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Introduction 1 Part I: Getting Started with Lean Six Sigma 5 Chapter 1: Defining Lean Six Sigma 7 Chapter 2: Understanding the Principles of Lean Six Sigma 23 Part II: Working with Lean Six Sigma 41 Chapter 3: Identifying Your Customers 43 Chapter 4: Understanding Your Customers' Needs 53 Chapter 5: Determining the Chain of Events 73 Part III: Assessing Performance 95 Chapter 6: Gathering Information 97 Chapter 7: Presenting Your Data 117 Chapter 8: Analysing What's Affecting Performance 139 Part IV: Improving the Processes 155 Chapter 9: Identifying Value-Adding Steps and Waste 157 Chapter 10: Discovering the Opportunity for Prevention 171 Chapter 11: Detecting and Tackling Bottlenecks 189 Chapter 12: Introducing Design for Six Sigma 199 Part V: Deploying Lean Six Sigma 221 Chapter 13: Leading the Deployment 223 Chapter 14: Selecting the Right Projects 233 Chapter 15: Running Rapid Improvement Events 245 Chapter 16: Putting It All Together 255 Chapter 17: Ensuring Everyday Operational Excellence 281 Chapter 18: Comprehending the People Issues 291 Part VI: The Part of Tens 305 Chapter 19: Ten Best Practices 307 Chapter 20: Ten Pitfalls to Avoid 317 Chapter 21: Ten (Plus One) Places to Go for Help 325 Index 333
John Morgan and Martin Brenig-Jones are Directors of Catalyst Consulting, Europe's leading provider of Lean Six Sigma solutions. John works primarily in product design and development. Martin is an expert in quality and change management. Both are accomplished coaches and trainers.