Lean Six Sigma for the Office

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CRC Press, Oct 30, 2008 - Business & Economics - 348 pages
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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.

 

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Contents

Chapter 1 Strategy Alignment
3
Chapter 2 Project Identification
35
Chapter 3 Lean Six Sigma Basics
57
Plan and Conduct the Kaizen Event
109
Chapter 4 Kaizen Event Planning
111
Chapter 5 Data Collection and Analysis
141
Chapter 6 Process Improvement
185
Implementing Solutions
217
Chapter 9 Reinforcing New Behaviors and Organizational Change
267
Conclusion
277
Crystal Ball
285
Minitab
295
Figures and Tables
299
Glossary
305
Index
321
Back cover
341

Chapter 7 Building a Business Case for Change
219
Chapter 8 Implementing Solutions
239

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