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Operational Excellence Breakthrough Strategies for Improving Customer Experience and Productivity

Operational Excellence Breakthrough Strategies for Improving Customer Experience and Productivity

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. | Operational Excellence Breakthrough Strategies for Improving Customer Experience and Productivity

GBP 56.99
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Process Redesign for Health Care Using Lean Thinking A Guide for Improving Patient Flow and the Quality and Safety of Care

Process Redesign for Health Care Using Lean Thinking A Guide for Improving Patient Flow and the Quality and Safety of Care

Process Redesign for Health Care Using Lean Thinking is a response to a simple but hard to answer question and is the result of the experiences of a working doctor who was also the chief safety and quality officer of an Australian teaching hospital. At this hospital he observed that the Emergency Department was staff by talented well-trained and respected doctors and nurses. The facilities were modern and the work load unexceptional but the department was close to melt down. Bad things were happening to patients everyone was blaming each other lots of things had been tried but nothing was getting better and no one could explain why. The problem was not a lack of technical knowledge or expertise the problem was that no one stood back and said what’s the best way to move 200 or 300 patients a day through the complicated and varying sequence of steps needed to sort out the many different problems that bring patients to our department? These challenges are faced by hospitals and health services all over the world. There are difficulties with patient flow congestion queues inefficient utilization of resources problems engaging clinical staff in improvement programs adverse incidents and budget constraints. Lean thinking and value stream analysis gives hospitals and health services struggling with these issues the insights they need to help themselves. This book provides a method that systematically turns those insights into working programs of service and system redesign. The book is divided into two sections. The first section gives the background to the approach and systematically works through the Process Redesign methodology step-by-step. The second section is a series of case studies that show the methodology in action what worked and what didn’t work. The goal of any process redesign is simple: the right care for the right person at the right time in the right place and right the first time. This book helps the people who work in hospitals and health services realize these goals by working together. | Process Redesign for Health Care Using Lean Thinking A Guide for Improving Patient Flow and the Quality and Safety of Care

GBP 48.99
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