A Guide to Lean Six Sigma Management Skills

167 Pages·2009·4.86 MB·English

A Guide to
Lean Six Sigma
Management Skills
A Guide to
Lean Six Sigma
Management Skills
Howard S. Gitlow
Auerbach Publications
Taylor & Francis Group
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© 2009 by Taylor & Francis Group, LLC
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Library of Congress Cataloging‑in‑Publication Data
Gitlow, Howard S.
A guide to lean six sigma management skills / Howard S. Gitlow.
p. cm.
Includes bibliographical references and index.
ISBN 978‑1‑4200‑8416‑0 (alk. paper)
1. Six sigma (Quality control standard) 2. Total quality management. 3.
Organizational effectiveness. 4. Job satisfaction. I. Title.
HD62.15.G536 2008
658.4’013‑‑dc22 2008046614
Visit the Taylor & Francis Web site at
http://www.taylorandfrancis.com
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Dedication
Tis book is dedicated to all the worker bees who want to enjoy
their work and cut their uncompensated overtime, but have no idea
of how to go about it. I hope they fnd out how in this book.
Contents
Preface ............................................................................................................xi
Acknowledgments ....................................................................................... xiii
About the Author ..........................................................................................xv
1 Te Meaning and Purpose of Work ........................................................1
1.1 Traditional View of Work ..................................................................1
1.1.1 Doing Your Job ....................................................................1
1.1.2 Reacting to Daily Crisis ........................................................2
1.2 Lean Six Sigma View of Work ...........................................................2
1.2.1 A New Perspective on Life and Work ...................................3
1.2.1.1 Principle 1: Life and Business Are Processes .........3
1.2.1.2 Principle 2: All Processes Exhibit Variation ..........4
1.2.1.3 Principle 3: Two Causes of Variation Exist
in Many Processes ................................................5
1.2.1.4 Principle 4: Life and Business in Stable and
Unstable Processes Are Diferent ..........................9
1.2.1.5 Principle 5: Continuous Improvement Is
Economical, Absent Capital Investment .............11
1.2.1.6 Principle 6: Many Processes Exhibit Waste .........12
1.2.1.7 Principle 7: Efective Communication
Requires Operational Defnitions .......................13
1.2.1.8 Principle 8: Expansion of Knowledge
Requires Teory..................................................14
1.2.1.9 Principle 9: Planning Requires Stability ..............15
1.2.1.10 Conclusion .........................................................16
1.2.2 Doing Your Job and Improving Your Job............................16
1.2.2.1 Principle 1 ..........................................................16
1.2.2.2 Principle 2 ..........................................................20
1.2.2.3 Principle 3 ..........................................................20
1.2.2.4 Principle 4 ..........................................................25
1.2.2.5 Principle 5 ..........................................................26
1.2.2.6 Principle 6 ..........................................................27
vii
viii ◾ Contents
1.2.2.7 Principle 7 ..........................................................53
1.2.2.8 Principle 8 ..........................................................54
1.2.2.9 Principle 9 .......................................................... 70
1.2.3 More on Common and Special Causes
(Improve the Process to Eliminate Daily Crises) .................70
1.2.3.1 Te Funnel Experiment ......................................72
1.2.3.2 Te Red Bead Experiment ..................................82
1.2.3.3 Feedback Loops ..................................................85
1.2.4 Four Questions You May Ask about Lean Six Sigma
Management .......................................................................86
2 Motivation and Compensation .............................................................89
2.1 Traditional View: Extrinsic Motivators ............................................89
2.2 Lean Six Sigma View: Intrinsic and Extrinsic Motivators ................91
2.2.1 Background ........................................................................91
2.2.2 Lean Six Sigma and Performance Appraisal ........................91
2.2.3 Te Revised Performance Appraisal System ........................99
2.2.4 Conclusion .......................................................................101
3 Working Conditions ...........................................................................103
3.1 Introduction ..................................................................................103
3.2 Poor Training ................................................................................104
3.3 Slogans, Exhortations, and Targets Tat Demand Higher
Levels of Productivity ....................................................................106
3.4 Work Standards (Quotas and Piecework) on the Factory Floor .....107
3.5 Fear ...............................................................................................108
3.6 Barriers Tat Rob the Hourly Worker of His Right to Pride
of Workmanship ............................................................................109
3.7 Lack of Education and Self-Improvement Eforts .......................... 110
4 Behavior and Relationships ................................................................113
4.1 Types of Individual Behavior .........................................................113
4.1.1 Purpose of Assertive Behavior ........................................... 114
4.1.2 Steps toward Assertive Behavior........................................ 114
4.1.2.1 Step 1 ............................................................... 114
4.1.2.2 Step 2 ............................................................... 119
4.1.2.3 Step 3 ...............................................................120
4.1.2.4 Step 4 ...............................................................123
4.1.3 Personal Discipline ...........................................................123
4.1.3.1 Debunking Myth 1 ..........................................124
4.1.3.2 Debunking Myth 2 ..........................................124
4.1.3.3 Debunking Myth 3 ..........................................124
4.1.3.4 Debunking Myth 4 ..........................................125
4.1.3.5 Debunking Myth 5 ..........................................125
Contents ◾ ix
4.2 Selected Types of Relationships ..................................................... 126
4.2.1 Boss–Subordinate Relationships .......................................126
4.2.2 Co-Worker Relationships ..................................................129
4.3 Selected Techniques for Improving Relationships ..........................130
4.3.1 Other People’s Views (OPV) .............................................130
4.3.2 Consequences & Sequel (C&S). .......................................131
4.3.3 Alternatives, Possibilities, and Choices (APC) ..................131
4.4 Improving Team Behavior .............................................................133
4.4.1 Stages of Team Behavior ...................................................133
4.4.2 Escalating “I” Messages for Improving Team Behavior .....134
4.4.3 Confict Resolution Skills for Improving Team
Behavior ...........................................................................135
4.4.3.1 Step 1: View the Participants in the Confict
as Equals Trying to Solve a Problem to Teir
Mutual Advantage ............................................136
4.4.3.2 Step 2: Identify the Viewpoints of All
Participants of the Confict ...............................136
4.4.3.3 Step 3: Develop Alternative Solutions for
the Confict Tat Result in “Win–Win”
Situations, or at Least “No Lose” Situations .....137
4.4.3.4 Step 4: All Participants in the Confict
Review the “Win–Win” Solutions or
Negotiate the Diferences in Teir Solutions
to Create “No Lose” Solutions to the Confict ..139
4.4.3.5 Step 5: Avoid the Common Pitfalls of “No
Lose” Solutions .................................................139
4.4.3.6 Step 6: Try Out the “Win–Win” Solution or
the Best “No Lose” Solution for a Limited
Time Period ......................................................140
5 Conclusion ..........................................................................................141
Bibliography ................................................................................................143
Index ...........................................................................................................145