In this book, interrelationships between more than 40 recent catastrophic events are explored, discussing failures of structures and machines, information technology, regulatory agencies, security designs, and more. The world is full of wonderful products and services that occasionally disappoint and even harm us. Unexpected Consequences: Why The Things We Trust Fail explores the reasons these failures occur, examining them from technological, human, and organizational perspectives. Using more than 40 recent catastrophic events to illustrate its points, the book discusses structural and machine failure, but also the often-overlooked failure of people and of systems related to such things as information technology, healthcare, and security. As the book demonstrates, faulty technology played a surprisingly small part in many of the scrutinized disasters. Author James William Martin finds cognitive factors and organizational dynamics, including ethics, are major contributors to most unexpected and catastrophic failures causing loss of life and extensive property damage. With that fresh perspective in mind, Martin is able to suggest remedies that address service failure and just may help prevent future disasters from taking place. Over 40 case studies Easy to grasp figures, tables, and templates to help the readers understand the concepts A glossary of relevant terms A bibliography

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)

This book will help you achieve goals based on your personal needs and values. It uses a simple and highly visual method called the 10-Step Goal Acceleration Process (GAP) to enable you to immediately apply its topics to relevant issues in your life. Key concepts build on those introduced in earlier chapters. Its other benefits include: Highly visual and easy to understand. Uses simple templates, so you can create a highly personalized improvement plan. Provides a logical road map for achieving goals. Goals can modified as your needs change. Encourages you to immediately begin applying key concepts in each chapter. Shows shortcuts for achieving goals to save time. Helps to more effectively resolve personal conflicts. Helps balance goals to avoid becoming stressed and frustrated. Provides a useful framework from which to organize your life's activities. Enables you to lead a more satisfying and successful life.In summary, as you read this book, you will have a much clearer idea of which personal goals are important for improving your life. The 10-Step GAP process will also help you make sense of the complexity that surrounds your life. Complexity tends to inhibit personal success by distracting people from identifying and achieving the things important to them. You also learn how to create realistic plans for achieving important goals. Don't be surprised if, at the end of the book, your final goals are different from the ones earlier ones. This approach for achieving personal goals will help you lead a more productive life. This is what successful people do differently

This book will help you achieve goals based on your personal needs and values. It uses a simple and highly visual method called the 10-Step Goal Acceleration Process (GAP) to enable you to immediately apply its topics to relevant issues in your life. Key concepts build on those introduced in earlier chapters. Its other benefits include: Highly visual and easy to understand. Uses simple templates, so you can create a highly personalized improvement plan. Provides a logical road map for achieving goals. Goals can modified as your needs change. Encourages you to immediately begin applying key concepts in each chapter. Shows shortcuts for achieving goals to save time. Helps to more effectively resolve personal conflicts. Helps balance goals to avoid becoming stressed and frustrated. Provides a useful framework from which to organize your life's activities. Enables you to lead a more satisfying and successful life.In summary, as you read this book, you will have a much clearer idea of which personal goals are important for improving your life. The 10-Step GAP process will also help you make sense of the complexity that surrounds your life. Complexity tends to inhibit personal success by distracting people from identifying and achieving the things important to them. You also learn how to create realistic plans for achieving important goals. Don't be surprised if, at the end of the book, your final goals are different from the ones earlier ones. This approach for achieving personal goals will help you lead a more productive life. This is what successful people do differently