Continuous Permanent Improvement

Arun Hariharan

Description

Forewords by Mikel J. Harry, Ph.D. and Dr. K.K. Nohria
Continuous permanent improvement (CPI) is not a new ism. The purpose of this book is not to expound any new theory or tools, but to share experiences in implementing existing methods with a bias toward business results. In fact, one of the important lessons we have learned is that most existing models or methods, if adhered to in the right spirit, will give results.
This book is a distillation of experiences and lessons learned from successes and mistakes in nearly three decades of experience, mostly working with business processes, systematic thinking, customer focus, quality, and performance measurements—in a variety of companies and industries as diverse as financial services, telecom, manufacturing, conglomerate, and management consulting. Not being about any specific companies or industries, the contents of this book can be applied in any industry—service or manufacturing or government or education or nonprofit.
The target audience of this book is business, functional, and quality leaders. Business schools and students may also use it as a text or reference book for courses on business excellence or quality. It is intended to share the experience and results of organizations that have derived substantial and sustained business results by focusing on continuous permanent improvement. Its aim is to strengthen the belief of the reader in the strategic importance of CPI, because the stronger your belief, the bigger and more sustained will be your results. The book also covers challenges related to mind-sets and other change management aspects that leaders typically will need to grapple with. Some of the very effective improvement methods and tools are explained in simple language with real examples, with senior business leaders in mind.

Sujets

• Business
• Qualité, hygiène, sécurité, environnement
• Quality Control
• Gestion et management
• Quality control (disambiguation)
• Reliability
• Statistics
• Measurement
• Economics
• Management

Informations

• Publié par: ASQ Quality Press
• Date de parution: 22 mai 2014
• Nombre de lectures: 0
• EAN13: 9781636940984
• Langue: English

Extrait

Continuous Permanent Improvement
Arun Hariharan
Forewords by Mikel J. Harry, PhD and Dr. Kewal K. Nohria
ASQ Quality Press Milwaukee, Wisconsin
Also available from ASQ Quality Press:
Process Improvement Simplified: A How-to Book for Success in Any Organization
James B. King, Francis G. King, and Michael W. R. Davis
Business Process Improvement Toolbox, Second Edition
Bjørn Andersen
The Quality Toolbox, Second Edition
Nancy R. Tague
Mapping Work Processes, Second Edition
Bjørn Andersen, Tom Natland Fagerhaug, Bjørnar Henriksen, and Lars E. Onsøyen
The ASQ Quality Improvement Pocket Guide: Basic History, Concepts, Tools, and Relationships
Grace L. Duffy, editor
Performance Metrics: The Levers for Process Management
Duke Okes
The Executive Guide to Innovation: Turning Good Ideas into Great Results
Jane Keathley, Peter Merrill, Tracy Owens, Ian Meggarrey, and Kevin Posey
Outcomes, Performance, Structure (OPS): Three Keys to Organizational Excellence
Michael E. Gallery and Stephen C. Carey
The ASQ Pocket Guide for the Certified Six Sigma Black Belt
T. M. Kubiak
The ASQ Pocket Guide to Root Cause Analysis
Bjørn Andersen and Tom Natland Fagerhaug
The Quality Improvement Handbook, Second Edition
ASQ Quality Management Division and John E. Bauer, Grace L. Duffy, Russell T. Westcott, editors
Process Improvement Using Six Sigma: A DMAIC Guide
Rama Shankar
The Certified Manager of Quality/Organizational Excellence Handbook, Fourth Edition
Russell T. Westcott, editor
To request a complimentary catalog of ASQ Quality Press publications, call 800-248-1946, or visit our website at www.asq.org/quality-press .
American Society for Quality, Quality Press, Milwaukee 53203
© 2014 by ASQ
All rights reserved . Published 2014
Library of Congress Cataloging-in-Publication Data
Hariharan , Arun .
Continuous permanent improvement / Arun Hariharan ; forewords by Mikel J . Harry , Ph . D . and Dr . Kewal K . Nohria . pages cm
Includes bibliographical references and index .
ISBN 978 - 0 - 87389 - 886 - 7 ( hardcover : alk . paper ) 1 . Total quality management . 2 . Organizational effectiveness . 3 . Quality assurance . 4 . Success in business . I . Title .
HD62 . 15 . H365 2014
658 . 4 ' 013 — dc23 2014010125
ISBN 978 - 0 - 87389 - 886 - 7
No part of this book may be reproduced in any form or by any means , electronic , mechanical , photocopying , recording , or otherwise , without the prior written permission of the publisher .
Acquisitions Editor : Matt T . Meinholz
Managing Editor : Paul Daniel O ’ Mara
Production Administrator : Randall Benson
ASQ Mission : The American Society for Quality advances individual , organizational , and community excellence worldwide through learning , quality improvement , and knowledge exchange .
Attention Bookstores , Wholesalers , Schools , and Corporations : ASQ Quality Press books , video , audio , and software are available at quantity discounts with bulk purchases for business , educational , or instructional use . For information , please contact ASQ Quality Press at 800 - 248 - 1946 , or write to ASQ Quality Press , P . O . Box 3005 , Milwaukee , WI 53201 - 3005 .
To place orders or to request ASQ membership information , call 800 - 248 - 1946 . Visit our website at http :// www . asq . org / quality - press .
To my parents Lakshmi and N. A. Hariharan, my wife Bhuvana, our children Lakshmi and Srihari, and to all the quality masters.
List of Figures and Tables
Figure 1 How one company evolved its business excellence road map from its business strategy.
Figure 2 Example of business excellence road map evolved from business strategy.
Figure 3 Example of excellence road map in a matrix format that defines long-term business objectives ( what s) and strategies to achieve these objectives ( how s).
Figure 4 SIPOC versus COPIS.
Figure 5 Strategic COPIS model.
Figure 6 Strategic COPIS—detailed template with illustrations.
Figure 7 Step-by-step guide on how to use the strategic COPIS template.
Figure 8 Sample (partial) master list of business processes identified through strategic COPIS.
Figure 9 Sample process map (first sheet—process overview).
Figure 10 Sample process map (second sheet—process flowchart).
Figure 11 Sample process map (third sheet—process details).
Figure 12 Sample process map (fourth sheet—performance measures).
Figure 13 “Layers” of performance measures.
Figure 14 Sample 360-degree quality dashboard.
Figure 15 Value stream mapping story.
Figure 16 CEO’s quality project review guidelines.
Figure 17 CEO’s quality project review template.
Figure 18 Sample project charter (blank template).
Figure 19 Example of root cause analysis through why–why or five whys technique.
Figure 20 The cycle of root cause analysis.
Figure 21 Matrix for identifying and prioritizing problems before they occur.
Figure 22 Sample summary report of ideas generated and implemented.
Figure 23 Sample detailed list of implemented ideas.
Figure 24 The 360-degree knowledge management model.
Figure 25 Sample business excellence model.
Figure 26 The cycle of continuous permanent improvement.
Figure 27 Strategic quality program implementation model.
Table 1 Data sources and recommended frequency for each layer of performance measurement.
Table 2 5S definitions.
Table 3 DOWNTIMER: the nine types of muda or waste.
Table 4 The DMAIC problem-solving approach of Six Sigma.
Foreword by Mikel J. Harry, PHD
Mikel J. Harry, PhD, the co-creator of Six Sigma, consultant to the world’s top CEOs, and national best-selling author, is founder and CEO, Six Sigma Management Institute, Inc. He is also founder and CEO, The Great Discovery, LLC.
I t has been my distinct privilege to follow Arun Hariharan’s career over the past decade. On several deeply meaningful occasions, we had the opportunity to interact and share our experiences and insights on the subject of business excellence. With each such encounter, it became more evident that his foundation of knowledge on the subject was growing exponentially in terms of both breadth and depth, not to mention taking on a sense of refinement and polish. At this point, I would have to say that Arun is a true master of business optimization. From this perspective, managers and executives alike should heed his wisdom and rely on his counsel.
Given these accolades, it is my professional opinion that his work is a “must read” for any leader who seeks to achieve their next level of business success. The author’s direct and comprehensive hands-on experience and tactical command of business excellence are most evident as he covers all aspects of the quality domain—­from strategy to implementation to results to the “people” aspects—­in a logical flow. The author skillfully navigates the intersection of subject matter expertise and the “power of the pen.” The book is smooth and highly readable. It takes hard work and a deep understanding of any subject to make it easy for others. This book reflects a level of insight and wisdom that only comes after the personal experience of many years of leading business excellence efforts. Full of relevant experiences, examples, and anecdotes, the book is like a knowledge warehouse that is packed full of what it takes to achieve success. The bottom line is simple. If you want to increase the velocity and quality of your business, I would strongly recommend reading this book.
Mikel J. Harry, PhD
Foreword by Dr. Kewal K. Nohria
Dr. Kewal K. Nohria is the former chairman and managing director of Crompton Greaves Ltd., the former chairman of the Quality Promotion Board of India, and has held the office of president of industry associations like the Associated Chambers of Commerce and Industry of India (ASSOCHAM) and the Confederation of Indian Industry (CII).
A run Hariharan’s book Continuous Permanent Improvement is a welcome addition to the literature of management.
Most books so far have dealt with certain specific aspects of the journey to achieve excellence. This book synthesizes all the elements required to achieve business excellence, and could well be considered a reference book on the subject.
The author has not only dealt in depth with the theory of the subject, but has provided a practical road map to be followed while implementing a strategy to achieve business excellence. He has done this based on his actual hands-on experience in implementing excellence in a number of large companies.
I have personally witnessed the wonderful work done and the excellent results achieved by Arun at several companies during the last decade or so. I was very impressed by the depth, variety, and strategic linkage of quality initiatives in companies where Arun led the business excellence effort.
Arun rightly points out that excellence is a journey that never ends, but brings benefits at every step. It is not a one-time effort, but has to become a part of daily management. Therefore, top management commitment and visible involvement is a must. Arun further points out that any company can undertake this journey as long as there is a desire and determination to improve.
I think this book is a “must read” for business leaders, managers, teachers, and students who wish to learn about the theory, principles, and practice of business excellence.
Dr. Kewal K. Nohria
Preface
O n a recent visit to Japan, I had an opportunity to visit Toyota’s headquarters. During a meeting with some of their top executives, I asked one of them what role the senior leadership played in Toyota’s much admired quality philosophy. The reply I received was—­like many things about Toyota and Japan—­disarmingly simple, yet profound! He merely said, “We follow a philosophy of improve every day .”
That’s it—­ improve every day ! He had captured in three words the essence of what it takes to achieve, and sustain, excellence in business—­or, for th