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Lean Six Sigma for the Office Integrating Customer Experience for Enhanced Productivity

Lean Six Sigma for the Office Integrating Customer Experience for Enhanced Productivity

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) | Lean Six Sigma for the Office Integrating Customer Experience for Enhanced Productivity

GBP 48.99
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Transforming Leader Paradigms Evolve from Blanket Solutions to Problem Solving for Complexity

Transforming Leader Paradigms Evolve from Blanket Solutions to Problem Solving for Complexity

An easy read with clear examples and engaging stories this book is a treat for leaders who are interested in totally transforming the way they work. Luckman and Flory help leaders and organizations shift from a solutions mindset to a problem-solving culture that results in flow and growth where everyone in the organization can become a winner. Anand V. Tanikella Vice President R&D Abrasives Worldwide Saint-Gobain Luckman and Flory explain how to create a platform for change and a culture of meaningful continuous improvement through what they call Problem Solving for Complexity. This approach is about engaging everybody in the organization to improve every aspect of how work gets done. Read this book if you want to be a real change leader not just the person who goes around talking about the need for change. Robert Kessiakoff Coach/Consultant Partner LTGe Sweden [This book] describes how the leader through changing his or her own behaviors and practices can transform an organization that is slow to adapt into one that solves problems organically. The book is an important read for leaders and managers at all levels. Peter Ward Senior Associate Dean for Academics Richard M. Ross Chair in Management Professor of Management Sciences Director Center for Operational Excellence Ohio State University Organizational transformation is difficult and despite expensive continuous improvement programs most change efforts fail. This pattern James E. Luckman and Olga Flory argue is due to the fact that most change efforts start with senior leaders assigning an external or internal consulting group to attempt to drive change from the top down. Leaders today can no longer roll out solutions in the hopes of seeing better results. What they can do is play an active role in helping to transform their organization from blanket solutions thinking to learning how to solve complex business problems in a rapidly changing world. Drawing upon decades of leadership experience and years of research with executives across many different industries Luckman and Flory make a persuasive case that most companies have not been able to stay ahead in what is an increasingly turbulent business environment because they simply have not made the cultural changes required to do so. In discussing how to facilitate this culture change the authors share a model for leadership designed to guide an organization to extraordinary new levels of performance by focusing on three key areas: building a framework for problem-solving encouraging respectful communication and accelerating the pace at which the organization learns. The result is more energized team members who are dedicated to their daily work in an organization that is better positioned to achieve operational excellence. Readers will also find powerful stories from executives who have effectively changed their approach to leadership all of which serve to inspire more leaders to take the leap and become problem-solvers for complexity. Transforming Leader Paradigms is a book about strengthening every organization’s capacity to solve complex business problems. But more importantly it’s about what leaders must change in themselves to help their team members solve problems methodically start to look at the world differently using complexity theory and understand what it means to create real value for customers. For leaders who are willing to examine their own behaviors this book is a welcome change from the steady stream of business books on the market that emphasize charismatic and/or heroic leadership as the key to achievement and success. | Transforming Leader Paradigms Evolve from Blanket Solutions to Problem Solving for Complexity

GBP 31.99
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