Operational Excellence: Breakthrough Strategies for Improving Customer Experience and Productivity, Edition 2
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- 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.
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James William Martin is a Lean Six Sigma consultant and Master Black Belt. For twenty years, Martin has trained and mentored several thousand executives, champions, Black Belts, and Green Belts in process improvement methods including manufacturing, service, and supply chain applications. He has led successful Lean Six Sigma assessments in Japan, China, Korea, Singapore, Malaysia, Thailand, Australia, North America, and Europe. This work included organizations in hardware, software, computer security, retail sales, banking, insurance, financial services, measurement systems, automotive, electronics, aerospace component manufacturing, electronic manufacturing, controls, building products, industrial equipment, and consumer products. He served as an instructor at the Providence College Graduate School of Business for twenty years. He also holds several patents and has written numerous articles on quality and process improvement.
