Tag: culture

Management Improvement Jobs

• Director of Process Improvement

Management Books

• Creativity: Flow and the Psychology of Discovery and Invention by Mihaly Csikszentmihalyi
  Drawing on hundreds of interviews with exceptional people, from biologists and physicists to politicians and business leaders to poets and artists, the author uses his famous "flow" theory to explain the creative process.

• The Leader's Handbook: Making Things Happen, Getting Things Done by Peter R. Scholtes
  Absolutely wonderful book - we give it our highest recommendation.

• No Contest: The Case Against Competition by Alfie Kohn
  This is the revised edition of the book first published in 1986. A book that makes you think and challenges many strongly held ideas. Very worthwhile.

• The New Economics: : For Industry, Government, Education by W. Edwards Deming
  Second Edition (reprint). The best of Deming's books for learning about his system for management. Packed with great thoughts but not as easy to read as the best books. This is a great book, but often it is best for managers already committed to finding new ideas.

• Rework: by Jason Fried, David Heinemeier Hansson
  Great book by the founders of 37 signals on how to get to work and avoid the distractions of bad management practices. Take a new look at how to work without the outdated traditions.

• Delivering Happiness: A Path to Profits, Passion, and Purpose by Tony Hsieh
  "Pay new employees $2000 to quit. Make customer service the entire company, not just a department. Focus on company culture as the #1 priority. Apply research from the science of happiness to running a business. Help employees grow both personally and professionally. Seek to change the world. Oh, and make money too. Sound crazy? It's all standard operating procedure at Zappos.com, the online retailer that's doing over $1 billion in gross merchandise sales every year."

• Toyota Kata: Managing People for Improvement, Adaptiveness and Superior Results by Mike Rother
  "Toyota Kata gets to the essence of how Toyota manages continuous improvement and human ingenuity, through its improvement kata and coaching kata. Mike Rother explains why typical companies fail to understand the core of lean and make limited progress—and what it takes to make it a real part of your culture." —Jeffrey K. Liker, bestselling author of The Toyota Way

• Our Iceberg Is Melting: Changing and Succeeding Under Any Conditions by John Kotter
  Harvard Business School professor Kotter teams up with executive Rathgeber to offer his contribution to the "business fable" genre. Kotter presents his framework for an effective corporate change initiative through the tale of a colony of Antarctic penguins facing danger-inspired, perhaps, by today's real-life global warming crisis. Under the leadership of one particularly astute bird, a small team of penguins with varied personalities and leadership skills implement a thoughtful plan for coaxing the other birds in their colony through a time of necessary but wrenching change.

• Understanding A3 Thinking: A Critical Component of Toyota's PDCA Management System by Art Smalley, Durward K. Sobek
  Winner of a 2009 Shingo Research and Professional Publication Prize. The A3 report has proven to be a key tool In Toyota’s successful move toward organizational efficiency, effectiveness, and improvement, especially within its engineering and R&D organizations. The power of the A3 report, however, derives not from the report itself, but rather from the development of the culture and mindset required for the implementation of the A3 system. In other words, A3 reports are not just an end product but are evidence of a powerful set of dynamics that is referred to as A3 Thinking.

Management Articles

• Managing Our Way to Economic Success: Two Untapped Resources by William G. Hunter
  "American organizations could compete much better at home and abroad if they would learn to tap the potential information inherent in all processes and the creativity inherent in all employees."

• 1999 Ritz-Carlton Baldrige Application Summary
  "We are ladies and gentlemen serving ladies and gentlemen." That is Ritz's motto. And they provide an excellent example of using a vision to drive corporate behavior. Unlike most ignored visions this one drives how the Ritz is managed.

• Why I Sold Zappos by Tony Hsieh
  "Amazon tries to deliver a great customer experience is by offering low prices, whereas at Zappos we don't try to compete on price. If Amazon gets a lot of customer service calls, it will try to figure out why -- maybe there's something confusing about the product description -- and then it will try to fix the problem so that it can reduce the number of phone calls, which keeps prices low. But at Zappos, we want people to call us... But as I talked to Jeff, I realized that there were similarities between our companies, too. Amazon wants to do what is best for its customers -- even, it seemed to me, at the expense of short-term financial performance. Zappos has the same goal. We just have a different philosophy about how to do it."

• Jeff Bezos's mission: Compelling small publishers to think big by Jeff Bezos
  "I would hope people would say that Amazon is earth's most customer-centric company, and that we work backwards from customers. Many companies sort of look at what their skills are and they work forward from their skills. They say this is what we're good at, and this is what we'll do. It's a very different approach from saying here is what our customers need, and we will learn whatever skills we need. ... the key is that the company has to experiment, and what you want to try and do is reduce the cost of experimentation so you can do as many experiments per unit time as possible ... and they're not experiments if you know they're going to work."

• Theo Albrecht, Trader Joe's, and Ruthless Focus by Wally Bock
  "When you've got a strategy that works, stay with it. That frees your people up to lavish innovation on the strategy. It helps you concentrate your resources and your efforts."

• Inside the secret world of Trader Joe's
  "All of that can lead to a better customer experience. A ringing bell instead of an intercom signals that more help is needed at the registers. Registers don't have conveyor belts or scales, and perishables are sold by unit instead of weight, speeding up checkout. Crew members aren't told the margins on products, so placement decisions are made based not on profits but on what's best for the shopper. Every employee works all aspects of the store, and if you ask where the roasted chestnuts are he'll walk you over instead of just saying 'aisle five.' Want to know what they taste like? He can probably tell you, and he might even open the bag on the spot for you to try."

• Innovation Democracy: W.L. Gore's Original Management Model by Gary Hamel
  "Was it possible to build a company with no hierarchy—where everyone was free to talk with everyone else? How about a company where there were no bosses, no supervisors, no managers and no vice presidents?... Could you create a company with no 'core' business, one that was as focused on creating the future as on preserving the past? The answers to each of these questions was an emphatic "Yes!" And Gore quickly became a model for both organizational and product innovation (not to mention a remarkable business success)."

• Create a System That Lets People Take Pride in Their Work by John Hunter
  "Using the term implies that it one person empowers another person. This is not the correct view. Instead we each play a role within a system. Yes there are constraints on your actions based on the role you are playing. Does a security guard empower the CEO to enter the building? ... You don't need to think about empowering people if you have a system that lets people take pride in what they do. If you think you need to empower staff, instead fix the system that requires you to think they are in need of empowerment."

• Knowledge workers are the new capitalists by Peter Drucker
  "knowledge workers are highly mobile within their specialism. They think nothing of moving from one university, one company or one country to another, as long as they stay within the same field of knowledge. There is a lot of talk about trying to restore knowledge workers' loyalty to their employing organisation, but such efforts will get nowhere. Knowledge workers may have an attachment to an organisation and feel comfortable with it, but their primary allegiance is likely to be to their specialised branch of knowledge."

• Respect for People by Art Smalley
  "The fifth item of my list pertains to development of employee talent over time. Respect for people means developing their latent skills in both on the job and off the job training. It is easy to invest money in new technology, software, or equipment. It takes time, effort, and planning to invest in employee skills development. Canned training programs and Powerpoint slide presentations do not do the job."

• A Call for Continued Open Standards and Net Neutrality
  by Tim Berners-Lee. "The primary design principle underlying the Web’s usefulness and growth is universality. When you make a link, you can link to anything. That means people must be able to put anything on the Web, no matter what computer they have, software they use or human language they speak and regardless of whether they have a wired or wireless Internet connection. The Web should be usable by people with disabilities. It must work with any form of information, be it a document or a point of data, and information of any quality—from a silly tweet to a scholarly paper. And it should be accessible from any kind of hardware that can connect to the Internet: stationary or mobile, small screen or large."

• Why Good People Do Bad Things
  "The researchers ran a number of fascinating field experiments to test whether subtle signs of disorder in the environment could create bad behavior in other domains. ... The research I’ve described to this point demonstrated that when people observe that their peers have violated one social norm, they are more likely to violate a related but different social norm."

• Jim Womack on How Toyota Rose and Fell by Jim Womack
  "He argued that rapid expansion was leaving Toyota short of experienced managers, and it would fail if they reverted to modern-management mentality and didn't learn lean principles. If that happens, 'Toyota will become just another company.'"

• Jim Womack on How Toyota Rose and Fell by Jim Womack
  "He argued that rapid expansion was leaving Toyota short of experienced managers, and it would fail if they reverted to modern-management mentality and didn't learn lean principles. If that happens, 'Toyota will become just another company.'"

• Zenjidoka - A Simple Tool for a Complex Problem by Norman Bodek
  "Had the tools of the Toyota Production System been extended from the factory floor worker to every employee who makes contact with the customer, Toyota could have dramatically reduced the resulting financial impact and human tragedy. ... Zenjidoka is a new word meaning "Total Jidoka." Instead of confining Jidoka to the factory floor, Zenjidoka extends Jidoka to every employee who has any contact with the end customer."

• A Little Enlightened Self-Interest
  "Great workplaces aren't born from some accidental confluence of motivated workers, bountiful benefits, and dogs in the office. They are created, purposefully, by leaders... Chouinard [Patagonia]: The title of my book is Let My People Go Surfing. It means I don't care when you work. All I care about is that the job gets done and the work is excellent. If you come in at 7 at night because you want to go surfing at 2 in the afternoon, that is fine with me. But it can't impact your fellow workers."

• Why Lean Programs Fail by Jeffrey Liker, Mike Rother
  "a large survey conducted by Industry Week in 2007 found that only 2 percent of companies achieved their anticipated results... When we look at lean in this way it is not only a set of techniques for eliminating waste, but a process by which managers as leaders develop people so that desired results can be achieved, again and again. That means coaching people in practicing an improvement kata every day."

• Why I Run a Flat Company by Jason Fried
  "At 37signals, however, we have a different position on ambition. We're not big fans of what I consider 'vertical' ambition—that is, the usual career-path trajectory, in which a newbie moves up the ladder from associate to manager to vice president over a number of years of service. On the other hand, we revere "horizontal" ambition—in which employees who love what they do are encouraged to dig deeper, expand their knowledge, and become better at it. We always try to hire people who yearn to be master craftspeople, that is, designers who want to be great designers, not managers of designers; developers who want to master the art of programming, not management."

• The Black Team - Software Testing at IBM
  "Management noticed that certain software testers were 10 to 20 percent better at finding defects than their peers. By putting these people on the same team, they reasoned, they could form a group that would be 10 or 20 percent more effective and then put the team to work testing the most critical system components. It didn't turn out that way. ... Soon the members of team were twice and then dozens of times more effective than their peers, and they began to view their jobs not as testing software, but as breaking software. Team members took a well-deserved pride in their abilities and began to cultivate an image of villainous destroyers. As a group, they began coming to work dressed in black and took to calling themselves "The Black Team.'"

• From Recalls to Redemption: Toyota Did Not Lose its “Way” by Jeffrey Liker
  "More important, the Toyota Way is guiding their long-term response based on deeply reflecting (hansei), taking responsibility, developing appropriate counter-measures with real punch, and relentlessly implementing the countermeasures. We believe we will see an even stronger and better Toyota that we can be proud of for decades to come."

• 7 Amish Habits to Make You Lean and Wealthy by Jon Miller
  "Permit experimentation. While each Amish community adheres to their rules or "Ordnung", there is local variation between communities. For various reasons communities chose to allow certain innovations."

• 7 Amish Habits to Make You Lean and Wealthy by Jon Miller
  "Permit experimentation. While each Amish community adheres to their rules or "Ordnung", there is local variation between communities. For various reasons communities chose to allow certain innovations."

• Zenjidoka III - Building Excellent People by Norman Bodek
  "Zenjidoka teaches employees (including the dealers) to be self-reliant, empowering them to use every tool and resource at their disposal to immediately investigate and address the customer’s problem... Companies that want to extend quality beyond the factory walls and implement Zenjidoka need to have employees who are skilled enough that they can be trusted with the autonomy to identify and solve customer problems. The development of excellent employees, or Hitozukuri, is necessary to make Zenjidoka work."

• It's Not Just Standing Up: Patterns for Daily Standup Meetings by Jason Yip
  "It is too easy to confuse effort with work. The stand-up should encourage a focus on moving work through the system in order to achieve our objectives, not encourage pointless activity. ... Post raised obstacles to an Improvement Board. This is a publicly visible whiteboard or chart that identifies raised obstacles and tracks the progress of their resolution. An Improvement Board can be updated outside of stand-ups and serves as a more immediate and perhaps less confronting way to initially raise obstacles."

• Jobs made Apple great by ignoring profit by Clayton Christensen
  "When the pressure is on and the CEO of a big public company has to choose between doing what’s best for the customer or making the quarter’s numbers… most CEOs will choose the numbers. Apple never has... Profitability isn’t at the center of every decision. Apple's focus is on making truly great products — products so great that its own employees want to use them. That philosophy has made Apple one of the most innovative companies in the world."

• Are lean principles universal? by Michael Ballé
  "There is only one golden rule: we make people before we make parts. This requires a spirit of challenge, open mind and teamwork, as Pascal Dennis phrased it in his great lean novel Andy and Me. Every industry is different, but all human beings share the same capabilities and potentials – that is universal. As one Sensei once told me, the biggest room is the room for improvement."

• How to Get a New Management Strategy, Tool or Concept Adopted by John Hunter
  "Often when learning about Deming’s ideas on management, lean manufacturing, design of experiments, PDSA… people become excited. They discover new ideas that show great promise to alleviate the troubles they have in their workplace and lead them to better results. But how to actually get their organization to adopt the ideas often confounds them..."

• How An Aeron Chair Gets Built Every 17 Seconds
  "At Herman Miller, they average 1,200 'plan-do-check acts'--that is, little proposed changes to the assembly process--ever year. ... A decade ago, an Aeron took more than 600 seconds in total to build. Today, it’s about 340. Meanwhile, safety metrics have improved by a factor of 6. Quality metrics have improved by a factor of 10. A single Aeron takes one fifth of the labor to make that it once did. The actual factory itself is 10 times smaller. Today, Herman Miller is doing far more with the same labor force that was once producing a sum total of five different office chairs. Today, they produce 17, using roughly the same number of people. And all the while, lead times have shrunk from two months to as little as 10 days." "

• Inside Amazon's Idea Machine: How Bezos Decodes The Customer by Jeff Bezos
  "For Bezos a data-driven customer focus lets him take risks to innovate, secure in the belief that he’s doing the right thing. 'We are comfortable planting seeds and waiting for them to grow into trees,' says Bezos. 'We don’t focus on the optics of the next quarter; we focus on what is going to be good for customers. I think this aspect of our culture is rare.'"

• Systems Have Their Place: Second Place by Tom Peters
  "too much reliance on the apparently 'hard' procedures of, say, six-sigma programs and not enough attention to those underlying, apparently 'soft' attributes such as the respect for and engagement of the workforce. To support my point, I’ll offer up nine case studies of quality programs, often in incredibly resistant environments, that did produce remarkable results. It turns out that they have two principal elements in common: * Passionate local leadership * A bedrock corporate culture that supports (or comes to support) an ethos of superior quality work and, indeed, excellence as standard fare."

Management Web Sites and Resources

• Curious Cat Management Improvement Articles by John Hunter
  Hundreds of useful management articles hand selected to help managers improve the performance of their organization. Sorted by topic including: Deming, lean manufacturing, six sigma, continual improvement, innovation, leadership, managing people, software development, psychology and systems thinking.

• Work Matters by Bob Sutton
  

• Signal vs. Noise
  Blog on design, business, experience, simplicity, the web, culture and software development.

• Chief Happiness Officer
  Blog by Alexander Kjerulf. "Work can be energizing, meaningful, inspiring and plain old fun. When it is, we enjoy work more, we enjoy life more and we get more done on the job."