Summary
Many organizations are looking for that magic tool or methodology that will suddenly transform them into outstanding organizations. Unfortunately, there is no one right answer for all organizations or even for a single organization. Successful organizations skillfully integrate the appropriate improvement approaches with honesty, commitment, and constancy of purpose across all levels of management.
This book, part of The Little Big Book series, discusses the most common set of tools and methodologies used in managerial, strategic planning, project selection, and organizational improvement projects that are referred to throughout The Little Big Book series. It presents, in a concise no-nonsense format, the concepts and techniques that must be mastered by project managers and anyone tasked with managing an improvement project.
The tools covered in this book include affinity diagrams, brainstorming, cause-and-effect diagrams, the Kano model, organizational process improvement, Pareto analysis, project management, risk management, root cause analysis, storyboarding, value propositions, and workflow diagrams.
Because of the large number of tools and techniques covered, the book supplies concise operating guidance for each tool that is adequate to prepare readers to understand and use that tool. It also includes examples of how the tools are used.
The book provides a basic understanding of the tools you need to improve the processes you are currently using to manage your organization and, ultimately, to improve the quality, productivity, and agility of the products or services you are delivering to your customers.
The tools presented in this book are the essential tools that all organizations should be using. By understanding and using the tools covered in this book, you will possess a better overall understanding of the way your organization needs to function in today’s increasingly competitive environment.
This book is designed to supplement and provide additional direction in the use of the methodologies defined in the other books in The Little Big Book series
Table of Contents
Affinity Diagrams
Definition
Its Uses
General
Preparation
Example
Software
Additional Reading
Brainstorming (Creative Brainstorming)
Definition
Its Uses
General
Preparation
Options
Example
The Wildest Idea Approach
The Superheroes Approach
Software
Cause-and-Effect Diagram
Definition
Its Uses
General
Preparation
Example
Software
Check Sheet
Definition
Its Uses
General
Preparation
Example
Software
Commitment Building
Definition
Its Uses
General
Preparation
Example
Consensus Building
Definition
Its Uses
General
Preparation
Example
Consequence Management
Definition
Its Uses
General
Preparation
Example
Control Charts
Definition
Its Uses
General
Variables Control Chart
Attributes Control Charts
Preparation
Variables Control Charts
Rules for Identifying Special Causes of Variation
Example
Software
Additional Reading
Cost-Time Charts
Definition
Its Uses
General
Preparation
Example
Software
Data Gathering by Document Review
Definition
Its Uses
General
Preparation
Gathering Data by Document Review
Example
Data Gathering by Interview
Definition
Its Uses
General
Preparation
Preparing for the Interview
Identify Candidates for the Interviews
Arrange the Time and Place for the Interview
Prepare and Distribute Appropriate Briefing
Materials to the Interviewees
Conducting the Interview
Note-Taking
Example
Questioning Technique
Data Gathering by Samples
Definition
Its Uses
General
Sampling and Data Collection
Preparation
Example
Software
Data Gathering by Surveys
Definition
Its Uses
General
Survey Process
Data Collection Method
Self-Completion Surveys
In-Person Interviews
Telephone Surveys
Computer-Assisted Telephone
Interviewing (CATI)
Sources of Error
Bias and Accuracy
Example
Software
Data Stratification
Definition
Its Uses
General
Preparation
Example
Software
Delphi Narrowing Technique
Definition
Its Uses
General
Preparation
Example
Using the Delphi Narrowing Technique
Employee Involvement
Definition
Its Uses
General
Preparation
Example
Facilitated Sessions
Definition
Its Uses
General
Preparation
Example
Flowchart
Definition
Its Uses
General
Preparation
Steps
Guidelines and Tips
Example
Software
Additional Reading
Force Field Analysis
Definition
Its Uses
General
Preparation
Example
Software
Graphs
Definition
Its Uses
General
Preparation
X–Y Axes Graphs
Line Graphs
Multiple Line Graphs
Bar or Column Graphs
Area Graphs
Gantt Charts (also referred to as Milestone or Planning Graphs)
Pictorial Graphs
Example
Software
Kano Model
Definition
Its Uses
General
Preparation
Example
Software
Motivation Management
Definition
Its Uses
General
Preparation
Example
Software
Reference
Negative Analysis
Definition
Its Uses
General
Preparation
Example
Additional Reading
Nominal Group Technique
Definition
Its Uses
General
Preparation
Using the Nominal Group Technique
Example
Software
Additional Reading
Organizational Change Management
Definition
Its Uses
General
Preparation
Example
Elements of a Contract
Ground Rules for Effective Contracting
Contracting for OCM
Effective Contracting
Ask for Feedback
Review the Meeting
Additional Guidelines for Personal Organizational Relationships
Organizational Process Consultation
Definition
Its Uses
General
Preparation
Organizational Process Consultation Issues
Organizational Process Consultation
Interventions
Task-Oriented Behaviors
Relationship-Oriented Behaviors
Example
Conducting Organizational Process Consultation
Consultant’s Role
Observer Role
Software
Reference
Organizational Process Improvement/Business Process Improvement
Definition
Its Uses
General
Preparation for Process Redesign Methodology
Preparation for Process Reengineering Methodology
Phase I: Organizing for Improvement
Phase II: Designing the Best-Value Future-State Solution (BFSS)
Phase III: Implementation, Measurements, and Control
Phase IV: Continuous Improvement
Example
Software
Additional Reading
Pareto Analysis
Definition
Its Uses
General
Preparation
Using Pareto Analysis
Example
Software
Prioritization Matrices
Definition
Its Uses
General
Preparation
Evaluating Using Prioritization Matrices
Example
Software
Process Capability Analysis (Cp)
Definition
Its Uses
General
Preparation
Analyzing Process Capability
Example
Analyze the Data for Process Capability
Perform Further Analysis If Necessary
Further Analysis (2)
Software
Additional Reading
Project Charter
Definition
Its Uses
General
Preparation
Example
Software
Project Management
Definition
Its Uses
General
Preparation
Examples
Project Plan Example
Software
Additional Reading
Risk Management
Definition
Its Uses
General
Dealing with Project Risk
Assessing Project Risk
Preparation
When to Use FMEA
FMEA Procedure
Example
Software
Role Mapping
Definition
Its Uses
General
Preparation
Conducting Role Mapping
Example
Software
Root Cause Analysis
Definition
Its Uses
General
Preparation
Example
Software
Run Charts
Definition
Its Uses
General
Preparation
Using a Run Chart
Example
Software
Scatter Diagrams
Definition
Its Uses
General
Preparation
Example
Software
Solutions Evaluation
Definition
Its Uses
General
Preparation
Example
Storyboarding
Definition
Its Uses
General
Preparation
Example
Software
Additional Reading
Value Analysis
Definition
Its Uses
General
Preparation
Example
Software
Value Engineering (VE)
Definition
Its Uses
General
Preparation
Example
Additional Reading
Value Proposition
Definition
Its Uses
General
Preparation
Example
Software
Reference
Additional Reading
Voting
Definition
Its Uses
General
Preparation
Ballot Voting
Show-of-Hands Voting
What Is a Voting Output?
Voting
Example
Software
Workflow Diagram
Definitions
Its Uses
General
Preparation
Example
Software
Additional Reading
Glossary
Index
Author(s) Bio
Charles (Chuck) Mignosa has more than 30 years of diversified experience in high technology, aerospace, telecommunications, food processing, and biomedical device industries.
He was with IBM for 25 years and holds patents in solid lubricants. He was the project manager in charge of implementing quality systems and is a certified course developer who developed many customized courses. Some examples include Total Quality Management, Continuous Flow Manufacturing, Customer Driven Quality, Statistical Design and Analysis of Experiments, Team Building, Six Sigma, and Communication Skills. Mignosa also was involved with IBM’s Six Sigma projects that were designed after Motorola’s program.
Mignosa has delivered courses in Management Development, Team Building, Organizational Excellence, Conflict Resolution, the Stephen Covey 7 Habits of Highly Effective People, and Principle Centered Leadership, along with many other topics.
After leaving IBM, he worked as an independent consultant, and has consulted for and done training with such companies as IBM, SanDisk, Owens Corning, Heinz USA, Siemens Automotive, General Mills, Connors Peripherals, HP, ADAC Labs, and many more. He has been an adjunct instructor with the University of Notre Dame (South Bend, Indiana), Nova University (Fort Lauderdale, Florida), and the University of Nevada/Las Vegas.
Mignosa spent three years as the director of quality for Cholestech Corporation (San Diego) where he brought them into FDA compliance and registered to ISO 9001 and ISO 13485. He also spent two years as vice president of quality at P-COM, a telecommunications equipment development company in Campbell, CA, where he reduced out-of-box failures from 30 percent to less than 1 percent.
Mignosa presently is president and CEO of Business Systems Architects, LLC (Santa Clara, California). His teams specialize in the design and implementation of business and quality management systems, organizational excellence, continuous improvement Lean/Six Sigma, and strategic planning. His partners include H. James Harrington of the Harrington Institute and Jerry Mairani of the Institute of Performance Improvement. In addition to a BS in chemistry from San Jose State University, Mignosa has completed graduate work in statistics at Stanford, a masters in systems engineering at Systems Research Institute in New York, and management training with IBM. He is a senior member of the American Society for Quality (ASQ), and is a certified Master Black Belt trainer.
H. James Harrington, PhD, is the CEO of Harrington Institute, Inc., in Los Gatos, California. In the book, Tech Trending, Dr. Harrington was referred to as "the quintessential tech trender." The New York Times referred to him as having a "… knack for synthesis and an open mind about packaging his knowledge and experience in new ways—characteristics that may matter more as prerequisites for new-economy success than technical wizardry. …" The author, Tom Peters, stated, "I fervently hope that Harrington’s readers will not only benefit from the thoroughness of his effort, but will also ‘smell’ the fundamental nature of the challenge for change that he mounts." President Bill Clinton appointed Dr. Harrington to serve as an Ambassador of Good Will. It has been said about him, "He writes the books that other consultants use."
The Harrington Institute was featured on a half-hour TV program, Heartbeat of America, which focused on outstanding small businesses that make America strong. The host, William Shatner, stated, "You (Dr. Harrington) manage an entrepreneurial company that moves America forward. You are obviously successful."
Dr. Harrington is recognized as one of the world leaders in applying performance improvement methodologies to business processes. He has an excellent record of coming into an organization as its CEO or COO, resulting in a major improvement in its financial and quality performance.
Dr. Harrington is a very prolific author, publishing hundreds of technical reports and magazine articles. He has authored 40 books and 10 software packages.
Experience
Dr. Harrington now serves as the CEO for the Harrington Institute with branches in many countries around the world. He also serves as the chairman of the board for a number of businesses.
In February 2002, Dr. Harrington retired as the COO of Systemcorp ALG, the leading supplier of knowledge management and project management software solutions in Toronto, Canada. Prior to this, he served as a principal and one of the leaders in the Process Innovation Group at Ernst & Young. Dr. Harrington was with IBM for over 40 years as a senior engineer and project manager.
He is past chairman and past president of the prestigious International Academy for Quality and the American Society for Quality Control. He is also an active member of the Global Knowledge Economics Council.
While he was chairman of ASQ, he was one of the leaders in getting the Malcolm Baldrige National Quality Award through the U.S. Congress and approved by the president. He also served as the first treasurer of the Malcolm Baldrige Consortium that set up and developed the award.
Credentials
Dr. Harrington was elected to the honorary level of the International Academy for Quality, which is the highest level of recognition in the quality profession. He is a government-registered quality engineer, a certified quality and reliability engineer by the American Society for Quality Control, and a permanent certified professional manager by the Institute of Certified Professional Managers. He is also a certified Master Six Sigma Black Belt and earned the title of Six Sigma Grand Master. Dr. Harrington has an MBA and PhD in engineering management and a BS in electrical engineering.
He was appointed the honorary advisor to the China Quality Control Association, and he was elected to the Singapore Productivity Hall of Fame in 1990. He has been named lifetime honorary president of the Asia Pacific Quality Organization and honorary director of the Association Chilean de Control de Calidad. In 2006, Dr. Harrington accepted the honorary chairman position of Quality Technology Park of Iran. In 2008, Dr. Harrington was awarded the Sheikh Khalifa Excellence Award (UAE) in recognition of his "superior performance as an original Quality and Excellence Guru who helped shape modern quality thinking." In 2009, he was selected as the Professional of the Year (2009). Also in 2009, he received the Hamdan Bin Mohammed e-University Medal. In 2010, the Asian Pacific Quality Organization (APQO) awarded Dr. Harrington the APQO President’s Award for his "exemplary leadership." The Australian Organization of Quality NSW’s Board recognized him as "the Global Leader in Performance Improvement Initiatives" in 2010. In 2011, he was honored to receive the Shanghai Magnolia Special Contributions Award from the Shanghai Association for Quality in recognition of his 25 years of contributing to the advancement of quality in China. In 2012, Dr. Harrington received the ASQ Ishikawa Medal, the Jack Grayson Award, A.C. Rosander Award, and the Armand V. Feigenbaum Lifetime Achievement Medal. In 2014, Dr. Harrington was appointed chair of TQM College Manchester (U.K.) Board.
Dr. Harrington has been elected a Fellow of the British Quality Control Organization and the American Society for Quality Control. In 2008, he was made an Honorary Fellow of the Iran Quality Association and of the Azerbaijan Quality Association. He also was elected an honorary member of the quality societies in Taiwan, Argentina, Brazil, Colombia, Chile, and Singapore.
Recognition
- The Harrington/Ishikawa Medal,
presented yearly by the Asian Pacific Quality Organization, was named after H. James Harrington to recognize his many contributions to the region
The Harrington/Neron Medal was named after H. James Harrington in 1997 for his many contributions to the quality movement in Canada
Harrington Best TQM Thesis Award was established in 2004 and named after H. James Harrington by the European Universities Network and e-TQM College
Harrington Chair in Performance Excellence was established in 2005 at the Sudan University (Khartoum)
The Harrington Excellence Medal was established in 2007 to recognize an individual who uses the quality tools in a superior manner
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