Contents
Acknowledgments..................................................................................xi
Editor.................................................................................................... xiii
Foreword................................................................................................ xv
Chapter 1 Introduction........................................................................ 1
DISCOVER EXCELLENCE Workshop.....................................3
CULTURAL ENABLERS Workshop........................................4
CONTINUOUS IMPROVEMENT Workshop........................5
ENTERPRISE ALIGNMENT & RESULTS Workshop..........5
BUILD EXCELLENCE Workshop.............................................6
Definition of Lean........................................................................7
Chapter 2 The Dimensions.................................................................. 9
Think Systemically.....................................................................13
Create Constancy of Purpose...................................................13
Chapter 3 Think Systemically............................................................ 15
Is Think Systemically a Principle?.............................................17
Is Think Systemically Universal?...............................................18
Is Think Systemically Timeless? ...............................................19
Does It Have Consequences? ...................................................19
What Happens When This Principle Is Observed? ............. 20
What Would Happen If ?.................................................21
Is It Relevant to Operational Excellence? ...............................22
How Does It Apply?...................................................................23
Problem Solving .........................................................................27
Huddles........................................................................................29
Value Stream Mapping ............................................................ 30
The Bonus System ..................................................................... 30
5 Whys........................................................................................32
Examples of Ideal Behaviors.....................................................33
Cogent Power Case Study ........................................................ 34
Case Study: Cogent Power Inc.Lean Story................... 34
The Early Days: Learning Lean...................................... 34
One Leader Wakes Up to the Opportunity...................36
Culture, Behavior, and Sustainability............................38
Behavioral Benchmarks ........................................................... 42
The XYZ Widget Company................................................. 43
Systems ........................................................................................49
A Final Thought .........................................................................50
Further Reading .........................................................................51
What Does Systemic Mean?.............................................51
They Assessment................................................................53
Chapter 4 Create Constancy of Purpose........................................... 57
Is Create Constancy of Purpose a Principle? ..........................58
Is Create Constancy of Purpose Universal? ............................59
Is It Timeless? .............................................................................59
Does It Have Consequences? ...................................................59
What Happens When This Principle Is Observed? ............. 60
5 Whys........................................................................................61
Ozgene Case Study: To advance humanityinspire
curiosity.....................................................................................63
Clarity on What, Where, and Why......................................... 66
A Filter........................................................................................ 68
Does Constancy of Purpose mean that Nothing will
Change?....................................................................................... 68
Align Systems Around Purpose...............................................70
The Policy Deployment System................................................71
Standardized Daily Management System...............................73
Auckland Council Pools and Leisure Case Study..................74
Brief Overview of Auckland Council Pools and Leisure......74
What Is the Purpose?............................................................75
The Long-Term Plan 20122022..........................................76
How Do You Align to the Purpose?....................................76
What Is the Game Plan?.......................................................78
Behavioral Benchmarks.............................................................79
Commonwealth Bank of Australia Case Study:
Embedding a Constancy of Purpose.......................................83
Catchballing.............................................................................85
Examples of Ideal Behaviors ................................................... 86
Systems........................................................................................ 90
Further Reading .........................................................................91
Hoshin Kanri: Translating Big Vision from
Strategy to Execution............................................................91
Part 1: Hoshin KanriConcept Origins.......................91
Part 2: Hoshin KanriA Valuable Concept.................93
Part 3: Hoshin Planning Applied...................................97
Climbing the Hoshin Planning Ladder:
Nuts and Bolts Facilitation...................................................98
Summary...................................................................................102
Create Constancy of Purpose............................................103
Drowning in Opportunities...............................................105
Chapter 5 Results: Create Value for the Customer......................... 109
Create Value for the Customer...............................................110
Is Create Value for the Customer a Principle?.......................111
Is Create Value for the Customer Universal? ........................112
Is It Timeless? ...........................................................................112
Does It Have Consequences? .................................................112
What Happens When This Principle Is Observed? ............113
5 Whys......................................................................................113
What Is Customer Value?........................................................115
Airbus Australia Pacific Case Study......................................118
The Organization......................................................................118
VOC Objectives....................................................................... 120
The Process .............................................................................. 120
Stage 1: Confirm Purpose of the VOC .............................121
Stage 2: Collect VOC Data .................................................121
Stage 3: Analyze and Report VOC Data ..........................121
Results....................................................................................... 122
Behavioral Benchmarks.......................................................... 123
Examples of Ideal Behaviors ................................................. 124
ABC Steel Mill Case Study..................................................... 128
You Get What You Measure...................................................129
Systems ......................................................................................132
Sichuan Toyota Case Study: Create Value for the
Customer...................................................................................133
Introduction.........................................................................133
Create Value for the Customer......................................... 134
Definition........................................................................ 134
Tools................................................................................. 134
Examples......................................................................... 134
Results........................................................................................136
Examples of Shingos Successes.........................................136
Discussion.................................................................................138
Chapter 6 Lean Prescription at Denver Health: The
ENTERPRISE ALIGNMENT Workshop Case Study.........139
The Challenge............................................................................140
Changing to a New System ....................................................142
Chapter 7 Assessing the Enterprise Alignment and Results
Dimensions...................................................................... 147
Preparations to Go & Observe................................................147
The Shingo Assessment Process.............................................150
The Shingo Prize as an Assessment Tool..............................150
Chapter 8 Summary.......................................................................... 153
Bibliography......................................................................................... 155
Index..................................................................................................... 159
