Best Practices For Operational Excellence 2nd Ed

"I'm a huge fan of High Output Management and Setting the Table [...] Luca's Best Practices for Operational Excellence took my management to the next level. It's been almost a month since I started implementing the principles, but I can already say that I've noticed a significant improvement in my company's morale [...] That feels amazing." – Molson Hart, Viahart CEO Inside, you’ll find the solutions to your problems as a manager: How to manage “difficult” employees? How to get your subordinates to solve their own problems? How to get more time for yourself to work on what’s important? How to introduce a culture of mutual trust, respect, and accountability, in a team which is demotivated or full of personal problems. What’s inside The 4 Principles of Operational Excellence that determine whether your organization will operate smoothly or always react to the last problem, whether your subordinates respect you and each other or operate with defensiveness and distrust. The 8 Best Practices of Operational Excellence that effective managers use weekly and monthly to ensure that the Principles are followed in practice every day, even when conditions are not optimal, even when they are not around. How to get buy-in, a roadmap for an impactful roll-out, and systems to sustain the change. This book does not let you alone with the complex reality of implementing change in a big company where multiple projects and agendas are involved. This book will help you improve the way your team works, leading to the following benefits: Less stress: as your team’s Operational Culture improves, they will learn how to solve alone problems you would have to micromanage instead. More time: as your team takes care of its own problems, you will be freed from running after emergencies and work on the things that matter. More respect: as you become a better leader, and your subordinates become better teammates, valuing each other’s work, you will become more respected and valued. More budget: as your team improves its output, your team’s bottom line contribution becomes available to be redistributed as budget and bonuses for you and your team. A better career: the skills you will learn with this book are rare and thus valuable. They will make you a more valued and respect employee, leading to a successful career. A complete playbook with best practices you can apply starting today in your company, to translate into impactful action the Principles of Operational Excellence. It includes comparisons between the actions of good managers and bad ones, lots of detailed examples, and word-by-word scripts. Other books only describe how an effective company looks like, ignoring how to get there. This book doesn’t leave you alone with the implementation. It proposes practical tactics and word-by-word scripts you can use to obtain buy-in from the Top Management and roll-out the change initiatives. THE COMPLETE TOOLKIT FOR THE OPERATIONS MANAGERS & SUPERVISORS IN MANUFACTURING & LOGISTICS Handle unmotivated workers and instill newfound proactivity. Get your workers to work safely, even when the boss is not looking. Get your employees to keep an orderly work-floor, even when they are not motivated. Get your quality up while decreasing the cognitive load of your workers. Manage a fast-changing company, where workers fail to keep up with growth and change. In this handbook, you will find all the procedures you need to run your operations smoothly.

They say about Luca's books: "This book was so helpful to my work. Opened my eyes up to some more reasons why change is so hard." - Chris Murman A very thoughtful piece of writing, deep and wiring!" - David Krejca"Practical, directional advice." - Hari Meyyappan"A thoughtfully written book in very straightforward language." - A.L. Peevey"This guy! Luca is amazing. So insightful with common sense applications of Complexity and the ability to communicate clearly!!" - Bob KlapetzkyInside, you'll find the solutions to your problems as a manager: - How to manage "difficult" employees?- How to get your subordinates to solve their own problems?- How to get more time for yourself, to work on what's important?- How to introduce a culture of mutual trust, respect and accountability, in a team which is demotivated or full of personal problems?What's inside- The 4 Principles of Operational Excellence, that determine whether your organization will operate smoothly or always react to the last problem, whether your subordinates respect you and each other or operate with defensiveness and distrust.- The 8 Best Practices of Operational Excellence, that effective managers use on a weekly and monthly basis to ensure that the Principles are followed in practice every day, even when conditions are not optimal, even when they are not around.- How to get buy-in, a roadmap for an impactful roll-out, and systems to sustain the change. This book does not let you alone with the complex reality of implementing change in a big company where multiple projects and agendas are involved.This book will help you improve the way your team works, leading to the following benefits: - Less stress: as your team's Operational Culture improves, they will learn how to solve alone problems you would have to micromanage instead.- More time: as your team takes care of its own problems, you will be freed from running after emergencies and work on the things that matter.- More respect: as you become a better leader, and your subordinates become better teammates, valuing each other's work, you will become more respected and valued.- More budget: as your team improves its output, the bottom line contribution of your team becomes available to be redistributed as budget and bonuses for you and your team.- A better career: the skills you will learn with this book are rare and thus valuable. They will make you a more valued and respect employee, leading to a successful career.A complete playbook with best practices you can apply starting today in your company, to translate into impactful action the Principles of Operational Excellence.It includes comparisons between the actions of good managers and bad ones, lots of detailed examples and word-by-word scripts.Other books only describe how an effective company looks like, ignoring how to get there. This book doesn't leave you alone with the implementation. It proposes practical tactics and word-by-word scripts you can use to obtain buy-in from the Top Management and to roll-out the change initiatives.THE COMPLETE TOOLKIT FOR THE OPERATIONS MANAGERS & SUPERVISORS IN MANUFACTURING & LOGISTICS-Handle unmotivated workers and instill newfound proactivity.- Get your workers to work safely, even when the boss is not looking.- Get your employees to keep an orderly work-floor, even when they are not motivated.- Get your quality up, while decreasing the cognitive load of your workers.- Manage a fast-changing company, where workers fail to keep up with growth and change.In this handbook, you will find all the procedures you need to run your operations smoothly.Procedures that work in practiceYou will only find methods that are simple enough to be easily implemented and reliable enough to work even when your workers are tired or distracted. You will find procedures that stay into place even when priorities change and when your company scales.

Beyond Six Sigma and Lean! Design your processes to facilitate real business growth, in both healthy and unhealthy economies Design for Operational Excellence defines why companies embark upon continuous improvement—and the true answer is not to improve efficiency, quality, or eliminate waste! The reason is to achieve Operational Excellence. Duggan, an established authority on OpEx, provides the design criteria and guidelines that enable you to grow your business organically by refocusing management’s attention from running the business to growing the business. Founded on eight key principles, this groundbreaking system facilitates the continuous flow of value into any operation—from customer service to sales to manufacturing. Kevin J. Duggan is a renowned speaker, executive mentor, and educator in applying advanced lean techniques to achieve Operational Excellence and the author of two books on the subject: Creating Mixed Model Value Streams and The Office That Grows Your Business—Achieving Operational Excellence in Your Business Processes. As the Founder of the Institute for Operational Excellence, the leading educational center on Operational Excellence, and Duggan Associates, an international training and advisory firm, Kevin has assisted many major corporations worldwide, including United Technologies Corporation, Caterpillar, Pratt & Whitney, Singapore Airlines, IDEX Corporation, GKN and Parker Hannifin. A recognized expert on Operational Excellence, Kevin is a frequent keynote speaker, master of ceremonies, and panelist at international conferences, and has appeared on CNN and the Fox Business Network.

Operational Excellence, Second Edition – Breakthrough Strategies for Improving Customer Experience and Productivity brings together leading-edge tools, methods, and concepts to provide process improvement experts a reference to improve their organization’s quality, productivity, and customer service operations. Its major topics include alignment of strategy to the design of supporting systems to meet customer expectations, manage capacity, and improve performance. It provides a concise and practical reference for operational excellence. Its fourteen chapters lead a reader through the latest tools, methods, and concepts currently used to capture "voice of" customers, partners, and other stakeholders, new strategies for the application of Lean, Six Sigma, as well as product and service design across diverse industries, including manufacturing to financial services. This book operates from three premises: Organizations can increase competitiveness in an era of globalization through the application of "voice-of" applications, Design Thinking, the integration of the Information Technology Ecosystem’s new tools and methods integrated with proven Lean and Six Sigma applications Operational performance correlates to an organization’s financial, operational, and resultant productivity, as well as with shareholder economic value add (EVA) metrics and can be measured and improved using the methods in this book Value-adding activities and disciplines discussed are global and applicable to every organization A PRACTICAL TOOL FOR REAL-WORLD APPLICATION New topics are introduced in the second edition. These include Design Thinking, the "voice-of" Information Technology Ecosystems, Big Data applications, and Robotic Process Automation. Key topics from the first edition remain. These include Design-for-Six-Sigma (DFSS), Lean and Six Sigma methods, productivity analysis, operational assessments, project management, and other supporting topics. Each chapter contains tools and methods that will help readers identify areas for operational improvements. It contains ~300 figures, tables, and checklists to help increase organizational productivity. Practical examples are integrated through the book.

The definitive guide to organizational excellence--completely updated Fully revised for the latest American Society for Quality (ASQ) Certified Manager of Quality/Organizational Excellence (CMQ/QE) Body of Knowledge, The Handbook for Quality Management: A Complete Guide to Operational Excellence, Second Edition offers in-depth guidance on effectively applying the principles of quality management in today's business environment and delivering superior results. Designed to help you prepare for and pass the ASQ CMQ/QE exam, this authoritative volume also serves as an essential on-the-job reference. Coverage includes: Business-integrated quality systems Organizational structures The quality function Approaches to quality Customer-focused organizations Integrated planning Strategic planning Understanding customer expectations and needs Benchmarking Organizational assessment Process control Quantifying process variation Quality audits Supply chain management Continuous improvement Effective change management Six Sigma methodology, including detailed descriptions of the DMAIC and DMADV approaches Management of human resources Motivation theories and principles Management styles Resource requirements to manage the quality function Over the past 40 years, the quality management discipline has undergone steady evolution from disparate quality assurance efforts to strategic, business-integrated functions. Today's quality manager must be able to plan and implement measurable, cost-effective process-improvement initiatives across the organization. Written by two of the foremost authorities on the subject and fully updated for the latest American Society for Quality (ASQ) Certified Manager of Quality/Organizational Excellence (CMQ/OE) Body of Knowledge, The Handbook for Quality Management, Second Edition provides an operational guide to the proper understanding and application of quality management in the current business environment. It serves as a primary reference source for an organization's quality program and for anyone seeking to pass the CMQ/OE exam, given by the ASQ. The Handbook for Quality Management: A Complete Guide to Operational Excellence, Second Edition: Clearly defines quality management principles and their application within a cross section of industries Integrates the application of Theory of Constraints, Six Sigma, and Lean thinking into the Quality Management discipline Contains detailed methods for planning, including customer needs recognition, benchmarking, and organizational assessments Discusses controls such as statistical process control, audits, and supply chain management Explains the stages of continuous improvement Incorporates classic motivation theory with more current management practices advocated by Joiner, Senge, and Deming, among others Features simulated and past exam questions to help you study for the ASQ CMQ/OE exam with answers that can be found at www.mhprofessional.com/HQM2

“A SUPERB book [...] by one of the profound thinkers in our field [behavioral economics].” – Michal G. Bartlett on the second edition “Luca’s book was so helpful to my work. Opened my eyes up to some more reasons why change is so hard.” – Chris Murman on the first edition “So insightful with common sense applications of complexity and the ability to communicate clearly!!” – Bob Klapetzky Seen on Nudgestock. Reviews of Luca Dellanna's previous books "Absolutely brilliant." – Alberto Pisanello "A very thoughtful piece of writing, deep and wiring!" – David Krejca "A thoughtfully written book in very straightforward language." – A.L. Peevey "Very good book. Read it in in two evenings. Great insights straight to the point (not the usual self-help babble). Highly recommended." "One of the best works I have read in that matter (I have read a few) and it's surprising how realistically he depicts the condition." – Manel Vilar (on Luca's book on autism) "A profound, useful and insightful book" – Lorenzo Dragani THE BOOK At a first look, human behavior seems an inexplicable mess. Why do we behave irrationally? Why is change so hard? What is happiness and why does it seem to escape us? The Control Heuristic offers a new perspective to answer these questions and provides a guiding light to understand the subconscious processes that guide our behavior. Luca Dellanna, author of 5 books, writes here a revealing journey into the true motivations for human behavior. Understanding how the human mind really works is the first step to personal change. Suddenly, the frustrating becomes clear and the complex becomes simple.

Some reviews of Luca's previous books "This book is like a magnificent suspension bridge, linking the science of the human brain to the practical craft of applying it in everyday life. I loved it." – Rory Sutherland, Ogilvy's Vice Chairman “So insightful with common sense applications of Complexity and the ability to communicate clearly!!” – Bob Klapetzky. “A SUPERB book [...] by one of the profound thinkers in our field [behavioral economics].” – Michal G. Bartlett What's ergodicity, and why it matters? "The Most Important Property to Understand in Probability, in Life, in Anything." – Nassim Nicholas Taleb on ergodicity. "I think the most under-rated idea is ergodicity." – David Perell, author. Is ergodicity the most important concept in decision-making and behavioral sciences? (Yes.) Is it relevant for you in your daily life? (Yes.) Is it possible to explain it so simply that a grandma or a high-schooler can understand it? (Yes.) Even if they know nothing about maths? (Yes.) That's because ergodicity is an important idea with so many practical applications. Sadly, most books describe it in a very technical way, making it inaccessible to most people. In this short book, 6-times author Luca Dellanna describes ergodicity as simply as possible. You will read stories about how not knowing about it destroyed his cousin’s career as a skier, or how misunderstanding it caused additional deaths during the pandemic. You will learn how to spot situations in which ergodicity matters and the three strategies to react appropriately. The book is approximately 169 pages long, of which 143 are pure content and the rest tables of content, etc. Who is this book for? This book is for readers interested in growing themselves, their career, or their business, and who want to learn about ergodicity and its practical applications without having to understand its mathematical foundation. No mathematical knowledge is required, only a high-school level understanding of English. Readers who want to master the theory and mathematical foundation of ergodicity are better off reading a more formal manuscript. This book is not a substitute for it, but a complement. About the author Luca Dellanna is the author of 6 books. He is a researcher in complexity science and emergent behaviors, and an operational excellence consultant. He spoke at Nudgestock and regularly teaches risk management in masters. His personal website is Luca-Dellanna.com and his Twitter is @DellAnnaLuca.

"Thanks to Luca Dellanna for his book about autism and ASD. It's probably one of the best works I have read in that matter (I have read a few) and it's surprising how realistically he depicts the condition." – Manel Vilar, a reader "Thank you for helping me understand! My son was recently diagnosed and I needed to be able to understand how he views the world. Why certain things would overwhelm him and cause so much anxiety and pain. This book made it so clear and easy to understand." – Geiger T., a reader. "Loved The World Through a Magnifying Glass – this analogy NAILS IT." – Emerson Spartz, NYT Bestseller Author THIS IS THE SECOND EDITION! By reading this book: You will understand why people on the Autism Spectrum behave the way they do and pay attention to the things they pay attention to. You will learn to communicate with them in a way that captures their attention. You will comprehend why some fields are so hard to learn for people on the Spectrum, and why they are sometimes talented at other ones. A book to understand the Autism Spectrum Disorder. This book is for parents, friends, or anyone related to someone with Autism. This is for neurologists and psychologists to help them understand the world of ASD. This book is for people on the Spectrum, to help them understand themselves. Some of the topics covered inside: - The Magnifying Glass: a metaphor to understand perception under the Spectrum - Why people on the Spectrum are impaired in contextual fields (such as personal communication) and advantaged in mastering detailed fields (such as computer science). - Peripheral Functionality Blindness: the reason people on the Spectrum do not develop appropriate body language and facial expressivity. - Prioritization by Specificity: the reason literal meaning is the only thing which matters, for people on the Spectrum. - The High-Pass filter: a novel hypothesis for the Autism Spectrum Disorder, coherent with previous theories and experimental results. (Reading time is about 1h30)