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John Seddon
John Seddon developed the Vanguard Method, starting in 1987. It combines systems thinking and intervention theory to transform organisations.
Its purpose is to change management thinking, allowing leaders to design more effective services that yield fast, tangible, and sustainable performance results. Seddon identified 'failure demand' (demand caused by a failure to do something correctly for the customer/citizen the first time) as a feature of conventional service design, and the Vanguard Method is the means to eliminate it.