Quick Hits: 10 Key Surgical Strike Actions to Improve Business Process Performance

Front Cover
AMACOM Div American Mgmt Assn, 2004 - Business & Economics - 274 pages
1 Review

"Improving business processes, whatever or wherever they are in the enterprise, is an acknowledged way of improving the bottom line. Whether it's re-engineering, Six Sigma, TQM, or any number of other techniques, the problem is that it's usually such a huge undertaking that it's more work than it's worth. Kelvin F. Cross proposes that results can be achieved much more easily by going in and performing ""surgical strikes"" on specific areas that need improvement, without turning the entire thing into a ""science project."" And now his method is available for anyone seeking to streamline process structures.

Using case studies from companies including AT&T, GE, and Weight Watchers International to illustrate the remarkable results that can be achieved, Quick Hits sums up the ten key areas that are perfect targets for surgical strikes, demonstrating exactly how to handle each type of problem. By showing how to determine which approach to use for any given situation, the book gives readers an arsenal of tactical and judicious methods designed to be low risk, low cost, and very effective."

 

What people are saying - Write a review

We haven't found any reviews in the usual places.

Contents

The Illumination of Surgical Strikes
5
Who Gets These Great Results?
11
The Ten Surgical StrikesThe Way to Results
17
When a Strike Misses the Mark
23
Characteristics and Virtues of Core Process Thinking
29
CHAPTERS How TO STRIKE
35
The Game PlanWhat It Takes
40
So How Did We Get Here?
53
CAPACITY AND EXPAND CAPABILITY
113
Customer Chaos Is No Excuse for Poor Utilization
126
REDISTRIBUTE THE WORK
139
Fire the Intermediaries
157
The Appearance of Flexibility the Reality of Efficiency
172
Focus the Flows on Performance to the Customer
188
Unclog the Flows of Knowledge
210
SHOW THE RESULTS
211

Triangulate and Strike
66
Eliminate NonValueAdded Nonsense Work
80
RECLAIM LOST TIMEUTILIZE
92
Initial Ideas
93
Cut ValueAdded Time Not Steps
109
Group ThinkHow Did I Get Here?
225
Culture Clash?
239
THE TEN SURGICAL STRIKES
253
INDEX
267
Copyright

Common terms and phrases

References to this book

About the author (2004)

Kelvin F. Cross (Boston, MA) is the coauthor of three books, including Measure Up!: Yardsticks for Continuous Improvement. Formerly the head of business engineering for Wang Laboratories, he is now a founding partner of Corporate Renaissance, Inc., a business process design firm.

Bibliographic information