Introduction -- About the Authors -- Acknowledgments -- How to Use This Book -- Part One: Getting Started -- Chapter One: Operational Excellence in the Office -- Chapter Two: The Key Function of Any Office -- Chapter Three: Value Stream Design for the Office -- Chapter Four: Determine Service Families -- Chapter Five: Create a Current State Value Stream Map for Each Service Family -- Part Two: Applying the Nine Guidelines for Office Flow -- Chapter 6: Guideline #1 Takt and Takt Capability -- Chapter 7: Guideline #2 Continuous Flow -- Chapter 8: Guideline #3 FIFO -- Chapter 9: Guideline #4 Workflow Cycles -- Chapter 10: Guideline #5 Integration Events -- Chapter 11: Guideline #6 Standard Work -- Chapter 12: Guideline #7 Single-Point Initialization -- Chapter 13: Guideline #8 Pitch -- Chapter 14: Guideline #9 Changes in Demand -- Chapter 15: Applying the Nine Guidelines: The Acid Test -- Part Three: Creating Operational Excellence.
Duggan, Kevin J.
"Kevin’s definition and approach to achieving Operational
Excellence in the office is profound, as it provides a true
destination for office personnel (and managers!) improving the
processes. It makes sense immediately. The five questions for flow
in the office are empowering and drive office employees to create
not just flow, but a self-healing, autonomous flow that does not
require management intervention. Work every page of this book and
watch your organization thrive and innovate in the office to
achieve top line business growth. Along with Kevin’s other books,
the best series of improvement documents available."
—Chuck Miles, Director, Materials Management, Logistics and
Inventory, GoGo
"Operational Excellence is a complete change in philosophy. Lean
and Six-Sigma are generally viewed as tool sets, and mostly applied
in manufacturing/operations, whereas Operational Excellence is the
establishment of a holistic operating system for the entire
enterprise. Duggan and Healey’s guide to creating flow in the
office makes this a powerful transformation, whether you’re a
seasoned CI professional or an office manager seeking to create
value for your customers."
—H. Scott Parkin, Director, Operational Excellence, United
Technologies Aerospace Systems
"Operational Excellence in Your Office is a very practical guide
for transforming office value streams to create flow and provide
value stream resources with the visual controls necessary to
quickly assess the health of value flow and immediately correct any
anomalies. Utilizing the nine guidelines effectively will provide
the structure for improving office value streams and processes,
creating Operational Excellence throughout the organization."
—Stephen M. Moore, Vice President, Lean Enterprise & Quality,
Parker Hannifin Corporation "This book is a great complement to
Creating Mixed Model Value Streams and should be well-received by
the many people who have found it a challenge to apply lean
concepts in an office environment. Operational Excellence in Your
Office provides practical approaches to understanding and managing
service value streams while addressing the real world complexity of
high-mix service environments. The book presents Operational
Excellence concepts in an office setting in a straightforward and
non-technical way. The examples will resonate with those familiar
with Operational Excellence concepts as well as those considering
them for the first time."
—Gerry McCool, Senior Director, Lean Six Sigma, Jabil"Achieving
Operational Excellence in an office environment can be challenging,
but Duggan and Healey have developed a robust process that visually
shows when office flow becomes abnormal and corrects it
autonomously, resulting in self-healing flow throughout the
organization. Creating standard work to correct abnormal flow is
ingenious and eliminates e-mails, meetings, phone calls, and
everyday firefighting, allowing you to focus on the needs of the
customer."
—Mark Vidic, Aftermarket Cost Reduction Manager, Caterpillar,
Inc.
"Kevin Duggan’s new book, Operational Excellence for the Office,
challenges the widely-held belief that only traditional
manufacturing environments – and not offices – realize significant
benefits from applying the principles of Operational Excellence. In
the book, Kevin shows that office processes are not "different" and
provides detailed, step-by-step instructions on how to effectively
apply Operational Excellence principles to dramatically improve
office flow and successfully operate a business in today’s globally
competitive environment. The significant advantages to production
environments have been well demonstrated – now Kevin shows how
offices can realize the same gains."
—Jeffrey M. Corbin, Operations Manager, Laitram Machinery
"Kevin’s definition and approach to achieving Operational
Excellence in the office is profound, as it provides a true
destination for office personnel (and managers!) improving the
processes. It makes sense immediately. The five questions for flow
in the office are empowering and drive office employees to create
not just flow, but a self-healing, autonomous flow that does not
require management intervention. Work every page of this book and
watch your organization thrive and innovate in the office to
achieve top line business growth. Along with Kevin’s other books,
the best series of improvement documents available."
—Chuck Miles, Director, Materials Management, Logistics and
Inventory, GoGo
"Operational Excellence is a complete change in philosophy. Lean
and Six-Sigma are generally viewed as tool sets, and mostly applied
in manufacturing/operations, whereas Operational Excellence is the
establishment of a holistic operating system for the entire
enterprise. Duggan and Healey’s guide to creating flow in the
office makes this a powerful transformation, whether you’re a
seasoned CI professional or an office manager seeking to create
value for your customers."
—H. Scott Parkin, Director, Operational Excellence, United
Technologies Aerospace Systems
"Operational Excellence in Your Office is a very practical guide
for transforming office value streams to create flow and provide
value stream resources with the visual controls necessary to
quickly assess the health of value flow and immediately correct any
anomalies. Utilizing the nine guidelines effectively will provide
the structure for improving office value streams and processes,
creating Operational Excellence throughout the organization."
—Stephen M. Moore, Vice President, Lean Enterprise & Quality,
Parker Hannifin Corporation "This book is a great complement to
Creating Mixed Model Value Streams and should be well-received by
the many people who have found it a challenge to apply lean
concepts in an office environment. Operational Excellence in Your
Office provides practical approaches to understanding and managing
service value streams while addressing the real world complexity of
high-mix service environments. The book presents Operational
Excellence concepts in an office setting in a straightforward and
non-technical way. The examples will resonate with those familiar
with Operational Excellence concepts as well as those considering
them for the first time."
—Gerry McCool, Senior Director, Lean Six Sigma, Jabil"Achieving
Operational Excellence in an office environment can be challenging,
but Duggan and Healey have developed a robust process that visually
shows when office flow becomes abnormal and corrects it
autonomously, resulting in self-healing flow throughout the
organization. Creating standard work to correct abnormal flow is
ingenious and eliminates e-mails, meetings, phone calls, and
everyday firefighting, allowing you to focus on the needs of the
customer."
—Mark Vidic, Aftermarket Cost Reduction Manager, Caterpillar,
Inc.
"Kevin Duggan’s new book, Operational Excellence for the Office,
challenges the widely-held belief that only traditional
manufacturing environments – and not offices – realize significant
benefits from applying the principles of Operational Excellence. In
the book, Kevin shows that office processes are not "different" and
provides detailed, step-by-step instructions on how to effectively
apply Operational Excellence principles to dramatically improve
office flow and successfully operate a business in today’s globally
competitive environment. The significant advantages to production
environments have been well demonstrated – now Kevin shows how
offices can realize the same gains."
—Jeffrey M. Corbin, Operations Manager, Laitram Machinery
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