Operational Excellence: Breakthrough Strategies for Improving Customer Experience and Productivity


: Operational ExcellenceOverviewCompetitive OperationsEnhancing Operational CapabilityLinking Strategy to OperationsMetricsBenchmarkingSummary: Organizational ChangeOverviewWhat Is Organizational Change?Change ReadinessManaging ChangeBuilding TeamsDeploying Continuous Improvement TeamsDeploying LeanDeploying Six SigmaDeploying Design ExcellenceDeploying IT ExcellenceDeploying Customer ExcellenceSummary: Customer ExperienceOverviewSurveysMarketing TranslationKano Needs and ValueQuality Function Deployment (QFD)Customer Experience MappingSummary: Designing for Customer ValueOverviewDesign ObjectivesConcurrent EngineeringDesign for ManufacturingConcept PhaseDesign PhasePrototype PhasePilot PhaseLaunch PhaseRisk AssessmentDesign for Six SigmaDesign StandardsMass CustomizationWhat Is Design Thinking?Summary: Process ExcellenceOverviewModeling ProcessesScheduling AlgorithmsWorking EnvironmentSummary: Lean Process ImprovementOverviewMapping ValueBalancing FlowOperational EfficiencySchedulingOther Lean ToolsSummary: Measuring and Improving ProductivityOverviewCalculating ProductivityIdentifying ProjectsSummary: Information Technology EcosystemsOverviewRobotic Process AutomationAgile Project ManagementMetricsSummary: Six SigmaOverviewDeploying Six SigmaDefine PhaseMeasure PhaseAnalyze PhaseAdvanced MethodsImprove PhaseFull Factorial DesignsFractional Factorial DesignsResponse Surface DesignsControl PhaseSummary: Big DataOverviewBig DataMetadataInformation Quality GovernanceData Quality ImprovementData SecuritySummary: Operational AssessmentsOverviewPreparing for an AssessmentConducting the AssessmentClosing the AssessmentSummary: Virtual TeamsOverviewVirtual TeamsProject ManagementSummary: Supply Chain ExcellenceOverviewCapacityForecastingInventoryInventory ModelsCycle CountingExcess And Obsolete InventorySales And Operations PlanningGlobal Supply Chain IssuesOutsourcing And InsourcingSummary: Sustaining StrategiesOverviewGlobal StandardsMetrics DashboardsSummary