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The Whitehall Effect by Professor John Seddon

The Whitehall EffectJohn Seddon’s latest book looks at the way Whitehall has affected public services through interference, micro-managing, inspecting, targeting and regulating them leading to an unwitting reduction in quality and an increase in cost.
He explains how common misconceptions about outsourcing, creating back offices and call centres prevent them putting the customer first in the police, health, housing, social care, local government and benefit services.

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