By Gerald J. Langley, Ronald Moen, Kevin M. Nolan, Thomas W. Nolan, Clifford L. Norman, Lloyd P. Provost
Read Online or Download The Improvement Guide: A Practical Approach to Enhancing Organizational Performance (Wiley Desktop Editions) PDF
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Additional resources for The Improvement Guide: A Practical Approach to Enhancing Organizational Performance (Wiley Desktop Editions)
Example text
The photographs allowed them to “see” the resulting differences in outcomes. The sisters realized that their knowledge of the apparent quality problems was based solely on customer complaints. They needed a better way to see the quality their services were delivering. By picking a small sample of restrooms to observe, they were able to add to their knowledge about the quality problems. They saw specific areas where changes were needed. Now that they had some feedback, the sisters were faced with the critical question: What changes could they make that would result in improvement?
Particularly noteworthy is our list of seventy-two change concepts contained in Appendix A. Three examples of change concepts are smoothing the flow of work, scheduling into multiple processes rather than one, and building in consequences to foster accountability. This catalogue of change concepts, along with real-life examples, is a major contribution to the science and art of improvement. This list allows beginners to have at their disposal concepts of change that would, up to this point, only have been found in the heads of some of the world’s most experienced practitioners in improvement.
If sales decline, spend more on advertising. If profits decrease, work longer hours. If test scores decline, lengthen Introduction 7 the school year. Though recognizing that increased effort or time may be appropriate in some situations, more of the same is very limited as a long-term strategy for improvement. An inhibitor of real change is the search for the perfect change. It is believed that continued analysis and debate will eventually find it. The job will then be to implement the perfect change with a sufficiently well-thought-out plan.