Lean six sigma for the office : integrating customer experience for enhanced productivity / James W. Martin.

Format:

Book

Author/Creator:

Martin, James W. (James William), 1952- author.

Series:

Series on resource management.

Series on resource management

Language:

English

Subjects (All):

Service industries--Quality control.

Service industries.

Total quality management.

Six sigma (Quality control standard).

Office management.

Physical Description:

1 online resource : illustrations

Edition:

Second edition.

Place of Publication:

Boca Raton, Florida : Routledge, [2021]

Summary:

"Historically, the integration of manufacturing methodologies into the office environment has proven to be problematic. Part of the difficulty lies in the fact that process workflows tend to be globally dispersed and thus rely heavily on information technology. But in complex service systems that contain a mix of employees, consultants, and technology, standardized protocols have been shown to reduce cycle time and transactional cost as well as improve quality. The successful application of Lean methodologies to improve process workflows is an efficient way to simplify operations and prevent mistakes. In Lean Six Sigma for the Office , Six Sigma guru James Martin presents proven modifications that can be deployed in offices, particularly those offices involved with global operations. Making use of Kaizen and Six Sigma concepts, along with Lean manufacturing principles, this book instructs managers on how they can improve operational efficiency and increase customer satisfaction. The author brings experience gleaned from his application of these methodologies in a myriad of industries to create a practical and hands-on reference for the office environment. Using a detailed sequence of activities, including over 140 figures and tables as well as checklists and evaluation tools, he demonstrates how to realize the rapid improvement of office operations, and how to eliminate unnecessary tasks through value stream mapping (VSM). The book also emphasizes the importance of strategic alignment of Kaizen events and the impact of organizational culture on process improvement activities. Latter chapters in the book discuss key elements of a change model in the context of transitional improvements as they relate to the process owner and local work team. By applying the proven principles found in this book, effective and sustainable organizational change can be accomplished, efficiency can be improved, and mistakes can be eliminated. This 2nd edition provides insight into the new tools and methods Lean Six Sigma process improvement professionals need to improve customer experience and increase productivity within high transaction processes across complex information technology ecosystems. It is one-stop self-contained reference for the application of Lean Six Sigma methods enhanced by powerful approaches for process improvement in highly complex service processes. Several new leading-edge topics are integrated into this new edition, such as: The "voice of" customers, suppliers, employees and partners Design Thinking Alignment Ecosystems in Information Technology Metadata Definition and Lineage Information Quality Governance Big Data Collection and Analytics Mapping High Volume Transactions through Systems Robotic Process Automation Applications Automating for Solution Sustainability Governing Organizations Data Privacy (General Data Protection Regulation)"-- Provided by publisher.

Contents:

Cover

Half Title

Title Page

Copyright Page

Table of contents

About the Author

Introduction

Step 1 Align Improvement Opportunities

1 Strategy Alignment

Overview

Strategy Alignment

Operating Model

Comparing Lean, Six Sigma, and Rapid Improvement

Agile Project Management

Comparing Deployment Strategies

Voice of the Customer (VOC)

Design Thinking

Lean

Step 1 - Align Improvement Opportunities

Step 2 - Plan and Conduct the Rapid Improvement Event

Step 3 - Implement Solutions to Change Behaviors

Elements of a Lean System

Understand the Customer

Reduce Complexity

Deploy Teams

Performance Measurements

Map the Process

Eliminate NVA Operations

Just in Time (JIT) Production

Integrate Suppliers

Visual Controls and Pull Systems

Digitization and Automation

Summary

2 Project Identification

Lean Supply Chain

CT Flow Down

Operational Analysis

Project Examples

Metric Categories

Scoping Projects

A3 Form

Project Charters

Project Prioritization

Information Technology Ecosystems

3 Lean Six Sigma Basics

Understand the Voice of the Customer

Create Robust Product and Process Designs - Reduce Complexity

Deploy Lean Six Sigma Teams

Create Value Stream Maps (VSM)

Eliminate Unnecessary Operations

Implement Just-in-Time Systems

Reorganize Physical Configurations

5S and Standardized Work

Link Operations

Balance Material Flow

Bottleneck Management

Transfer Batches

Mistake-Proofing

High Quality

Reduce Set-Up Time (SMED)

Total Preventive Maintenance

Level Demand

Reduce Lot Sizes

Mixed Model Scheduling

Supplier Networks and Support

Implement Visual Control and Pull Systems - Kanban

Continually Update Process Technologies.

Summary

Step 2 Plan and Conduct the Rapid Improvement Event

4 Rapid Improvement Events

Prepare for the Rapid Improvement Event

Create a Project Charter

Reserve a Conference Room

Obtain Supplies and Equipment

Ensure Facilities Are Available Including Breakout Rooms

Ensure Support Personnel Are Available to Assist the Team

Collect Process Information of Floor Layouts, Process, and Procedures

Collect Information of Operational Cycle Times

Taking Pictures of the Area to be Improved Showing Issues

Obtaining Examples of Process Issues

Obtaining Examples of Best-in-Class Process Conditions

Developing a Schedule for the Rapid Improvement Event

Communicating the Event

Marking Areas for the Event

Setting up Flip Charts and Organizing Other Materials

Rapid Improvement Event Communication Email

Rapid Improvement Event Kick-Off Agenda

Conducting the Event

Bring Team Together to Discuss Roles and Responsibilities

Discuss Event Deliverables

Conduct Team Training as Required

Create Detailed Value Flow Maps and Layouts of the Process

Facilitate to Ensure Full Participation of Team Members

Collect Data at Every Operation

Analyze Data and Develop Prioritized Improvements

Change the Process

Apply 5S and Mistake-Proofing Methods

Evaluate the Rapid Improvement Event

5 Data Collection and Analysis

Big Data Collection and Analytics

Metadata Definition and Lineage

Information Quality Governance

Value Stream Mapping

Brown Paper Exercise

Process Characterization

Simple Analysis of Process Data

6 Process Improvement

Common Process Changes

Control Tool Effectiveness and Sustainability

Root Cause Analysis and Improvement Strategies

Robotic Process Automation

Automating for Solution Sustainability

Examples.

Example 1: Financial Forecasting

Example 2: Accounts Receivables

Example 3: New Product Market Research

Example 4: New Product Development

Example 5: Hiring Employees

Example 6: Supplier Performance Management

Identifying and Prioritizing Improvements

Step 3 Implementing Solutions

Index.

Notes:

"A Productivity Press book."

Includes bibliographical references and index.

Description based on print version record.

ISBN:

1-00-304949-4

1-003-04949-4

1-000-35680-9

9781003049494

OCLC:

1242733284