Armstrong, Stephen C.

Sustaining Continuous Innovation Through Problem Solving

Forewords by Bob Repovs, Dr. Juergen Boenisch and Bob Cox ix Acknowledgements xv Organization of the Book xix PART I TRANSFORMING THE ENTERPRISE Chapter 1 An Introduction to Business Transformation 3 Introduction 3 Understanding Business Transformation Objectives 16 Business Process Transformation The Philosophy and Commitment 19 Business Transformation is Driven by a Set of Principles 20 Introducing a flexible Business Transformation Methodology 22 Chapter 2 The Phases of Business Transformation Explained 31 Introduction 31 Phase 1 Assessment and Business Direction 31 Phase 2 Business Process Analysis 43 Phase 3 Business Redesign and Infrastructure Alignment 53 Phase 4 Implementation: 69 Phase 5 Continuous Innovation Through Problem Solving 71 Chapter 3 The Organizational Approach to Business Transformation 73 Use a Multi-disciplinary Team Approach. 73 An Accelerated Business Transformation Approach. 78 An approach That Involves High Management and Employee Participation 79 The role of External Consultants 80 The Role of the Project Director 84 The Role of the Enterprise Transformation Steering Committee 85 The Role of the Project Sponsor 87 Dispelling Myths About Business Transformation and Process Management 90 PART II ANALYZING THE STATUS QUO 97 Chapter 4 How to Analyze the "As Is" Business Processes 99 Step 1 Establish the Team 99 Step 2 Research Customer Needs and Expectations 109 Step 3 Select Issue and Process 121 Step 4 Define/Design the Process 126 Step 5 Establish Standards and Design Performance Measures 139 Step 6 Implement Processes, Standards, Measures 153 Step 7 Confirm Process/Issue Focus 160 Step 8 Set Improvement Objectives and Schedule 164 PART III CONTINUOUS INNOVATION - by Problem Solving 169 Chapter 5 How to Improve the Business Processes Creatively 171 Step 9 Detail Causes 171 Step 10 Gathering Data on Root Causes and Analyze 174 Step 11 Select Root Cause to Eliminate/Investigate 179 Step 12 Formulate Alternative Solutions 181 Step 13 Evaluate and Select Best Solution 182 Step 14 Investigate and Validate the Solution 184 Step 15 Document Solutions 187 Step 16 Implement Solutions 190 Step 17 Confirm Improvement and Continuously Monitor 193 PART IV ENGAGING THE PEOPLE - Sustaining Innovation 195 Chapter 6 Managing Continuous Innovation Teams 195 Effective Teams 196 Effective Meetings 202 First team Meetings 214 Facilitator's Role in Getting Results 217 Documentation Control 219 Integrated Enterprise: Integrated Thinking 222 Chapter 7 Sustaining Innovation Through a Higher Purpose 231 How Do We Foster Innovation in Teams and Avoid the Innovation Killer 231 Zero-Gravity Thinking from the Outside 233 Higher Performance Through a Higher Purpose 237 APPENDICES Management Tools A-1 Brainstorming 249 A-2 Voting Rules 251 A-3 Ranking Methods 253 A-4 Customer Map 258 A-5 Statistics 101: Introduction to Concepts 260 A-6 Pareto Chart 266 A-7 Tree Diagram (Perspective Chart) 269 A-8 Process Flow Diagram 272 A-9 Process Analysis Measures 279 A-10 Cause and Effect (Fishbone) Diagram 281 A-11 Procedure Writing Guidelines 286 A-12 Process Auditing Approach 308 A-13 Training Approaches 314 A-14 Gantt Charts 319 A-15 Affinity Diagram 323 A-16 Collection of Existing Data 325 A-17 Surveys: Writing Questionnaires 326 A-18 Experts and Focus Group Research 332 A-19 Quality Function Deployment 334 A-20 Relationship Diagram 338 A-21 Performance Tracking Charts 341 A-22 Process Capability Study 345 A-23 Statistical Process Control 351 A-24 Measurement System Error 368 A-25 Work Flow Diagram 374 A-26 Force Field Analysis 377 A-27 Design of Experiments 380 Afterword Theoretical Underpinnings of Enterprise Innovation 391 Bibliography 409 Index 417