Improve: The Next Generation of Continuous Improvement for Knowledge Work

iMprove: the Next Generation of Continuous Improvement guides small- and medium-sized operations to implement lean conversion practices without the need for an expensive consultant, lean master or ‘sensei.’ By starting the Deming cycle with three prerequisite steps-guide, focus and solve-Ellis expands the traditional PDCA approach to GFSPDCA, to more easily identify and select the operational areas that need improvement.

Using real-world examples from manufacturing, health care, product development and customer service, Ellis covers methods used to implement lean operations, including: PDCA/Deming/Shewhart; Lean Six Sigma; Flow improvement; Metrics A3 Process; Fishbone/Affinity/Matrix Diagrams; Agile/Lean project management. This book is a valuable resource for engineering managers, project managers, process improvement professionals and owners/managers of small- to medium-sized operations looking to implement lean conversion.

Teaches lean conversion for small- and medium-sized businesses and departments in businesses of any size that want to start lean conversionPresents a ‘how to’ format with extensive use of real-world examplesAdds clarity to the Deming/PDCA cycle by starting the process with three new steps—guide, focus and solve—that help improve the implementation processDevelops a new visual, the M-Cycle, with a vertical scale for roles (sponsor, owner, team) and horizontal scale for time, to help understand this new approach

Foreword xiii

Endorsements xv

Preface xvii

Acknowledgments xxi

1. 30% of what you think is wrong 1

2. A brilliant insight 17

3. Creating value from knowledge work 41

4. The lean equation 51

5. DIMINISH: Recognizing the 8 Wastes of Knowledge Work 65

6. Simplify, engage, and experiment 77

7. Reduce Waste #1: Discord 109

8. Reduce Waste #2: Information Friction 141

9. Reduce Waste #3: More-is-Better Thinking 165

10. Reduce Waste #4: Inertia to Change 207

11. Reduce Waste #5: No-Win Contests 219

12. Reduce Waste #6: Inferior Problem Solving 229

13. Reduce Waste #7: Solution Blindness 253

14. Reduce Waste #8: Hidden Errors 269

15. Standardize workflow 287

16. Workflow improvement cycle 311

17. Workflow—Checklists and expert rule sets 321

18. Workflow—Problem Solve-Select 333

19. Workflow—Visual management for initiatives and projects 345

20. Workflow—Visual management with buffer 367

21. Workflow—Kanban and Kamishibai: Just-In-Time Rationalization 401

22. Workflow—Putting out “fires” 427

23. Workflow—Visualizing revenue gaps 439

24. Workflow—Leadership review of knowledge work 451