Table of Contents
Foreword xi
Acknowledgments xiii
Prologue xv
Introduction xvii
A Story from the Past xvii
Applying the Book's Concepts xxii
The Lens of Operational Excellence xxv
Part I Things That Are and That Could Be
Chapter 1 Start with the Beginning but Focus on the End 3
A Very Brief History of Excellence 3
Quality Management Principles 5
Continuous Improvement 7
What Operational Excellence Looks Like 11
Values and Beliefs 12
Culture 12
Leadership and Strategy 12
Systems and Structures 13
Marketspace 13
People 13
Processes 13
Products 14
Customer Experience 14
Communicating Our Intent 15
Leading the Movement to Excellence 16
Part II Things We Don't See
Chapter 2 Validating Our Values and Beliefs 21
What We Believe and Value 21
Documenting What We Believe 26
Measuring What We Value 27
Chapter 3 Honing Our Culture 31
The Way Things Get Done Around Here 31
Learning 34
Friction 38
Victimhood 42
Deviance 44
Toxicity 47
Chapter 4 Clarifying Our Leadership 51
Leadership versus Management 51
Leadership Style 54
Management Skills 58
Decision-Making 61
Chapter 5 Aligning Our Strategy 67
Alignment 67
Goals and Objectives 69
Organizational Strategy 72
Strategic Goal Deployment 75
Chapter 6 Integrating Our Systems and Structures 81
Systems Thinking 81
Managing Complexity 84
Risk and Opportunity Thinking 87
Our Changing Organizational Construct 91
Fragile versus Robust 93
Chapter 7 Understanding Our Marketspace 97
Market Life Cycles and Leadership 97
Black Swans, Blue Oceans, and Red Herrings 100
Quality 4.0 104
Part III Things We Do See
Chapter 8 Engaging Our People 109
The Business of People 109
Engagement 111
Empowerment 115
Accountability 117
Teamwork and Individualism 121
Chapter 9 Improving Our Processes 125
Our Written Rules for How Work Gets Done 125
Why Good People Do Bad Things 129
Problem-Solving 131
Chapter 10 Realizing Our Products 137
Why Dominates What 137
Design Thinking 138
Innovation 141
Quality Assured 143
Part IV Things the Customer Sees
Chapter 11 Optimizing the Customer Experience 151
The Purpose of Business 151
Customer Assurance 153
Internal versus External Focus 155
An Example of Excellence 157
Part V Why These Things Matter
Chapter 12 Application 163
Cost, Price, and Value 164
Analytics 168
Measuring Performance 172
Management Systems 174
Conclusion 179
Epilogue 181
Notes 185
Author 191
