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Articles, white papers, interviews & case studies on business improvement & operational excellence: Six Sigma, Lean, Toyota Production System, continuous improvement, Kaizen & more.

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image for Performance scorecards - the first step of Lean Six Sigma
Performance scorecards - the first step of Lean Six Sigma
Most companies begin using Lean Six Sigma to improve their performance. However, they forget the first and most critical aspect of implementing Lean Six Sigma: measuring their performance.
Posted: 01 Apr 2011
Tags: Six Sigma Article  Balanced Scorecard  Consistency of Approach  Lean  Performance Focus  Strategy & Planning
image for How a company responds to crisis should be part of its Business Excellence approach
How a company responds to crisis should be part of its Business Excellence approach
However, there are problems inherent in setting up a crisis management system, and this article investigates...
Posted: 03 Mar 2011
Tags: Article  Change Capability  Leadership & Executive Ownership  Lean  Performance Focus
image for Transactional Kaizen: continuous improvement in the service sector
Transactional Kaizen: continuous improvement in the service sector
The Japanese discipline of Kaizen - usually translated as 'continuous improvement' - may have been born in manufacturing, but its principles apply just as well in the service sector...
Posted: 13 Dec 2010
Tags: Banking Article  Consistency of Approach  Consumer Services  Customer Centricity  Financial Services  Kaizen  Lean  Retail  Telecommunications Services
image for Service excellence in a technical environment: a marriage in heaven, or a road to hell?
Service excellence in a technical environment: a marriage in heaven, or a road to hell?
In order to achieve world-class performance, technical companies who make great products should be equally adept at providing excellent customer service. This article explains why.
Posted: 15 Jul 2010
Tags: Six Sigma Article  Customer Services  Human Resources  Lean  Product / Service Development  Sales
image for Leading a Lean Project: common mistakes and how to overcome them
Leading a Lean Project: common mistakes and how to overcome them
Tips for avoiding common pitfalls when implementing and sustaining Lean
Posted: 02 Jul 2010
Tags: Article  Education  Finance  Lean  Marketing  Sales
image for Out of the crisis, back to the future: Deming in 2010
Out of the crisis, back to the future: Deming in 2010
Formed in 2000 to encourage deeper learning and more effective application of Dr W Edwards Deming’s powerful management philosophy, the 11th Annual Transformation Forum was held on 12th and 13th May, sponsored by The Deming Forum.
Posted: 16 Jun 2010
Tags: Six Sigma Control Charts  Food  Government  Lean  Retail  Reviews  Scotland  Systems Thinking
image for Leading with Process Excellence: now is the time for CI to step up
Leading with Process Excellence: now is the time for CI to step up
At the 11th IQPC Process Excellence Summit, the talk was how Continuous Improvement should take its place at the top level and lead organisations out of the recession...
Posted: 30 Apr 2010
Tags: Six Sigma Lean  Media  Net Promoter Score  Reviews
image for Measuring Maturity: why is it so important to the success of your programme?
Measuring Maturity: why is it so important to the success of your programme?
Maturity Models, created through benchmarking, provide an extremely useful tool for managing the progress and success of programmes and making sure they are on the right road....
Posted: 13 Apr 2010
Tags: Six Sigma Article  Benchmarking  Information Technology  Kaizen  Lean
image for Engaging staff to cut waste and boost efficiency through embedding continuous improvement
Engaging staff to cut waste and boost efficiency through embedding continuous improvement
A case study telling the story of how the Office for National Statistics deployed their improvement programme.
Posted: 07 Apr 2010
Tags: Article  Kaizen  Lean  Operations
image for Sticky Organisations, Relationship Capital and the Role of the Change Specialist
Sticky Organisations, Relationship Capital and the Role of the Change Specialist
Can you reposition your change programme as circumstances change whilst still showing ROI? Professor Victor Newman explains how...
Posted: 23 Mar 2010
Tags: Article  Benchmarking  Leadership & Executive Ownership  Lean  Learning Culture  Performance Focus