Office Kaizen: Transforming Office Operations into a Strategic Competitive Advantage

Overview

Many business functions have been significantly improved through the use of a variety of quality techniques, but for the most part office and administrative functions have not kept pace. Most companies find it difficult to reduce costs in the office without noticeable sacrifices in performance. Some progressive companies are seeing improvements in their office environments through the use of Office Kaizen™, which emphasizes making continuous improvements over the long haul. Office Kaizen: Transforming Office ...
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Office Kaizen: Transforming Office Operations into a Strategic Competitive Advantage

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Overview

Many business functions have been significantly improved through the use of a variety of quality techniques, but for the most part office and administrative functions have not kept pace. Most companies find it difficult to reduce costs in the office without noticeable sacrifices in performance. Some progressive companies are seeing improvements in their office environments through the use of Office Kaizen™, which emphasizes making continuous improvements over the long haul. Office Kaizen: Transforming Office Operations Into a Strategic Competitive Advantage presents a unified, consistent approach that enables businesses to establish a strategic competitive advantage by significantly improving the efficiency, quality and productivity of their office and administrative processes.
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Editorial Reviews

Booknews
Office kaizen is a method for providing the structure, focus, discipline, and ownership required to generate continuous improvement, commitment, and enthusiasm to help an organization succeed. It can be applied to office procedures as well as the non-factory elements of production work. This book explains concepts of office kaizen such as surface wastes and leadership waste, organizational culture and individual behavior, the lean daily management system, and mentoring and training. It shows how to integrate office kaizen with other tools and approaches, and discusses the realities of implementation. Lareau is co-owner of a management consulting firm. Annotation c. Book News, Inc., Portland, OR (booknews.com)
G. Thomas Marsh, President and General Manager, Astronautics Operations
Finally a book that recognizes the need to get off the factory floor and improve the operations of the rest of the organization. Office Kaizen provides the foundation for continuous improvement for the entire organization.
Neil Novich, Chairman and CEO, Ryerson Tull, Inc.
Office Kaizen is the most complete and practical guide to continuous improvement in a service environment I have seen.
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Product Details

  • ISBN-13: 9780873895569
  • Publisher: ASQ Quality Press
  • Publication date: 7/28/2002
  • Pages: 174
  • Sales rank: 1,380,594

Meet the Author

William Lareau is an independent consultant specializing in Office Kaizen, lean manufacturing, Six Sigma, and leadership team building. His previous experience includes co-founder of The Phoenixx Worldwide Consulting Group, Inc., Chief Implementation Officer of Implementation Services, LLC, and Vice President of New Product Development and Delivery at IMR. He was also a Director of Operations Strategy at ITT, Group Director of Lean Operations for General Dynamics, and Internal Process Improvement and SPC Consultant for Ford. He received his Ph.D. and M.A. in Applied Psychology from The Catholic University of America, his M.A. in Clinical Psychology from Loyola College, Baltimore, and his B.A. from the University of Oregon.
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Table of Contents

Acknowledgments ix
Chapter 1 Introduction 1
Chapter 2 What Is Office Kaizen and What Does It Do? A "Ten Thousand Foot" View 9
Office Kaizen Is Not a New Concept 11
Management's "Blind Spot" 12
Process Levels and Management Strategies: The Logic behind Office Kaizen 13
The Parameters of Leadership and the Office Kaizen Cube 16
Office Kaizen and SLIM-IT 17
Chapter 3 Surface Wastes ... The Silent Killers 19
People Wastes 22
Process Wastes 25
Information Waste 32
Asset Waste 35
Dealing with Surface Waste 37
Chapter 4 Leadership Waste and the Executive Challenge 39
Focus 40
Focus Waste 42
Structure 43
Structure Waste 44
Discipline 45
Discipline Waste 46
Ownership 47
Ownership Waste 48
Chapter 5 Getting Human Nature on Your Side 51
Organizational Culture and Individual Behavior 52
Control Theory: The Five Needs That Drive All Human Behavior 54
Involvement and Commitment 55
Small Group Formation 56
Conformity 56
Social Loafing 57
Authority and Status 57
Polarization 58
Cognitive Dissonance 58
What Do These Tendencies Create? 59
Chapter 6 The Concept of SLIM-IT and the Structure of Change 63
The Concept of SLIM-IT 64
Structured Change Management 66
The Executive Steering Committee 66
Change Teams 68
Champions 71
Charters 72
Chapter 7 The Lean Daily Management System 73
Intact Work Groups: The Focus of the LDMS 75
Elements of the LDMS 76
Chapter 8 Mentoring And Training 85
Why Is Mentoring Essential? 86
How Many Mentors? 87
What Must Be Mentored? 92
The Place of Training in Office Kaizen 95
Implementation Alternatives 96
Chapter 9 The KCG 20 Keys Approach 101
Final Comment 112
Chapter 10 How to Integrate Office Kaizen with "Big Name" Tools and Approaches 115
Balanced Scorecard 117
Value Stream Mapping 118
Reengineering/Continuous Improvement 119
Six Sigma 120
Lean Manufacturing 121
Project Management 122
ISO 9000/QS-9000 123
DOE/Shainin 124
Integrated Product Development (IPD) 125
Enterprise Software 126
Final Comments 127
Chapter 11 The Lens for Focus: Metrics 129
The Place of Metrics in SLIM-IT 131
What Makes A Good Metric? 132
Leadership and Management Metrics 135
Costs Are Not Good Metrics 138
Internal and External Customers 139
Final Comments 141
Chapter 12 The Realities of Implementation 143
Each Site Stands Alone 143
The Role of Leadership at Various Levels 144
Mistakes to Avoid 146
Bringing It All Together 148
Epilogue: Two Years Later 149
Appendix A KCG 20 Keys of Office Kaizen 155
Glossary of Important Terms 165
Index 171
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