study
  • How to Design
  • Applications
  • Intervention Tactics

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