If you do not already subscribe to John Seddon's Vanguard Newsletter then you simply must.
John Seddon authored the books "Freedom from Command and Control" and "I want you to cheat" both of which I will write reviews for at a later date. Both of which I recommend as essential to help you think about the application of metrics and 'standards' for your teams.
Until then, if you want to get a flavour for Systems Thinking and Toyota Production System thinking applied to Service teams or organisations then read the archives.
