Office Kaizen : Transforming Office Operations into a Strategic Competitive Advantage

Acknowledgments ix Introduction 1(8) What Is Office Kaizen and What Does It Do? A ``Ten Thousand Foot'' View 9(10) Office Kaizen Is Not a New Concept 11(1) Management's ``Blind Spot'' 12(1) Process Levels and Management Strategies: The Logic behind Office Kaizen 13(3) The Parameters of Leadership and the Office Kaizen Cube 16(1) Office Kaizen and SLIM-IT 17(2) Surface Wastes...The Silent Killers 19(20) People Wastes 22(3) Process Wastes 25(7) Information Waste 32(3) Asset Waste 35(2) Dealing with Surface Waste 37(2) Leadership Waste and the Executive Challenge 39(12) Focus 40(2) Focus Waste 42(1) Structure 43(1) Structure Waste 44(1) Discipline 45(1) Discipline Waste 46(1) Ownership 47(1) Ownership Waste 48(3) Getting Human Nature on Your Side 51(12) Organizational Culture and Individual Behavior 52(2) Control Theory: The Five Needs That Drive All Human Behavior 54(1) Involvement and Commitment 55(1) Small Group Formation 56(1) Conformity 56(1) Social Loafing 57(1) Authority and Status 57(1) Polarization 58(1) Cognitive Dissonance 58(1) What Do These Tendencies Create? 59(4) The Concept of SLIM-IT and the Structure of Change 63(10) The Concept of SLIM-IT 64(2) Structured Change Management 66(1) The Executive Steering Committee 66(2) Change Teams 68(3) Champions 71(1) Charters 72(1) The Lean Daily Management System 73(12) Intact Work Groups: The Focus of the LDMS 75(1) Elements of the LDMS 76(9) Mentoring And Training 85(16) Why Is Mentoring Essential 86(1) How Many Mentors? 87(5) What Must Be Mentored? 92(3) The Place of Training in Office Kaizen 95(1) Implementation Alternatives 96(5) The KCG 20 Keys Approach 101(14) Final Comment 112(3) How to Integrate Office Kaizen with ``Big Name'' Tools and Approaches 115(14) Balanced Scorecard 117(1) Value Stream Mapping 118(1) Reengineering/Continuous Improvement 119(1) Six Sigma 120(1) Lean Manufacturing 121(1) Project Management 122(1) ISO 9000/QS-9000 123(1) DOF/Shainin 124(1) Integrated Product Development (IPD) 125(1) Enterprise Software 126(1) Final Comments 127(2) The Lens for Focus: Metrics 129(14) The Place of Metrics in SLIM-IT 131(1) What Makes A Good Metric? 132(3) Leadership and Management Metrics 135(3) Costs Are Not Good Metrics 138(1) Internal and External Customers 139(2) Final Comments 141(2) The Realities of Implementation 143(6) Each Site Stands Alone 143(1) The Role of Leadership at Various Levels 144(2) Mistakes to Avoid 146(2) Bringing It All Together 148(1) Epilogue Two Years Later 149(6) Appendix A KCG 20 Keys of Office Kaizen 155(10) Glossary of Important Terms 165(6) Index 171