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