Pursuing an unquestioning belief in economy of scale, managers of service organizations have industrialized their operations. Front- and back-offices, glued together by IT systems are now the norm. But being normal is not the same as being right. Building on the work of W. Edwards Deming (â€˜we invented management, we can re-invent itâ€™) John Seddon has pioneered the development of a â€˜systemsâ€™ approach to service organization design. The systems approach exposes the wrong-headed nature of conventional management, it explains why so many IT projects fail and it helps us understand why so many service organizations have failed to improve performance with â€˜leanâ€™ and â€˜six sigmaâ€™ tools and why such interventions often drive costs up. This talk outline the counter-intuitive truths, describe the systems approach to organizational change and will argue for a different way to develop IT that costs less and delivers more. Prepare to be challenged, disturbed and inspired.