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 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.
Foreword
About the Author
Introduction
Step 1 : Align Improvement Opportunities
Chapter 1 : Strategy Alignment
Chapter 2 : Project Identification
Chapter 3 : Lean Six Sigma Basics
Step 2 : Plan and Conduct The Kaizen Event
Chapter 4 : Kaizen Event Planning
Chapter 5 : Data Collection and Analysis
Chapter 6 : Process Improvement
Step 3 : Implementing Solutions
Chapter 7 : Building a Business Case for Change
Chapter 8 : Implementing Solutions
Chapter 9 : Reinforcing New Behaviors and Organizational Change
Conclusion
Appendix A : Crystal Ball® Software
Appendix B : Minitab® Statistical Software and Quality Companion by Minitab
Appendix C : Figures and Tables
Glossary
Index
