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The BASICS Lean Implementation Model Lean Tools to Drive Daily Innovation and Increased Profitability

The BASICS Lean Implementation Model Lean Tools to Drive Daily Innovation and Increased Profitability

In 2004 Charlie Protzman created The BASICS Lean Implementation Model which covers the full spectrum of what is needed to be effective and successful at implementing a Lean System. The reader is taken through a step by step approach developed over the last 15 years in the use and understanding of Lean tools principles and processes. The authors break down Lean concepts to their simplest terms to make everything as clear as possible for Lean practitioners. You will learn an integrated structured problem-solving approach identified by the acronym BASICS (Baseline Analyze Suggest Solutions Implement Check and Sustain). This methodology is combined with a proven business strategy to help ensure a successful and sustainable transformation of any organization. The BASICS approach produces real bottom line savings with 20% to 50% or more increases in productivity when compared to pure batching environments. As those who have read the book will tell you this is not a theory book… but rather a book you can return to over and over again for reference throughout your Lean journey. | The BASICS Lean™ Implementation Model Lean Tools to Drive Daily Innovation and Increased Profitability

GBP 48.99
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Delivering Fantastic Customer Experience How to Turn Customer Satisfaction Into Customer Relationships

Delivering Fantastic Customer Experience How to Turn Customer Satisfaction Into Customer Relationships

If you don’t offer great customer experience your main competitors will take away 50% of your business. Period. Gone are the days in which businesses could simply offer an OK experience and get away with it. In today’s hypercompetitive environment companies can no longer be just B2C or B2B. They must become B2Me – more personal more relevant. With customers having higher expectations and access to more information than ever before companies must create stellar frictionless personalized and memorable customer experiences if they plan to stay in the game. In this book you will learn: • What customer experience truly is. • How emotions can increase customer loyalty…or make customers ditch a brand. • Which behaviors and attitudes lose customers. • Ten easy practical and proven ways to immediately improve your customer experience. • What renowned companies do to offer the best customer experience. This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience whether it be managers associates sales reps marketing professionals web strategists accountants customer service reps delivery people or installers. No matter what role you play this book offers easy tips recommendations and examples to help improve customer experience realistically sustainably and affordably. | Delivering Fantastic Customer Experience How to Turn Customer Satisfaction Into Customer Relationships

GBP 16.99
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The Resilient Healthcare Organization How to Reduce Physician and Healthcare Worker Burnout

The Resilient Healthcare Organization How to Reduce Physician and Healthcare Worker Burnout

Professional burnout is an epidemic in America. Approximately half of physicians and nurses are affected and at risk for themselves and their patients. Much has been written about professional burnout. The term was originally coined in the 1970s by American psychologist Herbert Freudenberger to describe the consequences of severe stress and high ideals experienced by people working in helping professions. Since then many books have been written to address this looming national public health crisis. But unfortunately there has been much less written from a solution standpoint: getting to the root cause of why this is occurring now more than ever. The Resilient Healthcare Organization engages readers focusing on physicians and healthcare professionals and their experiences and how they overcame a loss of enthusiasm for work feelings of cynicism and a low sense of personal accomplishment. The feelings of emotional exhaustion are characterized by depersonalization and perceived ineffectiveness. These are the cardinal features that define burnout and affect almost 50% of physicians and 30–70% of nurses. This book addresses why burnout is viewed as a threat and how it can be fought. The author discusses the contributing factors and solutions at the health system and societal level. Additionally this book explores the current and future etiology and impacts on physicians and healthcare professionals with a significant emphasis on solutions at both the individual level and the system level. Contributors: Patricia S. Normand MD Bruce Flareau MD Kathleen Ferket MSN APRN Daniel Edelman DO and Peter B. Angood MD. | The Resilient Healthcare Organization How to Reduce Physician and Healthcare Worker Burnout

GBP 31.99
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Global Lean for Higher Education A Themed Anthology of Case Studies Approaches and Tools

Global Lean for Higher Education A Themed Anthology of Case Studies Approaches and Tools

Higher education (HE) is amongst the hardest sectors in which to apply lean. Universities resist change their organizational cultures being far from the manufacturing environment where lean was born. The way HE organizations are structured funded and function globally is idiosyncratic; one size is unlikely to fit all. However the sector is also dynamic and a mature understanding of lean as a philosophy led by principles suggests there are many ways HE could grow through lean. This collection of work reflects the state-of-the-art in the global practical application of lean for higher education. It aims to demonstrate the diverse applications of lean in universities inspiring others to deeply engage with lean thinking in their own unique context and to drive successful sustainable lean work. Contributors are both well-known experts in lean HE and up-and-coming practitioners. Authors live globally in countries such as Australia Canada Malaysia Poland the UK and the USA. They represent higher education environments from applied teaching institutions to research-focused universities from 50 years old to more than 800 years old. The collection focuses on lean applied across universities as a whole often addressing the administrative support or professional services side of how these institutions work. The application of lean is not limited purely to the administration of such organizations but is applied to the primary purpose of universities: teaching and research. This volume is not focused on lean theory. Instead it discusses how HE institutions have taken lean forward and the lessons learned that others can share and learn from. It is composed of six sections: Starting out People Projects Technology Sustaining Lean and Culture. The rich and wide perspectives in this book will enable the reader to understand the many ways that lean thinking is applied in higher education globally. More importantly this book will help the reader better understand and apply lean in the context of their own work. | Global Lean for Higher Education A Themed Anthology of Case Studies Approaches and Tools

GBP 36.99
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Creativity Innovation and Entrepreneurship The Only Way to Renew Your Organization

Creativity Innovation and Entrepreneurship The Only Way to Renew Your Organization

People with ideas are dreamers. People who get things done are doers. One doer is worth eight dreamers. There are three kinds of people who make up an innovator. There are inventors (people who have new and unique ideas) problem solvers (people who have ideas about how to correct a previous error) and entrepreneurs (people who transform ideas into realities). Put them altogether they spell innovator. Most innovative books today focus on ways to create new and unique ideas; some of them also address problem-solving but this is less than 10% of the methodologies that the innovator needs to master. The approaches used in this book transform an idea into reality or to put it another way deliver innovative products to make a profit for the organization and instill pride in its employees. This means that every step in the process needs to have innovation applied to it in order to meet the expectations and demands of today's sophisticated customer. This book is designed to help the reader and their organization complete the complex process of bringing a new product to market by presenting what is expected at each step in the cycle and providing step-by-step instructions on what to do at each specific step. In large to mid-sized organizations this book is designed to help each individual understand how they fit into the innovative cycle and explains why they should be more creative related to the work they do and more conscious of the contributions they can make. It emphasizes the importance of every individual contributing to the organization's innovative process. The book is designed to help the organization understand its Innovation Systems Cycle. In the early part of the cycle it focuses on weeding out projects that do not have the potential to produce value-added results to the stakeholders. By using the guidelines outlined in this book an organization can reduce its new project failure rate by as much as 50% which should result in almost doubling the organization’s new product output thereby increasing profits by as much as 15%. | Creativity Innovation and Entrepreneurship The Only Way to Renew Your Organization

GBP 27.99
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Transforming Mental Healthcare Applying Performance Improvement Methods to Mental Healthcare

Transforming Mental Healthcare Applying Performance Improvement Methods to Mental Healthcare

One in five U. S. adults experiences a mental illness within a given year. With more than 550 000 people working to support this underserved community the mental healthcare system has grappled with inadequacies and shortcomings in safety quality and care delivery. There is a wide range of problems from access-to-care issues and errors to complications stemming from poor care. Our country is also on an unsustainable path as our healthcare expenditure keeps growing. To add to all of this we are facing a rampant epidemic of burnout among healthcare workers. Modern advancements introduced with many promises—such as electronic medical records newer medications or advanced treatments—have created unique challenges when ushered into a highly regulated healthcare system. What does it take to provide patients with everything they need—the right quality of care at the right time and at the right cost—to keep them healthy? Which process steps add value? Which steps are wasteful? A widely accepted fact is that a conservative 30-50% of every step in the mental healthcare process does not help patients feel better or stay better. When considering delays in care workarounds excessive documentation and an overuse of auditing the care system has moved highly skilled clinicians away from providing value as administrative tasks continue to encroach on their time. There is a clear need to rethink and redesign the system of care. This book is a primer for understanding the current state of the mental health system and the performance improvement skills and leadership acumen needed to address existing challenges. Sheppard Pratt the award-winning leading institution for mental healthcare in America provided the focus on mental healthcare and became the laboratory for this body of work over the course of eight years. It hired a seasoned systems thinker with improvement expertise to work with mental health professionals and solve some of their most complex and chronic problems. The book is a result of the collaboration between a practicing psychiatrist in a leadership role and the systems engineer. Working together they demonstrate how to think about redesigning care and redefining the nature of work to enhance value for both the people served and the healthcare workforce. They crafted a multi-pronged approach towards culture change at Sheppard Pratt including implementing a course on Learning to Improve which introduced staff to a performance improvement methodology. There are several vignettes interwoven throughout the book that describe the complexities and constraints of the system. Solving some of these challenges creates a new paradigm of work while minimizing waste and enhancing value. | Transforming Mental Healthcare Applying Performance Improvement Methods to Mental Healthcare

GBP 38.99
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Government Big Pharma and The People A Century of Dis-Ease

Government Big Pharma and The People A Century of Dis-Ease

Pharmaceuticals constitute a relatively small share of the total Health Care expenditure in most developed economies and yet they play a critical role in the ongoing debate over how best to advance improve and afford Health Care. Despite this and perhaps because of this the industry has had for many years an outsized claim to fame and controversy praise and criticisms and support and condemnation. Unfortunately many participants in the debate do not fully understand the complexities of the industry and its role in the overall Health Care system. The analytical tools of economics provide a strong foundation for a better understanding of the dynamics of the pharmaceutical industry its contribution to Health and Health Care and its dual and often conflicting priorities of affordability and innovation as well as the various Private and Public Policy initiatives directed at the sector. Everyone is affected by Big Pharma and the products they produce. At the Drug store the physician’s office in front of the television in everyday conversations Drugs are a part of our lives. Society shapes our values toward Drugs and Drugs shape society. (The Pill and minor tranquilizers are good examples. ) And of course the way Congress deliberates and Big Pharma responds has a huge impact on how Drugs affect our lives. This book is well-researched on the subject of the pharmaceutical industry its struggles with Government and its relationship to the consumer from the early twentieth century until the present. The Dynamic Tension between the three participants – Government Big Pharma and the People – is described and explained to lead to an understanding of the controversies that rage today. The author describes how the Government its many investigatory efforts and the ultimate legislative results affect the industry and the consequences of their activities are explored in light of their effects on other players including the patients and consumers who rely on both Government and Big Pharma for their well-being and who find sometimes unexpected consequences while giving special attention to the attitudes beliefs and misadventures of less-than-optimal Drug use. Stakeholders are identified with physicians as a major focus as well as describing the significance of prescriptions as social objects and the processes by which physicians make choices on behalf of their patients. The author ties it all together with how Big Pharma affects and is affected by each of these groups. The author utilizes his 50-plus years’ experience as an academic practicing pharmacist and Big Pharma employee to describe the scope of the pharmaceutical industry and how it affects us on a daily basis concluding with an inside look at Big Pharma and how regulations marketing and the press have affected their business both good and bad. | Government Big Pharma and The People A Century of Dis-Ease

GBP 48.99
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Lean Higher Education Increasing the Value and Performance of University Processes Second Edition

Lean Higher Education Increasing the Value and Performance of University Processes Second Edition

In an environment of diminishing resources growing enrollment and increasing expectations of accountability Lean Higher Education: Increasing the Value and Performance of University Processes Second Edition provides the understanding and the tools required to return education to the consumers it was designed to serve – the students. It supplies a unifying framework for implementing and sustaining a Lean Higher Education (LHE) transformation at any institution regardless of size or mission. Using straightforward language relevant examples and step-by-step guidelines for introducing Lean interventions this authoritative resource explains how to involve stakeholders in the delivery of quality every step of the way. The author details a flexible series of steps to help ensure stakeholders understand all critical work processes. He presents a wealth of empirical evidence that highlights successful applications of Lean concepts at major universities and provides proven methods for uncovering and eliminating activities that overburden staff yet contribute little or no added value to stakeholders. Complete with standardized methods for correctly diagnosing workplace problems and implementing appropriate solutions this valuable reference arms you with the understanding and the tools to effectively balance the needs of all stakeholders. By implementing the Lean practices covered in these pages your school will be better positioned to provide higher quality education at reduced costs with efficient processes that instill pride maximize value and respect the long-term interests of your students faculty and staff. This second edition contains a substantial update with expanded material and reflects the significant growth of LHE practices in colleges and universities worldwide. Because of advances in best practices as well as some modest research-based evidence this second edition includes many enhancements that provide particular value to LHE practitioners and higher education (HE) leaders. Since the initial publication of Lean Higher Education in 2010 the challenges of cost and affordability competition for students and faculty and calls for efficiency and accountability have only continued to grow requiring colleges and universities to pursue more radical and transformative change to ensure their success. This new edition provides a model for change based on more than 50 years of application in business and industry and almost 20 years in HE. It provides the information and evidence demanded by HE leadership to understand and embrace LHE as well as best practices processes and tools for implementing LHE in targeted areas or institution-wide. This book provides a conceptual framework for redesigning any university process such as admitting students paying a bill hiring faculty or processing a donor gift in a way that delights the beneficiary of that process respects the employees who support the process and reduce the cost of the process. A free companion guide to this book is available here: https://cabaa139-7c62-47ae-af03-e18f51efab1c. filesusr. com/ugd/f5359d_a064ca39f666408f851ffd282eb9a0a7. pdf The goal of this companion guide is to help you get the most out of your reading of Lean Higher Education. The guide is designed to support your deeper understanding and application of LHE whether you are reading the book (a) from cover to cover or select chapters; (b) reading it alone as a member of a workplace reading group or as a student in a classroom; (c) facilitating discussions of the chapters in the book; or (d) seeking guidance as you begin your own personal Lean Higher Education journey. | Lean Higher Education Increasing the Value and Performance of University Processes Second Edition

GBP 39.99
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