Over the past couple of decades, growth in the number of new service and not-for-profit organizations has out-paced manufacturing in the global economy. Six Sigma and Lean, two of the most successful initiatives for improving quality and productivity rooted in the manufacturing sector, are now needed by organizations in the non-manufacturing sectors of the economy. With the ever-growing demands of customers, ensuring quality and productivity in service organizations as a distinctive core competence is becoming essential to achieving a competitive advantage and maintaining customer loyalty for long-term survival. Current books on Lean Six Sigma for service or transactional organizations either require a significant technical background, or are rather conceptual in nature and lack the detail of the tools, how to use them, and the practical skill-building exercises needed to give readers the ability to actually implement Lean Six Sigma in their organizations. This book fills the void. Written for the typical business professional, Lean Six Sigma Service Excellence effectively translates the concepts of Lean Six Sigma from a manufacturing environment to a service delivery environment. It is a user friendly guide to successfully implementing Lean Six Sigma practices in non-manufacturing organizations. It is also an inexpensive path to Green Belt certification. Mr. Taylor provides an overview of the Lean Six Sigma concepts and step-by-step examples of how to apply each of the relevant tools in practical situations. Next, readers will work through several problems to exercise their new found understanding. This learning approach of application and exercise should be of particular interest to those interested in, but unable to afford the large expense of most Lean Six Sigma training courses. Dedicated to executives and managers of service and transactional organizations, Lean Six Sigma Service Excellence emphasizes how productivity can be used as a distinctive competence for achieving and maintaining competitive advantage in non-manufacturing environments.

This book discusses the integrated concepts of statistical quality engineering and management tools. It will help readers to understand and apply the concepts of quality through project management and technical analysis, using statistical methods. Prepared in a ready-to-use form, the text will equip practitioners to implement the Six Sigma principles in projects. The concepts discussed are all critically assessed and explained, allowing them to be practically applied in managerial decision-making, and in each chapter, the objectives and connections to the rest of the work are clearly illustrated. To aid in understanding, the book includes a wealth of tables, graphs, descriptions and checklists, as well as charts and plots, worked-out examples and exercises. Perhaps the most unique feature of the book is its approach, using statistical tools, to explain the science behind Six Sigma project management and integrated in engineering concepts. The material on quality engineering and statistical management tools offers valuable support for undergraduate, postgraduate and research students. The book can also serve as a concise guide for Six Sigma professionals, Green Belt, Black Belt and Master Black Belt trainers.

As a manager, you have the responsibility to plan, organize, implement, delegate, and control. To be a leader, however, you must also inspire your staff, your colleagues, and your workplace. You have the ability to take these people to greater heights, both personally and professionally.

This guidebook can help you meet these challenges. You'll learn how to

resolve conflicts between employees;

coach and mentor young professionals;

deal with those who don't play by the rules; and

reduce the stress that comes with being a manager.

In addition to a broad-based discussion of leadership practices, "Quit Your Job, Enjoy Your Work" also explores the ins and outs of servant leadership and emotional intelligence. Managers who are interested in creating a positive work environment need to better understand both of these contemporary approaches to leadership.

Written for organizational managers, leaders, and staff who want to understand their workplace, this guide enables you to fulfill your potential. In "Quit Your Job, Enjoy Your Work," you can discover how to create a better workplace for all.

Sustainable Self-Governance in Businesses and Society offers a sound introduction to Stafford Beer's Viable System Model (VSM) and clarifies its relevance to support organisational sustainability and self-governance. While the VSM has been known since the early 1980s, it hasn't been always easy to understand and to apply. It explains the self-transformation methodology to analyse the way organisations manage (or not) their complexity and govern themselves. The work is supported by multiple examples of application in organisations of all scales - from small to multi-national corporations and from organised social networks to communities and national organisations. It clarifies the relevance of Beer's theory to support systemic learning and change in organisations, and to coach them to self-organise and self-govern. Readers interested in further understanding insights from complex systems and cybernetics theories for designing and transforming organisations will benefit from this book, as it works to offer very detailed insights on how to put the VSM theory into practice. It clarifies how it improves adaptive capabilities, agile and self-regulated structures, more capable of fully implementing corporate sustainability strategies and self-governing themselves. The chapters provide key reading for managers, consultants, practitioners, and post-graduate students working in organisational transformation, governance, and sustainability.

Almost every manager today knows that satisfying customers by meeting their quality demands is a critical component of business success. Quality management is a given in modern companies - a competitive imperative. Yet it was not always so. Back when the quality movement was getting started, few managers really understood either the importance of quality to customers or how to manage for quality. Much the same could be said today about managing responsibility. Why and how should responsibility be managed? What is responsibility management? Total Responsibility Management answers these questions while at the same time providing a systemic framework for managing a company's responsibilities to stakeholders and the natural environment that can be applied in a wide range of contexts. This framework uses managerial familiarity with quality management to illustrate the drivers for responsibility management. Companies know that product or service quality affects their customer relationships and the trust customers have in the company's products and services. So, too, a company's management of its responsibilities to other constituencies affects its relationships with those other stakeholders and the natural environment. But why bother? The answer is quite simple. Never has it been easier for employees, reporters, activists, investors, community members, the media and other critical observers to find fault with companies and their subsidiaries. A problem identified, even in a remote region or within a remote supplier, can instantaneously be transmitted around the world at the click of a mouse. Ask footwear, toy, clothing and other highly visible branded companies what their recent experience with corporate critics has been and they will tell you about the need to manage their stakeholder responsibilities (human rights, labour relations, environmental, integrity-related) or face significant consequences in the limelight of public opinion. Managers will discover that whether they do it consciously or not, they are already managing responsibility, just as companies were already managing quality when the quality movement hit. This manual makes the process of managing responsibilities to and relationships with stakeholders and nature explicit. Making the process explicit is important because too few of today's decisions-makers yet understand how they are managing stakeholder responsibilities as well as they understand how to manage quality. Managing responsibilities goes well beyond traditional 'do good' or discretionary activities associated with philanthropy and volunteerism, which are frequently termed 'corporate social responsibility'. In its broadest sense, responsibility management means taking corporate citizenship seriously as a core part of the way the company develops and implements its business model. The specifics of responsibility management are unique to each company, its industry, its products and its stakeholders, yet, as this manual illustrates, a general approach to managing responsibility is feasible - indeed, is increasingly necessary. Based on work undertaken by Boston College and the International Labour Office, Total Responsibility Management is the first CSR manual. Its original case studies add value to a range of tools and exercises that will make it required reading for all managers in need of a practical guide to managing responsibility and to students and researchers looking for an overarching framework to contextualise the changing responsibilities of global business.

Implementing ISO 9001:2015 - A practical guide to busting myths surrounding quality management systemsIn his new book, Andrew W Nichols debunks many of the common misconceptions about ISO 9001:2015 and describes the many advantages the standard brings. Drawing on more than 30 years of hands-on experience, he gives clear, practical and up-to-date advice on how to implement a QMS (Quality Management System) to maximum effect. In September 2015, the much-anticipated sixth version of ISO 9001 was published, and, with it, several myths were given life. Implementations of QMSs, based on the requirements of ISO 9001, have been plagued by misunderstood and misinterpreted requirements, from the earliest version back in 1987. New myths have arrived with the publication of the ISO 9001:2015 edition. This book exposes many of the myths and enables a better understanding of ISO 9001:2015 by those who seek to create, implement, and improve an effective QMS for their organizationThousands of organizations worldwide are reaping the benefits from adopting the ISO 9001:2015, and implementing an effective QMS, and this book will provide you with the tools to do the same! Full of real-life examples, this book enables you to read and successfully interpret the ISO 9001:2015 documentation

This book guides process-industry professionals from the implementation of the basic foundations of Continuous Improvement (CI) through to an organization where CI is a "way of life" and a defining feature of the culture of the organization. The readers of this book are seeking solutions to such pressing issues as: * Eliminating accidents and near misses. * Reducing customer complaints. * Improving customer delivery performance. * Elimination of accidents and near misses. * Reducing customer complaints. * Improving customer delivery performance. * Introducing new products. * Improving staff productivity. * Removing costs to meet the budget. * Dealing with absence and poor morale. * Improving staff retention. This book provides them with guidance on how to address issues in these areas in a way that enables improvements to be realized quickly but not at the expense of a long-term goal of a sustainable Continuous Improvement culture. In addition, this book presents the implementation of CI as a cyclical journey with no endpoint. The stages are ordered in a sequence that enables the reader to get started in their area of the company and build up the elements without the need for an overall organizational strategy at the beginning. Continuous Improvement is a vast subject with many takes on principles, approaches, and tools. This book is about how all the fundamentals of these areas fit together and, as such, covers only some of them. However, within the bibliography, I have signposted the books that have guided me during my career and which go into the principles, approaches, and tools further.

The complexity of today's large organisations, businesses, and social institutions defeats management approaches based on monolithic thinking. Most industry and service organisations look at their performance either from a single perspective - productivity, quality, safety, etc. - or from different but separate perspectives that reside in organisational silos. Quality is treated separately from safety, which, again, is treated separately from productivity, and so on. While siloed thinking may be convenient in the short term, it fails to recognise that any specific perspective reveals only a part of what goes on. Yet it is essential to have a unified view of how an organisation functions effectively to manage changes and to ensure the organisation excels in what it does. Synesis represents the mutually dependent set of priorities, perspectives, and practices that an organisation needs to carry out its activities as intended. It shows how to overcome the fragmentation in foci, scope, and time that characterises the dominant change management paradigms. This book is consequently not about productivity or quality or safety or reliability but about all of these together. It is about why it is necessary to think of them as a whole. And it is about how this can be done in practice.

Six Sigma Deployment provides a thorough understanding of the Six Sigma methodologies and its implementation in various industries. The authors offer practical information for successful implementation as well as what is needed to plan, monitor and steer this business strategy toward success.
The authors begin with an introduction to the Six Sigma initiative by offering a chronology of events from the origin of Six Sigma to the present. This includes the changing view of quality and how companies have benefited. Readers are also introduced to the currently popular breakthrough strategy and learn how this compares to the original methodology. Along with this, the different belts are explained in detail as to what the variations are among various service providers.
Some of the unique aspects of this book include the use of Six Sigma with the various quality standards that are being implemented today, the implementation of Six Sigma in supply chain management stream, and the analysis of different methods used by various companies, the strengths and weaknesses of each, results achieved and finally lessons learned. In addition, an appendix is provided that includes the various statistical or non-statistical tools employed during the implementation of Six Sigma.
* Practical information facilitates successful implementation of this methodology to help maximize return on investment
* Includes case studies from Motorola, General Electric, Allied Signal, as well as a number of small businesses
* Demonstrates how six sigma complements the various quality management systems

Traceable calibration of test and measurement equipment is a requirement of the ISO 9000 series of standards. Basic Metrology for ISO 9000 Certification provides essential information for the growing number of firms registered for ISO 9000.

Dr. G.M.S. de Silva who has a lifetime of experience in metrology and quality management fields condenses that knowledge in this valuable and practical workbook. The book provides a basic understanding of the principles of measurement and calibration of measuring instruments falling into the following fields; Length, Angle, Mass, Pressure, Force, Temperature and AC/DC Electrical quantities. Basic concepts and definitions, ISO 9001 requirements and uncertainty determinations are also included.

Includes worked examples in the text and solutions to problems which can be compared to real life situations.

Includes basic metrology principles and data that will be useful to test and calibration personnel in their day to day work.
Contains features of the metrology management structure which an organisation needs to set up in order to satisfy ISO 9000 criteria.

Typically entrenched and systemic, healthcare problems require the sort of comprehensive solutions that can only be addressed by a change in culture and a shift in thinking. Organizations around the world are using Lean to redesign care and improve processes in a way that achieves and sustains meaningful results for patients, staff, physicians, and health systems. This book demonstrates how honest appraisal, intelligent planning, and vigilant follow-up have led to dramatic improvements in a variety of healthcare settings across the world. It teaches us how innovative organizations can find sustainable solutions to seemingly intractable problems by following a path guided by Lean Thinking. Lean methods may not solve every healthcare problem, but as these cases prove, changing a culture rather than personnel results in more effective sustainable change. This multi-authored book provides expert descriptions of Lean methods and their application in healthcare, written by the people who developed and tested the methods in healthcare settings. Each chapter brings together a description of the technique or approach, with examples of application in practice from the author's own practice. Authors use an engaging approach to their narrative, with examples from their personal experience or engagement being described to illustrate the practical application of theoretic approaches. In painting a picture of the environment in which these tools and techniques have been applied, readers will understand the transferability to their own workplace environment. This will be an opportunity to tell real stories of the application of Lean in healthcare and give readers the opportunity to learn from people from across the world, on subjects on which they are acknowledged topic experts, based on day-to-day Lean practice.

Why do projects fail?The people who plan and execute major projects are often highly skilled and highly regarded. They are not obviously incompetent. Where a project uses external suppliers or contractors as a significant support to project delivery, the risk of a fundamental failure seems to escalate. Is this a failure of project management? A failure of procurement? A failure of both? Or are there other factors at play? This book aims to be a self-help manual. It will enable you to improve your personal and corporate performance. It will also help you ensure that the sub-system elements of a project, where there are 'interfaces' between systems that need to 'talk' to each other, will be effectively managed - with no nasty surprises. Buying and integrating advanced technologyRight First Time - Buying and integrating advanced technology for project success does not pretend to hold the key to a 'nirvana' of project delivery. Rather, it gets straight to the point about buying - and integrating - advanced technology. It recognises that integrating sub-systems is fertile ground for failure and that effective procurement is increasingly important in project delivery. The failure of one sub-system can undermine an entire project, and the integration of sub-components is all too often assumed to be a technical problem that 'technical people' will overcome. Few projects make integration a defined subset of the overall project plan, yet most will benefit from doing so. A project management playbookA management book rather than a technical book, Right First Time - Buying and integrating advanced technology for project success focuses on the difficult issue of sub-system integration in the context of third-party (supply) relationships. If you are responsible for project management and practical delivery, at senior or junior level, it provides lots of practical questions to help you work through the issues, acting as a catalyst for supplementary questions and lines of investigation, focusing on potential problem areas relevant to your own context. Powerful learning outcomes and self-reflective questions at the end of each chapter enable you to create key action points and assess your organisation's approach to improve project management governance and ensure you get it right first time. Project managers, procurement managers, business change managers, commercial managers, mobilisation/transition managers, product managers and contract managers will all find value in this comprehensive guide to managing sub-system integration for project success.

In just 24 lessons of one hour or less, Design Thinking for Tech helps you inject techniques and exercises into your projects using the same systematic and creative process that designers have used for years. Anderson walks you through a simple four-phase Design Thinking model, showing how to loop back, keep learning, and continuously refine your work. You start by understanding the essential "what, how, when, why, and who" of Design Thinking. Next, you use core Design Thinking techniques to understand the big picture, focus on your most critical problems, think more creatively about them, take the "next best steps" toward problem resolution and value creation, and along the way rapidly iterate for progress. Every lesson builds on what you've already learned, with exercises crafted to deliver directly relevant experience. Regardless of your role in the world of technology, you'll learn how to supercharge success for any tech-related project, business initiative, or digital transformation. Learn how to... Apply a simple four-phased Design Thinking model in team and individual settings Inject game-changing methods into the project lifecycle Gain crucial "big picture" insights into how a situation has evolved over time Build and maintain healthier, more resilient teams Reskill teams to deliver greater business, functional, and technical impact Set and manage realistic expectations through a 360 Degrees view of your stakeholders Connect, communicate, and empathize with the right people at the right time Liberate the ideas trapped in your head so you can explore them deeply with others Think divergently, expand creativity, and work through uncertainty Navigate problems to quickly arrive at potential solutions Deliver incremental yet real value to people who desperately need it Start small to deliver greater value at velocity Improve how you approach and manage change Step-by-step instructions carefully walk you through the most common tasks. Practical, hands-on examples show you how to apply what you learn. Quizzes and exercises help you test your knowledge and stretch your skills. Notes and tips point out shortcuts and solutions.

This book describes the development of quality over various stages, from product inspection, through quality control to the present ISO 9000 systems. It also highlights the advantages of the quality management system (QMS) standards and the need for certification by organizations and enterprises/firms interested in taking advantage of the various benefits of these standards to improve their systems and aid their survival in a globally competitive market. The author provides simplified information to enable even those hearing the word ''quality'' for the first time to be able to appreciate and understand the various quality management philosophies irrespective of their background and position.

Over the last 25 years there has been a considerable increase in the awareness of quality related issues. In the world of business and commerce, this awareness has manifested itself in the development of what was the British Quality Standard BS 5750 into what is now the international standard BS EN ISO 9000. Alongside all of this, consumers in general have developed increasingly demanding expectations with regard to the quality of goods and services available in the market place. During a similar period there has also been an increase in legislation, together with an expansion of the common law, which has strengthened the protection already afforded to the consumer.
This book will provide quality practitioners, managers and those with a general interest in quality, with an insight into the legal issues involved. In addition, the book shows how the implementation of a Quality Assurance Management System - such as that required in order to be registered as a firm of assessed capability, in accordance with BS EN ISO 9000 - can act as an aid to businesses seeking to comply with their legal obligations.
In addition, for those following a formal course of study, the contents will prove to be particularly useful to students undertaking the Institute of Quality Assurance's Associate Membership examination: Principles and Techniques of Quality Assurance.

Biotechnology: Quality Assurance and Validation provides a practical, detailed discussion of what issues Quality Assurance and Quality Control need to identify for effective control in the preparation of biotechnology products. The book presents a series of topics that define some of the unique challenges facing biotechnology companies in producing biopharmaceutical products. The topics selected address quality and validation issues, starting with the cryopreservation of cell lines through the filling and finishing of the product. It includes a validation guide, a clear presentation of how to use filtration effectively, a synoptic view of cleaning procedures, and much more.

Wherever we are in the quality movement, there is more to discover--to explore. Today, quality serves business as a way of increasing profits. That is one end of a spectrum. Tomorrow, quality takes business into the rest of the spectrum. In this new dimension, business learns to serve, and be served, from a foundation of unconditional love. At the other end of the spectrum is quality's far-reaching goal--the attainment of harmony between people and the entire cosmos. This goal reveals the gap, and steps, between it and what we do today.

This book is intended for explorers and pioneers. It is not for those who are comfortable in today's paradigms. It is for those who search and yearn for new ways bring heart into the world of business and society. It is not for those who are comfortable living an unexamined and changeless life. It is for those who sense a thrill in the heart with the changes of each new day.
Experience, not dry learning, is the heart of this book. For this reason, "Practical Exercises" are included in most of the chapters. They are experiences of things that can be known, but not told or taught. Without the exercises, your knowing will be superficial. With them, you can enter into dimensions unknown to you today.
Michael W. Munn, Ph.D., heads the Gaia Center for Quality in Palo Alto, California. He provides keynotes, experiential change seminars, and business quality workshops. Strategic planning, executive development, proposal, and reengineering efforts are among the topics of his workshops.
- Goes beyond quality in the workplace
- An operator's manual to reaching higher levels of understanding
- Tested, practical exercises for readerinteraction

Effective Management of Benchmarking Projects shows you how to apply benchmarking to a variety of projects.
Effective Management of Benchmarking Projects equips the project team or manager with all the necessary competence for managing projects effectively. This practical book begins with definitions of 'what to benchmark' and ends with a stimulating real case study where a benchmarking project was conducted by observing all the necessary rules and with total adherence to the various protocols.
This book deals with the application of benchmarking. It gives real examples of effective applications from such companies as:
Rank Xerox, D2D, American Express, Rover, Texas Instruments.
Author is a leading authority on benchmarking
Blends theory with practice appealing to both academics and practitioners
Includes examples of best practice in a variety of fields eg the public sector, utilities sector, financial services, car after-sale service

Benchmarking for Best Practice uses up-to-the-minute case-studies of individual companies and industry-wide quality schemes to show how and why implementation has succeeded. For any practitioner wanting to establish best practice in a wide variety of business areas, this book makes essential reading. It is also an ideal textbook on the applications of TQM since it describes concepts, covers definitions and illustrates the applications with first-hand examples.Professor Mohamed Zairi is an international expert and leading figure in the field of benchmarking. His pioneering work in this area led to the implementation of sixty comprehensive benchmarking projects in companies worldwide. He has written several books on this subject including 'Practical Benchmarking' in 1992.

Another new book in the popular and original series of pictorial guides - John Oakland cuts through the complex concepts and confusing jargon associated with implementing Total Quality, and Peter Morris presents the information in his inimitable pictorial style. This book will show students and managers what they need to understand about TQM in the simplest, clearest and most memorable form.

Professor John Oakland is undoubtedly the British guru of quality management. Following a successful industrial career in research and production management, he has developed a pragmatic approach to introducing TQM which he and his colleagues have used successfully in literally thousands of organizations. He is founder and Executive Chairman of OAKLAND Consulting Plc. and Head of the European Centre for TQM at the University of Bradford Management Centre. Also published by Butterworth-Heinemann are John Oakland's bestselling Total Quality Management (now in its second edition) and Cases in Total Quality Management. Peter Morris is the creative force behind the illustrations in all Butterworth-Heinemann's pictorial guides. Originally trained as an art teacher, he spent several years as an industrial designer in Canada before returning to England to design educational and training materials for the University of Sussex. His experience working on industrial contracts convinced him, quite rightly, that cartoons are frequently the best way to illustrate the abstractions of business life.
Part of the popular and original series of pictorial guides
Enables students and managers to grasp the basic concepts of TQM
TQM presented in its simplest, clearest and most memorable form

The journey towards a sustainable world is our greatest challenge. This book includes reports, analysis, and discussion of cutting-edge approaches to incorporating sustainability importantly in the mix of organizational strategic elements. It includes examples of ""zero-footprint"" production facilities, leveraging environmental and social opportunities by projects, examining theories of excellence in sustainability through appreciative inquiry, social entrepreneurship, closed-loop supply chain management including reverse flows of products returned by end users, using triple bottom-line measures of success implemented in various societal and political contexts, implementing environmentally positive green technologies, new visions for making sustainability sustainable, and innovations in diffusing learning throughout an organization's web of stakeholders and admirers. Examples and cases are drawn from business, government, and not-for-profit sectors and intraand inter-sectoral partnerships in the US, Canada, Australia, the Philippines, and Spain.Notable focal cases include the airline industry, with its emerging space-rich aerotropolises as potentially sustainable communities and higher education. These are at times supported by interviews that bring into focus positive learning experiences and high-point stories.

To help address the challenges of sustainable development, higher education institutions must transform themselves, bringing together best practice in quality management for tertiary education with best practice in education for sustainable development. This book provides tested strategies and pathways for undertaking this successfully.

Designed and written by professionals with extensive ISO 9000 Certification experience, the techniques and forms in this Manual have been used successfully to achieve certification at over 50 companies. The 90-Day ISO 9000 Manual provides the basic system you need in place to satisfy an ISO 9000 Audit. First, ISO 9000 is explained and the registration process described in detail. Next, you are taken through exactly what you need to do to prepare for an audit. You are given the working instructions and forms you need to meet certification requirements. The forms are unique and have been designed specifically for ISO 9000 standards. Since ISO 9000 is not designed to be a TQM program the authors have also included a special section that provides the information, instructions and forms needed for quality audits such as Q94 or Z1. If you want to take your program further than just ISO 9000 certification, the material is available to you. The 90-Day ISO 9000 Manual includes the latest published draft of Q91 DIS, which is the formal public review copy. Companies that have recently been audited have noticed that certain improvements in documentation have been expected by registrars. These improvements require rewording the old standards. The new standards have been incorporated in this manual and several schemes have been modified. The authors of The 90-Day ISO 9000 Manual have extensive experience working on ISO 9000 standards review, consulting with companies developing programs, registrar experience and international ISO 9000 activities. This manual will reflect a practical approach to registration for the next five years.