John Seddon's book correctly identifies why the present regime of measurements and targets is failing our citizens and customers.

ISO 9000 is an international Standard. It claims to be a standard for quality management but John Seddon argues it has nothing to do with quality, being based on entirely different theory.

Simon Newman has brought this third edition completely up to date with a full new set of illustrations and imagery.

" An adherent of the Toyota Production System, John Seddon explains how traditional top-down decision making within service organizations leads to managers

Details problems found by firms trying to implement ISO 9000: bureaucracy, unwieldy controls, erroneous management systems; the means has become more important than the end.

One in a series of pocket-sized guides, this is a book on how to play chess.

John Seddon explains how successive governments have failed to deliver what our public services need and exposes the devastation that three decades of political fads, fashions and bad theory have caused.