Innovating Lean Six Sigma: A Strategic Guide to Deploying the World's Most Effective Business Improvement Process

Acknowledgments ix Introduction: The Tao of Lean Six Sigma xi Part 1: Firing on All Cylinders: Building a Strong Foundation for a High-Functioning Lean Six Sigma Initiative 1 Chapter 1: What's First?: The Big Four Questions that Shape a Deployment 3 Chapter 2: Bolstering Leadership Support 19 Chapter 3: Got Culture? 37 Chapter 4: Measuring Progress and Success 55 Chapter 5: The Art and Science of Project Selection and Pipeline Management 77 Chapter 6: "How Are We Doing?": Using a Maturity Model Assessment to Evaluate Where You Are and Where You Should Go Next 97 Part 2: Next Steps: The Smart Way to Tackle Bigger Problems, Use More Sophisticated Methods, and Push the Culture to the Next Level 117 Chapter 7: Voices You Want to Hear: Developing Deeper Insights into Customer Needs 123 Chapter 8: Business Process Management: Building a Strong Foundation for Implementing a Culture of Improvement 143 Chapter 9: Quick Fixes for Big Issues: Enterprise kaizen 161 Chapter 10: Linking Top to Bottom: Using Hoshin Planning for Strategy Deployment 181 Chapter 11: Solving Analysis Challenges with Specialized Tools 197 Chapter 12: Starting from Scratch: When and How to Use Product and Process Design Methodologies 219 Chapter 13: T he Healthcare Frontier: Making Progress Despite the Challenges 247 Appendix A: A Complete Maturity Model 261 Index 275

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• Controlo de qualidade (C.Q.) e Gestão da Qualidade Total (G.Q.T.)