Download - Structuring for Performance Excellence
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04/21/23
Kimball Bullington, Ph.D.
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Would you tell me, please, which
way I ought to go from here?
Alice
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That depends a good deal on
where you want to get to.
Cheshire Cat
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2-4
Banks, ATMs, $ GeneralConvenienceLocationLocation
Disneyland, Publix, LL Bean
Superior customer service
ServiceService
Burger KingSupermarkets
VarietyVolume
FlexibilityFlexibility
FedEx, UPS, PayPal,One-hour photo
Rapid deliveryOn-time delivery
TimeTime
Sony TV,Lexus, Cadillac,Apple, Motorola
High-performance design or high quality Consistent quality
QualityQuality
Wal-MartMotel-6, Red Roof Inns
Low CostPricePrice
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04/21/23 Service Wastes
Goal Alignment Assignment Waiting Motion Processing
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04/21/23 Service Wastes
Focus Structure Discipline Commitment People Development
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04/21/23 Service Wastes
Control Variation Tampering Unreliability Lack of standardization Meetings
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04/21/23 Service Wastes
Sub-optimization Scheduling Work-around Uneven flow Queue time Inspection Errors
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04/21/23 Service Wastes
Lack of knowledge, skills, or ability. Mental errors – slips and mistakes. Sensory overload Mechanical breakdown Distractions Loss of memory Loss of emotional control
After LEMJ, GOAL
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04/21/23 Service Wastes
Inaccurate Information Hand-Off Communication Process Breakdown Translation Missing Information Irrelevant Information
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04/21/23 Service Wastes
Multiple systems Communication drops Slow / buggy computers Computer time wasters
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04/21/23 Service Wastes
Space / layout Clutter Customer variation Client variation
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1Leadership
4Measurement, Analysis, & Knowledge Management
6Process
Management
5Workforce
Focus
3Customer &
Market Focus
2Strategic Planning
7Results
Organizational Profile:Environment, Relationships, &
Challenges
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04/21/23
Protective Coatings City Government U.S. Army R&D Community Hospital Cathodic Protection Egg Products College of Business Medical Equipment Thermo-elec. Coolers
Food Manufacturing Financial Services Nameplates & Tags Aerospace Systems Mold Release
Agents Check Printing School in Rural
Alaska Business Products Metallurgical
Services
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04/21/23
Luxury Hotel Health Care Alliance Express Freight Industrial Distributor Chemical Mfg. Gas Turbines Credit Card Services Power Supply Mfg. Dental Products
Customer Satisfaction Research
Office Equipment Acoustical Tiles Petroleum Reserves Business
Improvement Consulting
Bank Major University Nuclear Fuel
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I would rather have a good plan, violently executed right now, than the perfect plan, three days from now. Maj. Gen. George Patton, December, 1944.
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Would you tell me, please, which
way I ought to go from here?
Alice
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Consider the Baldrige Award Criteria. It has been used by
successful organizations in many different
industries.
Cheshire Professor