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Foreword Introduction 1. Where are you now? 2. Summarise your system, decide on priorities 3. A pilot process: learn how to standardise 4. Develop step change and standardise 5. Managing ongoing operations 6. Dealing with problems 7. Optimising the whole system Appendix: PDSA? Deming Cycle? PDCA? Questions for discussion About the authors About PMI Further reading Index
Jan Gillett co-founded Deming-based consultancy and training firm, Process Management International, in the UK in 1990 and for another twenty years led its development in working with clients in every sector, and in every continent. He has also been a non-executive director in several organisations, helping them rethink their strategies and policies to adjust to changing circumstances. Paul Simpson is Global Policy, Risk and Certification Manager at SAI Global where he is responsible for the management system and for maintaining approvals to deliver conformity assessment services for his global client network. He has worked in quality and management systems all his working life in a range of organisations including Network Rail, Pirelli, Perkins Engines, the British Standards Institution and the Chartered Quality Institute. Susannah Clarke is Managing Partner at Process Management International (PMI) and a specialist in the field of Executive and Performance Coaching. Susannah has worked extensively in the learning and development sector, starting her career with NatWest Markets in the City before spending 17-years with GSK as a consultant.