Operational Excellence : Breakthrough Strategies for Improving Customer Experience and Productivity book cover
2nd Edition

Operational Excellence
Breakthrough Strategies for Improving Customer Experience and Productivity

ISBN 9780367491734
Published January 28, 2021 by Productivity Press
522 Pages 250 B/W Illustrations

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Book Description

Operational Excellence, Second Edition – Breakthrough Strategies for Improving Customer Experience and Productivity brings together leading-edge tools, methods, and concepts to provide process improvement experts a reference to improve their organization’s quality, productivity, and customer service operations. Its major topics include alignment of strategy to the design of supporting systems to meet customer expectations, manage capacity, and improve performance. It provides a concise and practical reference for operational excellence. Its fourteen chapters lead a reader through the latest tools, methods, and concepts currently used to capture "voice of" customers, partners, and other stakeholders, new strategies for the application of Lean, Six Sigma, as well as product and service design across diverse industries, including manufacturing to financial services. This book operates from three premises:

  • Organizations can increase competitiveness in an era of globalization through the application of "voice-of" applications, Design Thinking, the integration of the Information Technology Ecosystem’s new tools and methods integrated with proven Lean and Six Sigma applications
  • Operational performance correlates to an organization’s financial, operational, and resultant productivity, as well as with shareholder economic value add (EVA) metrics and can be measured and improved using the methods in this book
  • Value-adding activities and disciplines discussed are global and applicable to every organization


New topics are introduced in the second edition. These include Design Thinking, the "voice-of" Information Technology Ecosystems, Big Data applications, and Robotic Process Automation. Key topics from the first edition remain. These include Design-for-Six-Sigma (DFSS), Lean and Six Sigma methods, productivity analysis, operational assessments, project management, and other supporting topics. Each chapter contains tools and methods that will help readers identify areas for operational improvements. It contains ~300 figures, tables, and checklists to help increase organizational productivity. Practical examples are integrated through the book.

Table of Contents


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




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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.