High Performance Operations: Leverage Compliance to Lower Costs, Increase Profits, and Gain Competitive Advantage

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“Hillel Glazer has deftly synthesized all that he’s learned from flying, building places, engineering complex systems, and years of consulting to help organizations to be lean and focused on performance. I believe Hillel is a clear-eyed radical who loves what he wants to reform. You can sense his exasperation at all that is wasteful and wrong in organizations, even as he patiently helps us to find a profitable way through it.”

—Eileen C. ...

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High Performance Operations: Leverage Compliance to Lower Costs, Increase Profits, and Gain Competitive Advantage

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Overview

“Hillel Glazer has deftly synthesized all that he’s learned from flying, building places, engineering complex systems, and years of consulting to help organizations to be lean and focused on performance. I believe Hillel is a clear-eyed radical who loves what he wants to reform. You can sense his exasperation at all that is wasteful and wrong in organizations, even as he patiently helps us to find a profitable way through it.”

—Eileen C. Forrester, author of CMMI for Services, Carnegie Mellon University

“Hillel Glazer sets about busting the myth that regulated industries and high performance operations are mutually exclusive. As a tax payer, I personally hope this book is widely read and its ideas rapidly adopted!”

—David J. Anderson, author of Kanban: Successful Evolutionary Change for your Technology Business

“This is one book I’ve definitely been waiting for! Hillel Glazer shares the results of his reflections on dozens of improvement journeys, identifying what separates the operationally excellent organization from the wannabes. This book can help make your CMMI or ISO-based improvement program result in superior performance and ‘compliance for free!’”

—Michael D. Konrad, PhD, Chief Architect, Capability Maturity Model Integration, Carnegie Mellon University

“Hillel Glazer’s easy-to-read book emphasizes systems thinking in improving performance—critical key to success in our increasingly complex and challenging business environment.”

—Paul D. Nielsen, Director and CEO, Software Engineering Institute, Carnegie Mellon University

“By applying key systems engineering principles to process development, High Performance Operations takes a pragmatic systems approach to doing business in today’s compliance-heavy environment. Hillel Glazer provides a refreshingly different take on the path to business excellence.”

—Richard Turner, Distinguished Service Professor, Stevens Institute of Technology, and coauthor of Balancing Agility and Discipline and CMMI Survival Guide

Most regulated businesses struggle to pursue both compliance and operational excellence. But these goals aren’t—or shouldn’t be—separate. This book shows how to harmonize them in a high performance operation, where compliance becomes a by-product of excellence, not a costly tradeoff against it.

Hillel Glazer helps you gain a far deeper understanding of the complicated and complex adaptive system you’re currently running—and then reassemble its components and services for optimal performance. Drawing on powerful insights from systems engineering, he shows how to strengthen what’s working, stop doing what doesn’t work, and create a systemic, lean, optimized management solution for your entire operation.

Glazer’s Process Solutioneering® methodology has delivered exceptional value to enterprises in industries ranging from manufacturing to healthcare, finance to transportation, aerospace to e-commerce, and IT to public safety services. If you want the same results, High Performance Operations shows you how to get them.

• Custom-tailor unified systems that achieve compliance and excellence.

Create elegant, robust, long-term solutions to address both competing interests

• Refocus on purposes and outcomes, not just practices

Get beyond “creating artifacts” to deeper, more lasting success

• Successfully synthesize your operation’s three primary components

Master and optimize business cycles, work effort cycles, and process cycles

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Product Details

  • ISBN-13: 9780132779883
  • Publisher: FT Press
  • Publication date: 10/13/2011
  • Series: FT Press Operations Management Series
  • Edition description: New Edition
  • Edition number: 1
  • Pages: 272
  • Product dimensions: 6.30 (w) x 9.25 (h) x 0.94 (d)

Meet the Author

Hillel Glazer is Founder, Principal, and CEO of Entinex, a consulting firm that focuses on helping companies achieve world-class levels of operational excellence. Also an SEI Visiting Scientist at Carnegie Mellon University, he is one of the few CMMI High Maturity Lead Appraisers and CMMI Instructors working with agile teams to successfully harmonize lean-thinking and systems-thinking within highly-regulated companies. His contributions have appeared in many publications, including the recent Addison-Wesley books, CMMI for Services, Second Edition; CMMI for Development, Third Edition; and Integrating CMMI and Agile Development.

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Table of Contents

Acknowledgments xv

About the Author xx

Chapter 1 Flying a Business 1

Chapter 2 The Approach: An Overview 9

Chapter 3 The Bureaucracy of Compliance 21

Chapter 4 High Performance of Excellence 33

Chapter 5 Regulation and Compliance 45

Chapter 6 The Man Versus The Money 57

Chapter 7 Focusing on the Wrong Target 69

Chapter 8 Secret Sauce 81

Chapter 9 Value, Customer Satisfaction, Profit 95

Chapter 10 The Solution: Defining and Sustaining Value 109

Chapter 11 Operational Excellence 123

Chapter 12 Services 135

Chapter 13 The Price 147

Chapter 14 Systems Thinking and Process Engineering 161

Chapter 15 Operational Excellence, Take 2 177

Chapter 16 Sanity Checks and Fringe Concepts 191

Chapter 17 Finishing Touches 203

Chapter 18 Back to the Future: A Retrospective 217

Index 237

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