Table Of Content

Transforming Organizations One Process at a Time Continuous Improvement Series Series Editors: Elizabeth A. Cudney and Tina Kanti Agustiady PUBLISHED TITLES Affordability: Integrating Value, Customer, and Cost for Continuous Improvement Paul Walter Odomirok, Sr. Continuous Improvement, Probability, and Statistics: Using Creative Hands-On Techniques William Hooper Design for Six Sigma: A Practical Approach through Innovation Elizabeth A. Cudney and Tina Kanti Agustiady FORTHCOMING TITLES Transforming Organizations: One Process at a Time Kathryn A. LeRoy Statistical Process Control: A Pragmatic Approach Stephen Mundwiller Robust Quality: Powerful Integration of Data Science and Process Engineering Rajesh Jugulum Building a Sustainable Lean Culture: An Implementation Guide Tina Agustiady and Elizabeth A. Cudney Transforming Organizations One Process at a Time Kathryn A. LeRoy CRC Press Taylor & Francis Group 6000 Broken Sound Parkway NW, Suite 300 Boca Raton, FL 33487-2742 © 2018 by Taylor & Francis Group, LLC CRC Press is an imprint of Taylor & Francis Group, an Informa business No claim to original U.S. Government works Printed on acid-free paper International Standard Book Number-13: 978-1-138-19772-5 (Paperback) 978-1-138-29736-4 (Hardback) This book contains information obtained from authentic and highly regarded sources. Reason- able efforts have been made to publish reliable data and information, but the author and pub- lisher cannot assume responsibility for the validity of all materials or the consequences of their use. The authors and publishers have attempted to trace the copyright holders of all material reproduced in this publication and apologize to copyright holders if permission to publish in this form has not been obtained. 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Trademark Notice: Product or corporate names may be trademarks or registered trademarks, and are used only for identification and explanation without intent to infringe. Library of Congress Cataloging-in-Publication Data Names: LeRoy, Kathryn A., author. Title: Transforming organizations : one process at a time / Kathryn A. LeRoy. Description: Boca Raton, FL : CRC Press, 2017. | Series: Continuous improvement series Identifiers: LCCN 2017018674| ISBN 9781138197725 (pbk. : alk. paper) | ISBN 9781138297364 (hardback : alk. paper) | ISBN 9781315277165 (ebook) Subjects: LCSH: Total quality management. | Continuous improvement process. | Organizational change. Classification: LCC HD62.15 .L47 2017 | DDC 658.4/013--dc23 LC record available at https://lccn.loc.gov/2017018674 Visit the Taylor & Francis Web site at http://www.taylorandfrancis.com and the CRC Press Web site at http://www.crcpress.com To Gene, who believes in possibilities. His encouragement, support, and love help me be my best every day. Contents Preface ..............................................................................................................xiii Acknowledgments ...........................................................................................xv Insights for the Journey Interviewee List ..................................................xvii Author ...............................................................................................................xxi Chapter one Transform through a culture of excellence .......................1 Act to transform .................................................................................................1 Make a commitment to excellence...................................................................3 Adopt a culture of excellence model ...............................................................4 Notes ....................................................................................................................6 Section one: Set organizational direction for excellence Chapter two Understand the system .........................................................9 What’s in the room? ...........................................................................................9 What is a system? .............................................................................................10 What are the characteristics of a system? .....................................................10 Aim ................................................................................................................11 Organization ................................................................................................11 Interaction.....................................................................................................11 Interdependence ..........................................................................................11 Integration ....................................................................................................12 What are the key elements in a system? .......................................................13 Outputs and inputs .....................................................................................13 Processes .......................................................................................................13 Control ..........................................................................................................13 Feedback .......................................................................................................14 Environment ................................................................................................14 Boundaries ...................................................................................................14 Who manages the system? ..............................................................................14 How do leaders manage the system? ............................................................16 Appreciation for a system ..........................................................................17 vii viii Contents Theory of variation .....................................................................................17 Theory of knowledge ..................................................................................19 Theory of psychology .................................................................................20 What creates results in a complex system? ..................................................21 What is a systems thinking? ...........................................................................24 Getting started with systems thinking ....................................................25 Strategies and tools to build capacity for systems thinking .................26 What if?..............................................................................................................28 Notes ..................................................................................................................30 Chapter three Lead for excellence ............................................................33 What makes a leader? ......................................................................................34 What are key leadership processes? ..............................................................36 What is a SIPOC? .............................................................................................36 How do leaders set direction, communicate, and monitor organizational performance? .........................................................................40 Identify core values .....................................................................................40 Conduct meetings .......................................................................................41 Develop a succession plan..........................................................................44 What if?..............................................................................................................45 Notes ..................................................................................................................47 Chapter four Connect with customers and stakeholders ....................49 What are the key characteristics of service excellence? ..............................50 Leadership ....................................................................................................50 Mission/vision of service excellence ........................................................51 Listening and learning ...............................................................................52 Alignment: action, processes, results .......................................................54 What is voice of the customer? .......................................................................55 How do you connect with customers and stakeholders? ...........................56 Listen to customers and stakeholders ......................................................57 Identify customer requirements for products/services .........................58 Respond to customer complaints ..............................................................59 What if?..............................................................................................................61 Notes ..................................................................................................................62 Chapter five Create a pathway for excellence ........................................65 Why is planning important to organizational excellence and transformation? ................................................................................................65 What is strategy? ..............................................................................................67 Strategic thinking ........................................................................................69 Strategic planning .......................................................................................70 Strategic action .............................................................................................71 How do you create a pathway for excellence? .............................................72 Contents ix Develop strategy ..........................................................................................72 Write action plans........................................................................................74 Review the strategy .....................................................................................75 What if?..............................................................................................................78 Notes ..................................................................................................................79 Section two: Align the organization for excellence Chapter six Value people and their contributions ................................83 What is engagement? .......................................................................................84 Motivation ....................................................................................................85 Engagement ..................................................................................................85 What is a high-performing team? ..................................................................87 How do you create an environment that values people and their contributions? ..........................................................................................90 Hire staff .......................................................................................................90 Develop the workforce ...............................................................................91 Manage workforce performance ...............................................................93 What if?..............................................................................................................94 Notes ..................................................................................................................96 Chapter seven Identify key work processes ..........................................97 What is a process? ............................................................................................98 Why is becoming process-focused important? .........................................100 Why should we map processes? ..................................................................102 Process maps ..............................................................................................103 Process mapping steps .............................................................................103 Who manages processes? ..............................................................................108 Process management ................................................................................108 Process owners ..........................................................................................109 How do you identify, design, and manage key work processes? ...........109 Identify critical work processes ..............................................................109 Design work processes ..............................................................................110 Manage work processes ............................................................................111 What if?............................................................................................................112 Notes .................................................................................................................114 Chapter eight Design a measurement system......................................115 Why do we need a measurement system? ...................................................116 What are the key characteristics of a measurement system? ...................118 Measure .......................................................................................................118 Metric ...........................................................................................................118 Operational definition ...............................................................................119