The Whitehall Effect
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Table of Contents

Foreword - Lord Victor Adebowale Introduction 1. Prelude: Ministers enter management Part 1: The industrialisation of public services 2. Call centres 3. Back Offices 4. Shared services (economies of scale) 5. Outsourcing 6. Information Technology Part 2: Delivering services that work 7. A better philosophy 8. Effective change starts with 'study' 9. Better thinking, better design 10. 'Locality' working 11. IT as pull, not push Part 3: Things that make your head hurt 12. Targets and standards 13. Inspection 14. Regulation 15. It's the system, not the people 16. Incentives Part 4: ideology, fashions and fads 17. Choice 18. Personal Budgets 19. Commissioning 20. Managing demand 21. Nudge 22. Procurement 23. Risk management 24. Lean 25. IT: features over benefits Part 5: Change must start in Whitehall 26. Beware economists bearing plausible ideas 27. Whitehall doesn't do evidence 28. Getting a focus on purpose Index

About the Author

John Seddon is visiting professor at The University of Hull Business School and Managing Director of Vanguard Consulting. Service organisations following his ideas are achieving profound improvements in service, efficiency and morale. John has been a long-term critic of the UK's public-sector 'reform programme', arguing that reforms (targets and other specifications) make performance worse. He has repeatedly attacked current management thinking where it supports economies of scale, quality standards like ISO9000, the use of targets, inspection and centralised control of local services, and areas of public sector reform including 'deliverology'. He is well known for having adapted the Toyota Production System and the work of Deming and Taiichi Ohno into 'The Vanguard Method' for improving service performance. He describes the Vanguard Method as a form of systems thinking. John Seddon makes an important distinction between 'failure demand' - demand caused by a failure to do something or do something right for the customer and 'value demand' - what the service exists to provide.

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