Operational Excellence Breakthrough Strategies for Improving Customer Experience and Productivity

Introduction

Chapter 1: Operational Excellence

1. Overview
2. Competive operations
3. Enhancing operational capability
4. Linking strategy to execution
5. Metrics
6. Benchmarking
7. Summary

Chapter 2: Organizational Change

1. Overview
2. What is organizational change?
3. Managing change
4. Building teams
5. Deploying Lean
6. Deploying Six Sigma
7. Deploying Design Excellence
8. Deploying Information Technology (IT) Excellence
9. Deploying Customer Excellence
10. Summary

Chapter 3: Customer Experience

1. Overview
2. Surveys
3. Marketing translation
4. Kano needs and value
5. Quality Function Deployment
6. Customer Experience Mapping
7. Summary

Chapter 4: Design Excellence

1. Overview
2. Design objectives
3. Concurrent Engineering
4. Design for Manufacturing
5. Concept phase
6. Prototype phase
7. Pilot
8. Launch
9. Risk Assessment
10. Design for Six-Sigma
11. Design standards for
12. Mass customization
13. What is Design Thinking?
14. Summary

Chapter 5: Process Excellence

1. Overview
2. Modeling processes
3. Scheduling algorithms
4. Working environment
5. Summary

Chapter 6: Lean

1. Overview
2. Mapping value
3. Balancing flow
4. Operational efficiency
5. Scheduling
6. Other Lean tools
7. Summary

Chapter 7: Productivity Measurement

1. Overview
2. Calculating productivity
3. Identifying projects
4. Summary

Chapter 8 Information Technology Ecosystems

1. Overview
2. Robotic Process Automation
3. Agile Project Management
4. Metrics
5. Summary

Chapter 9: Six Sigma

1. Overview
2. Deploying Six Sigma
3. Define Phase
4. Measure Phase
5. Analyze Phase
6. Advanced methods
7. Improve Phase
8. 2k Experimental Designs
9. Fractional Factorial Designs
10. Response Surface Designs
11. Control Phase
12. Summary

Chapter 10 Big Data

1. Overview
2. Big Data
3. Metadata
4. Information Quality Governance
5. Data Quality Improvement
6. Data Security
7. Summary

Chapter 11: Operational Assessments

1. Overview
2. Preparing for an assessment
3. Conducting the assessment
4. Closing the assessment
5. Summary

Chapter 12 Virtual Teams

1. Overview
2. Virtual teams
3. Project management
4. Summary

Chapter 13: Supply Chain Integration

1. Overview
2. Capacity
3. Forecasting
4. Inventory
5. Inventory models
6. Cycle counting
7. Excess and obsolete inventory
8. Sales and Operations Planning
9. Global supply chain issues
10. Outsourcing and insourcing
11. Summary

Chapter 14: Sustaining Strategies

1. Overview
2. Global standards
3. Metric dashboards
4. Summary

Conclusion

Glossary

Index

Biography

James William Martin is a Lean Six Sigma consultant and Master Black Belt. For twenty years, Martin has trained and mentored several thousand executives, champions, Black Belts, and Green Belts in process improvement methods including manufacturing, service, and supply chain applications. He has led successful Lean Six Sigma assessments in Japan, China, Korea, Singapore, Malaysia, Thailand, Australia, North America, and Europe. This work included organizations in hardware, software, computer security, retail sales, banking, insurance, financial services, measurement systems, automotive, electronics, aerospace component manufacturing, electronic manufacturing, controls, building products, industrial equipment, and consumer products. He served as an instructor at the Providence College Graduate School of Business for twenty years. He also holds several patents and has written numerous articles on quality and process improvement.