Operational Excellence, Second Edition - Breakthrough Strategies
for Improving Customer Experience and Productivity brings together
leading-edge tools, methods, and concepts to provide process
improvement experts a reference to improve their organization's
quality, productivity, and customer service operations. Its major
topics include alignment of strategy to the design of supporting
systems to meet customer expectations, manage capacity, and improve
performance. It provides a concise and practical reference for
operational excellence. Its fourteen chapters lead a reader through
the latest tools, methods, and concepts currently used to capture
"voice of" customers, partners, and other stakeholders, new
strategies for the application of Lean, Six Sigma, as well as
product and service design across diverse industries, including
manufacturing to financial services. This book operates from three
premises: Organizations can increase competitiveness in an era of
globalization through the application of "voice-of" applications,
Design Thinking, the integration of the Information Technology
Ecosystem's new tools and methods integrated with proven Lean and
Six Sigma applications Operational performance correlates to an
organization's financial, operational, and resultant productivity,
as well as with shareholder economic value add (EVA) metrics and
can be measured and improved using the methods in this book
Value-adding activities and disciplines discussed are global and
applicable to every organization A PRACTICAL TOOL FOR REAL-WORLD
APPLICATION New topics are introduced in the second edition. These
include Design Thinking, the "voice-of" Information Technology
Ecosystems, Big Data applications, and Robotic Process Automation.
Key topics from the first edition remain. These include
Design-for-Six-Sigma (DFSS), Lean and Six Sigma methods,
productivity analysis, operational assessments, project management,
and other supporting topics. Each chapter contains tools and
methods that will help readers identify areas for operational
improvements. It contains ~300 figures, tables, and checklists to
help increase organizational productivity. Practical examples are
integrated through the book.
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