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Operational Excellence: Breakthrough Strategies for Improving Customer Experience and Productivity
: Operational Excellence
Overview
Competitive Operations
Enhancing Operational Capability
Linking Strategy to Operations
Metrics
Benchmarking
Summary
: Organizational Change
Overview
What Is Organizational Change?
Change Readiness
Managing Change
Building Teams
Deploying Continuous Improvement Teams
Deploying Lean
Deploying Six Sigma
Deploying Design Excellence
Deploying IT Excellence
Deploying Customer Excellence
Summary
: Customer Experience
Overview
Surveys
Marketing Translation
Kano Needs and Value
Quality Function Deployment (QFD)
Customer Experience Mapping
Summary
: Designing for Customer Value
Overview
Design Objectives
Concurrent Engineering
Design for Manufacturing
Concept Phase
Design Phase
Prototype Phase
Pilot Phase
Launch Phase
Risk Assessment
Design for Six Sigma
Design Standards
Mass Customization
What Is Design Thinking?
Summary
: Process Excellence
Overview
Modeling Processes
Scheduling Algorithms
Working Environment
Summary
: Lean Process Improvement
Overview
Mapping Value
Balancing Flow
Operational Efficiency
Scheduling
Other Lean Tools
Summary
: Measuring and Improving Productivity
Overview
Calculating Productivity
Identifying Projects
Summary
: Information Technology Ecosystems
Overview
Robotic Process Automation
Agile Project Management
Metrics
Summary
: Six Sigma
Overview
Deploying Six Sigma
Define Phase
Measure Phase
Analyze Phase
Advanced Methods
Improve Phase
Full Factorial Designs
Fractional Factorial Designs
Response Surface Designs
Control Phase
Summary
: Big Data
Overview
Big Data
Metadata
Information Quality Governance
Data Quality Improvement
Data Security
Summary
: Operational Assessments
Overview
Preparing for an Assessment
Conducting the Assessment
Closing the Assessment
Summary
: Virtual Teams
Overview
Virtual Teams
Project Management
Summary
: Supply Chain Excellence
Overview
Capacity
Forecasting
Inventory
Inventory Models
Cycle Counting
Excess And Obsolete Inventory
Sales And Operations Planning
Global Supply Chain Issues
Outsourcing And Insourcing
Summary
: Sustaining Strategies
Overview
Global Standards
Metrics Dashboards
Summary
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