An exploration into the application of systems thinking to a variety of public and private sector service organisations. Written in accessible language by leading experts (practitioners and management theorists) it draws out the distinctions between conventional approaches to change in both service and manufacturing organisations and those using systems thinking methods.
The work illustrates the counter-intuitive truths revealed by studying service organisations as systems and uses case studies to demonstrate how organisations have been re-designed using systems principles and the strong impact these have on performance and morale.