Finally, a book that describes continuous improvement efforts in manufacturing from an operating executive viewpoint. "Actual Experiences of a CEO: How to Make Continuous Improvement in Manufacturing Succeed for You Company reveals hard hitting advice, practical answers, and proven results from a CEO who's been there. Written by Hank McHale, a seasoned CEO with 30 years of manufacturing experience, the book is a realistic how-to guide for all levels of operating management to use for continuously improving their business and business processes. McHale shares his diverse perspective and provides real-world examples, not theories, of what works and what doesn't.

In "The ENCORE Approach for Financial Advisors: Delivering the Ultimate Client Experience," Rob Brown, founder of Encore Partners Founder lays out a surprisingly straightforward, step-by-step approach advisory firms and broker-dealers can follow to re-energize business and move to the highest level of success. Walking the reader through a precise process for "Delivering the Ultimate Client Experience," the book utilizes unique information design principles to ensure that you climb quickly up the learning curve to happier clients, more freedom, and greater profits.

This Book is About Curing Your Process Headaches, Your Problems It's about you and the things you do - the processes in which you are involved and the way you do them. Everything you do repeatedly in your life is a process and you are involved in lots of processes. If your processes at work or at home are beset with surprises, crises, delays, misunderstandings and other forms of headaches, keep reading. As they say in the headache ads, "Relief is on the Way." You Can Do This -- The Approach is Simple, Practical and It Works You don't have to wait for your company to start a process improvement program. This new book, just released, shows some easy things you and your co-workers can do on your own to minimize mistakes, crises, and delays in the ways you interact. This practical step-by-step approach has been successful in over 100 business and government organizations. Follow these 7 simple steps to start to build an effective continuous process improvement program that can lead toward process maturity and eventual formal certification. ========= If your work is filled with surprises, crises, delays, misunderstandings and other forms of headaches, this book will help you find a cure. As they say in the headache ads, "Relief is on the Way."

This book analyses the methods and outcomes of quality assurance in different fields. Chapter One reviews the concept of quality and its applications in forensic science laboratories. Chapter Two discusses the concepts around quality assurance in safety promotion to enhance the safety culture as well as practical views to make the measures taken more visible. Chapter Three identifies and develops a theoretical model of the internal quality assurance system of higher education based on a model system that explores beliefs and values of a university. Chapter Four examines quality assurance in higher education in Japan. Chapter Five addresses a new approach in quality assurance for x-ray units in medical institutions.

This is a core text for anyone training to be (or working as) an internal or external quality assurer in the further education and skills sector. It has all the information you need to work towards the quality assurance units for qualifications such as: The Certificate and Diploma in Education and Training, or the quality assurance units of the Learning and Development (TAQA) qualification. The book takes you through all the information you need to know, opening up the topic for learning in an easily accessible way. Interactive activities are included throughout, and real examples of quality assurance in practice are included. The book also includes examples of completed internal and external quality assurance documents. It is a comprehensive text, covering: * principles of internal and external quality assurance * planning quality assurance activities * carrying out quality assurance activities * risk management * making decisions and providing feedback * record keeping * evaluating practice * the role and use of technology * planning, allocating and monitoring the work of others This is your guide to understanding how to use internal quality assurance activities effectively with assessors, and external quality assurance activities with centre staff.

Providing a framework that highlights waste and its negative effects on process performance, value stream maps (VSMs) are essential components for successful Lean initiatives. While the conventional VSM format has the basic structure to effectively describe process operations, it must be adapted and expanded to serve its purpose in the process industry. This book describes in detail how to create a complete VSM for a process industry manufacturing operation. Detailing the unique features of process operations and why they require additions and adjustments to traditional VSMs, the book walks readers through the steps in analyzing the map. It explains how to scope improvement projects, prioritize them, and then use future state VSMs to illustrate and motivate systemic improvement. In doing so, it supplies readers with a roadmap for a complete Lean transformation. Describes how to analyze the map for waste and flow issues so that they can be reduced and even eliminated Provides examples of the calculations needed for the flow parameters in data boxes Explains how the VSM concept can be applied to the entire supply chain Includes strategies for engaging your entire workforce in map creation The book introduces a target manufacturing process and uses it to describe how to create a complete VSM. The target process is complex enough to illustrate the issues often encountered in mapping a process industry operation, but straightforward enough to explain all of the mapping considerations and decisions. The book includes real examples of how VSMs brought much greater clarity to the real issues the processes faced and cases where the insight enabled management to avoid costly, inappropriate investments.

Do you want to reduce conflict and disharmony among coworkers and ensure mutual respect, collaboration and support? Workplace harmony and healthcare employee satisfaction are powerfully interrelated. Conflict among coworkers affects patient care and service. Also, important projects may suffer as coworkers spend their energy on troubling or non-existent relationships. That's why it's so important to develop employee awareness and skills related to coworker relationships. This short book addresses how people interact at work, how and why differences arise, what to do when they arise, and how you can personally influence the quality of relationships you have with other employees on the job. This book is ideal for individuals who may benefit from greater self-awareness about their relationships at work. It is also a useful text for staff development workshops and coaching and a powerful tool to effect greater healthcare employee satisfaction. Working Together is the resource you need to build a cohesive and productive environment in your organization.

Packed with current examples, cases, and illustrations, market-leading MANAGING FOR QUALITY AND PERFORMANCE EXCELLENCE, 10e focuses on the fundamental principles of total quality and emphasizes high-performance management practices, such as those reflected in the Baldrige Criteria. Written by experienced leaders in the fields of performance management and quality, the text delivers the definitive resource for coverage of ISO 9000 certification, Six Sigma, and the U.S. Malcolm Baldrige National Quality Award standards. A wealth of current examples from leading organizations throughout the world reflects quality as they emphasize the practical aspects of the book's managerial focus and pertinent technical topics. You can efficiently prepare to become an ASQ Certified Quality Manager, as this edition covers most of the Body of Knowledge required for ASQ certification. It's everything you need -- now and throughout your career -- to ensure quality management success.

Are you looking for effective ways to improve service excellence with your team? Achieving Impressive Customer Service helps healthcare managers inspire and mobilize their teams to extend effective service and caring to the people they serve. This book describes a rich array of simple, doable approaches that, one at a time, or in tandem, will result in improved service quality and customer satisfaction. This book is especially useful for: Managers of service lines, ancillary services and support service in hospitals and systems Administrators who want to provide managers with powerful tools for making improvements Managers in managed care, ambulatory care, medical practices, home care and long-term care Administrative physicians Professionals in training, education, and organization development Change agents and consultants Anyone in health care who wants to focus on achieving impressive customer services If you want to engage your team in advancing service quality, Achieving Impressive Customer Service has concrete strategies for you

Do you want your employees to communicate with each other in a consistently direct and respectful way? Communication problems and the need to deliver hard messages plague interactions between employees, physicians and patients. While your employees are caring and intend to work harmoniously with each other, they may not have the necessary skills. With Practical Assertiveness, you can help your team master and apply tactful, direct, and compassionate communication that will make it more likely that they achieve the results that you and they want. Written by healthcare communication expert Wendy Leebov Ed.D, Practical Assertiveness is a clear nuts and bolts guide filled with case situations, self-assessment tools, and practice exercises that help learners: 1) Communicate their wants, needs and feelings in a genuine way that shows their caring and altruistic intentions 2) Build harmonious, respectful relationships 3) Reach new heights of self-confidence, contribution and pride in their work If you are anxious to replace difficult, tension-ridden interactions with direct, respectful exchanges, Practical Assertiveness has the strategies for you