In this podcast, from September 2020, John Seddon uses home repairs as an example of understanding service organisations as systems. He describes how 95% of the influences on performance are due to the system and only 5% are due to people who serve customers.

John examines what’s happened over the last few decades, highlighting the industrialisation of organisations in the pursuit of efficiency through economies of scale. As a result, large organisations have become overbearing bureaucracies; creating waste, generating failure demand, and impacting morale.

John describes how leaders can get knowledge for themselves about the problems they need to solve, and redesign their organisations against demand to only do the value work for customers.

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