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

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

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.

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.