The Joy of Lean : Transforming, Leading, and Sustaining a Culture of Engaged Team Performance

Cover -- Title page -- CIP data -- Dedication -- Contents -- List of Figures -- Acknowledgements -- Prologue - A Lean Parable: Efficiency is the Best Form of Job Security! -- Introduction: Lean Culture and Engaged Team Performance -- A SHORT HISTORY OF PROCESS AND PERFORMANCE IMPROVEMENT -- PURPOSEFUL CULTURE DESIGN -- ENGAGEMENT DEFINED -- THE POWER OF TEAMS -- THE GRAND PARADOX OFAN EFFICIENT CULTURE -- LEAN CULTURE BY THE STEPS -- LEAN LEADERSHIP -- 1 Find Your Purpose: Commit to Change -- WHY CHANGE? WHY NOT! -- FIRST, FIND YOUR PURPOSE -- A VISION OF PERFECTION -- THE FROZEN MIDDLE -- A MOMENT OF TRUTH -- IT TAKES LEADERSHIP -- MOVING FORWARD WITH A PURPOSE -- LEADERSHIP WITH A PURPOSE -- 2 Identify Opportunity: Measure and Analyze the Process -- THE NEED FOR CHANGE -- THE COMMITMENT -- THE PATH TO IMPROVEMENT -- THE TRANSITION -- RESULTS -- DO WE REALLY NEED A TIME STUDY? -- THE TIME STUDY -- TIME STUDY RESULTS -- BACK TO QUALITY -- QUALITY TODAY -- QUALITY PRINCIPLES FOR THE FUTURE -- LEADING AS YOU MEASUREAND ANALYZE THE PROCESS -- 3 Drive Value: Streamline the Process -- EZB -- THE SPIRIT OF LEAN -- CRAPPY HANDOFFS -- 5S: WORKPLACE ORGANIZATION -- THE OPPORTUNITY MATRIX -- FLEX WORK IN A CALL CENTER -- FLEX WORK AND PRIORITY PROTECTION -- CONTACT CENTER PRESSURE -- LEADING LEAN PROCESS STREAMLINING -- 4 Control the Process: Make the Work and Data Visible -- VISUAL WORK AND DATA -- COLLABORATIVE NORMS -- ROLLING WHITEBOARDS ARE EXPENSIVE! -- TREND CHARTS -- FREEDOM THROUGH TYRANNY -- LEADING VISUAL DATA ANDINTEGRATING THE NEXT STEPS -- 5 Transform: Organize the Team -- A FUNCTIONAL ORGANIZATION -- CUSTOMER-FOCUSED TEAMS -- LAUNCHING THE PILOTS -- PILOT RESULTS -- ORGANIZING THE WHOLE DEPARTMENT -- LEADING THE TRANSFORMATION:ORGANIZE THE TEAM -- 6 Engage! Set Team Goals -- THE TEAM'S MISSION -- MISSION 24 -- PRODUCTIVITY GOALS.