John Coleman, Agility Chef, interviewed John Seddon on 30 April 2020. Below is a recording of the interview that was streamed live. John and John cover a range of topics, from public services to digital services to the industrialisation of services and back office designs.

John Coleman asks John Seddon to explain what Vanguard does and John replies by describing how Vanguard helps service organisations to change from a Command and Control design to a systems design. The starting point is to support leaders to study their systems. This helps leaders to understand what’s typically and predictably happening, from the customers’ point of view, and how their current management thinking governs this performance.

John Seddon responds to viewers questions during the interview.

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