Techniques and Sample Outputs that Drive Business Excellence

Many organizations are looking for that magic tool or methodology that will suddenly transform them into outstanding organizations. Unfortunately, there is no one right answer for all organizations or even for a single organization. Successful organizations skillfully integrate the appropriate improvement approaches with honesty, commitment, and constancy of purpose across all levels of management.This book, part of The Little Big Book series, discusses the most common set of tools and methodologies used in managerial, strategic planning, project selection, and organizational improvement projects that are referred to throughout The Little Big Book series. It presents, in a concise no-nonsense format, the concepts and techniques that must be mastered by project managers and anyone tasked with managing an improvement project.The tools covered in this book include affinity diagrams, brainstorming, cause-and-effect diagrams, the Kano model, organizational process improvement, Pareto analysis, project management, risk management, root cause analysis, storyboarding, value propositions, and workflow diagrams.Because of the large number of tools and techniques covered, the book supplies concise operating guidance for each tool that is adequate to prepare readers to understand and use that tool. It also includes examples of how the tools are used.The book provides a basic understanding of the tools you need to improve the processes you are currently using to manage your organization and, ultimately, to improve the quality, productivity, and agility of the products or services you are delivering to your customers.The tools presented in this book are the essential tools that all organizations should be using. By understanding and using the tools covered in this book, you will possess a better overall understanding of the way your organization needs to function in today’s increasingly competitive environment.This book is designed to supplement and provide additional direction in the use of the methodologies defined in the other books in The Little Big Book series

Affinity DiagramsDefinition Its Uses General Preparation Example SoftwareAdditional ReadingBrainstorming (Creative Brainstorming)Definition Its Uses General Preparation Options Example The Wildest Idea Approach The Superheroes Approach SoftwareCause-and-Effect DiagramDefinition Its Uses General Preparation Example SoftwareCheck SheetDefinition Its Uses General Preparation Example SoftwareCommitment BuildingDefinition Its Uses General Preparation ExampleConsensus BuildingDefinitionIts UsesGeneralPreparationExampleConsequence ManagementDefinition Its Uses General Preparation ExampleControl ChartsDefinition Its Uses General Variables Control Chart Attributes Control Charts Preparation Variables Control Charts Rules for Identifying Special Causes of Variation Example SoftwareAdditional ReadingCost-Time ChartsDefinition Its Uses General Preparation Example SoftwareData Gathering by Document ReviewDefinition Its Uses General Preparation Gathering Data by Document Review ExampleData Gathering by InterviewDefinition Its Uses General Preparation Preparing for the Interview Identify Candidates for the Interviews Arrange the Time and Place for the Interview Prepare and Distribute Appropriate Briefing Materials to the Interviewees Conducting the Interview Note-Taking Example Questioning TechniqueData Gathering by SamplesDefinition Its Uses General Sampling and Data Collection Preparation Example SoftwareData Gathering by SurveysDefinition Its Uses General Survey Process Data Collection Method Self-Completion Surveys In-Person Interviews Telephone Surveys Computer-Assisted Telephone Interviewing (CATI) Sources of Error Bias and Accuracy Example SoftwareData StratificationDefinition Its Uses General Preparation Example SoftwareDelphi Narrowing TechniqueDefinition Its Uses General Preparation Example Using the Delphi Narrowing TechniqueEmployee InvolvementDefinition Its Uses General Preparation ExampleFacilitated SessionsDefinition Its Uses General Preparation ExampleFlowchartDefinition Its Uses General Preparation Steps Guidelines and Tips Example SoftwareAdditional ReadingForce Field AnalysisDefinition Its Uses General Preparation Example SoftwareGraphsDefinition Its Uses General Preparation X–Y Axes Graphs Line Graphs Multiple Line Graphs Bar or Column Graphs Area Graphs Gantt Charts (also referred to as Milestone or Planning Graphs) Pictorial Graphs Example SoftwareKano ModelDefinition Its Uses General Preparation Example SoftwareMotivation ManagementDefinition Its Uses General Preparation Example SoftwareReferenceNegative AnalysisDefinition Its Uses General Preparation ExampleAdditional ReadingNominal Group TechniqueDefinition Its Uses General Preparation Using the Nominal Group Technique Example SoftwareAdditional ReadingOrganizational Change ManagementDefinition Its Uses General Preparation Example Elements of a Contract Ground Rules for Effective Contracting Contracting for OCM Effective Contracting Ask for Feedback Review the Meeting Additional Guidelines for Personal Organizational RelationshipsOrganizational Process ConsultationDefinition Its Uses General Preparation Organizational Process Consultation Issues Organizational Process Consultation Interventions Task-Oriented Behaviors Relationship-Oriented Behaviors Example Conducting Organizational Process Consultation Consultant’s Role Observer Role SoftwareReferenceOrganizational Process Improvement/Business Process ImprovementDefinition Its Uses General Preparation for Process Redesign Methodology Preparation for Process Reengineering Methodology Phase I: Organizing for Improvement Phase II: Designing the Best-Value Future-State Solution (BFSS) Phase III: Implementation, Measurements, and Control Phase IV: Continuous Improvement Example SoftwareAdditional ReadingPareto AnalysisDefinition Its Uses General Preparation Using Pareto Analysis Example SoftwarePrioritization MatricesDefinition Its UsesGeneralPreparation Evaluating Using Prioritization MatricesExampleSoftwareProcess Capability Analysis (Cp)Definition Its Uses General Preparation Analyzing Process Capability Example Analyze the Data for Process Capability Perform Further Analysis If Necessary Further Analysis (2) SoftwareAdditional ReadingProject CharterDefinition Its Uses General Preparation Example SoftwareProject ManagementDefinition Its Uses General Preparation Examples Project Plan Example SoftwareAdditional ReadingRisk ManagementDefinition Its Uses General Dealing with Project Risk Assessing Project Risk Preparation When to Use FMEA FMEA Procedure Example SoftwareRole MappingDefinition Its Uses General Preparation Conducting Role Mapping Example SoftwareRoot Cause AnalysisDefinition Its Uses General Preparation Example SoftwareRun ChartsDefinition Its Uses General Preparation Using a Run Chart Example SoftwareScatter DiagramsDefinition Its Uses General Preparation Example SoftwareSolutions EvaluationDefinition Its Uses General Preparation ExampleStoryboardingDefinition Its Uses General Preparation Example SoftwareAdditional ReadingValue AnalysisDefinition Its Uses General Preparation Example Software Value Engineering (VE)Definition Its Uses General Preparation ExampleAdditional ReadingValue PropositionDefinition Its Uses General Preparation Example SoftwareReferenceAdditional ReadingVotingDefinition Its Uses General Preparation Ballot Voting Show-of-Hands Voting What Is a Voting Output? VotingExampleSoftwareWorkflow DiagramDefinitions Its Uses General Preparation Example SoftwareAdditional ReadingGlossaryIndex

Charles (Chuck) Mignosa has more than 30 years of diversified experience in high technology, aerospace, telecommunications, food processing, and biomedical device industries.He was with IBM for 25 years and holds patents in solid lubricants. He was the project manager in charge of implementing quality systems and is a certified course developer who developed many customized courses. Some examples include Total Quality Management, Continuous Flow Manufacturing, Customer Driven Quality, Statistical Design and Analysis of Experiments, Team Building, Six Sigma, and Communication Skills. Mignosa also was involved with IBM’s Six Sigma projects that were designed after Motorola’s program.Mignosa has delivered courses in Management Development, Team Building, Organizational Excellence, Conflict Resolution, the Stephen Covey 7 Habits of Highly Effective People, and Principle Centered Leadership, along with many other topics.After leaving IBM, he worked as an independent consultant, and has consulted for and done training with such companies as IBM, SanDisk, Owens Corning, Heinz USA, Siemens Automotive, General Mills, Connors Peripherals, HP, ADAC Labs, and many more. He has been an adjunct instructor with the University of Notre Dame (South Bend, Indiana), Nova University (Fort Lauderdale, Florida), and the University of Nevada/Las Vegas.Mignosa spent three years as the director of quality for Cholestech Corporation (San Diego) where he brought them into FDA compliance and registered to ISO 9001 and ISO 13485. He also spent two years as vice president of quality at P-COM, a telecommunications equipment development company in Campbell, CA, where he reduced out-of-box failures from 30 percent to less than 1 percent.Mignosa presently is president and CEO of Business Systems Architects, LLC (Santa Clara, California). His teams specialize in the design and implementation of business and quality management systems, organizational excellence, continuous improvement Lean/Six Sigma, and strategic planning. His partners include H. James Harrington of the Harrington Institute and Jerry Mairani of the Institute of Performance Improvement. In addition to a BS in chemistry from San Jose State University, Mignosa has completed graduate work in statistics at Stanford, a masters in systems engineering at Systems Research Institute in New York, and management training with IBM. He is a senior member of the American Society for Quality (ASQ), and is a certified Master Black Belt trainer.H. James Harrington, PhD, is the CEO of Harrington Institute, Inc., in Los Gatos, California. In the book, Tech Trending, Dr. Harrington was referred to as "the quintessential tech trender." The New York Times referred to him as having a "… knack for synthesis and an open mind about packaging his knowledge and experience in new ways—characteristics that may matter more as prerequisites for new-economy success than technical wizardry. …" The author, Tom Peters, stated, "I fervently hope that Harrington’s readers will not only benefit from the thoroughness of his effort, but will also ‘smell’ the fundamental nature of the challenge for change that he mounts." President Bill Clinton appointed Dr. Harrington to serve as an Ambassador of Good Will. It has been said about him, "He writes the books that other consultants use."The Harrington Institute was featured on a half-hour TV program, Heartbeat of America, which focused on outstanding small businesses that make America strong. The host, William Shatner, stated, "You (Dr. Harrington) manage an entrepreneurial company that moves America forward. You are obviously successful."Dr. Harrington is recognized as one of the world leaders in applying performance improvement methodologies to business processes. He has an excellent record of coming into an organization as its CEO or COO, resulting in a major improvement in its financial and quality performance.Dr. Harrington is a very prolific author, publishing hundreds of technical reports and magazine articles. He has authored 40 books and 10 software packages.Experience Dr. Harrington now serves as the CEO for the Harrington Institute with branches in many countries around the world. He also serves as the chairman of the board for a number of businesses.In February 2002, Dr. Harrington retired as the COO of Systemcorp ALG, the leading supplier of knowledge management and project management software solutions in Toronto, Canada. Prior to this, he served as a principal and one of the leaders in the Process Innovation Group at Ernst & Young. Dr. Harrington was with IBM for over 40 years as a senior engineer and project manager.He is past chairman and past president of the prestigious International Academy for Quality and the American Society for Quality Control. He is also an active member of the Global Knowledge Economics Council.While he was chairman of ASQ, he was one of the leaders in getting the Malcolm Baldrige National Quality Award through the U.S. Cong