Why is service costing more?

In October 2001, John Seddon wrote to the BBC about an edition of In Business, a radio programme that was broadcast in July 2000. Seddon explains that he:

felt compelled to write, because the programme exemplified an out-of-date debate and when it did glimpse a better way of tackling the service issue, this was dismissed rather than explored – a natural consequence of starting from the wrong point of view.

You can read Seddon’s article here.