经理手册：改进与变革

TheExecutiveGuidetoImprovementandChangeAlsoavailablefromASQQualityPress:TheQualityImprovementHandbookJohnE.Bauer,GraceL.Duffy,andRussellT.WestcottTheCertifiedQualityManagerHandbook,SecondEditionDukeOkesandRussellT.Westcott,editorsPrinciplesofQualityCosts:Principles,Implementation,andUse,ThirdEditionJackCampanella,editorTheChangeAgent’sGuidetoRadicalImprovementKenMillerFromQualitytoBusinessExcellence:ASystemsApproachtoManagementCharlesCobbTheChangeAgents’Handbook:ASurvivalGuideforQualityImprovementChampionsDavidW.HuttonManagingChange:PracticalStrategiesforCompetitiveAdvantageKariTuominenPrinciplesandPracticesofOrganizationalPerformanceExcellenceThomasJ.CartinCustomerCenteredSixSigma:LinkingCustomers,ProcessImprovement,andFinancialResultsEarlNaumannandStevenH.HoisingtonISO9001:2000forSmallandMediumSizedBusinessesHerbertC.Monnich,Jr.TorequestacomplimentarycatalogofASQQualityPresspublications,call800-248-1946,orvisitourWebsiteat–Theexecutiveguidetoimprovementandchange/G.DennisBeecroft,GraceL.Duffy,andJohnW.Moran.p.cm.Includesbibliographicalreferencesandindex.ISBN0-87389-579-7(Hardcover,casebinding:alk.paper)1.Organizationalchange.I.Duffy,GraceL.II.Moran,JohnW.,1944–III.Title.HD58.8.B4332003658.4'06—dc212003001445©2003byASQAllrightsreserved.Nopartofthisbookmaybereproducedinanyformorbyanymeans,electronic,mechanical,photocopying,recording,orotherwise,withoutthepriorwrittenpermissionofthepublisher.10987654321ISBN0-87389-579-7Publisher:WilliamA.TonyAcquisitionsEditor:AnnemiekeKoudstaalProjectEditor:PaulO’MaraProductionAdministrator:GretchenTrautmanSpecialMarketingRepresentative:RobinBarryASQMission:TheAmericanSocietyforQualityadvancesindividual,organizational,andcommunityexcellenceworldwidethroughlearning,qualityimprovement,andknowledgeexchange.AttentionBookstores,Wholesalers,Schools,andCorporations:ASQQualityPressbooks,videotapes,audiotapes,andsoftwareareavailableatquantitydiscountswithbulkpurchasesforbusiness,educational,orinstructionaluse.Forinformation,pleasecontactASQQualityPressat800-248-1946,orwritetoASQQualityPress,P.O.Box3005,Milwaukee,WI53201-3005.ToplaceordersortorequestafreecopyoftheASQQualityPressPublicationsCatalog,includingASQmembershipinformation,call800-248-1946.VisitourWebsiteat://[e-mail]e,Wisconsin53203TomywifeMaryLouise,andsonsMichaelandDouglas,whohavealwayssupportedandcontinuetosupportmeinallmyventures.—G.DennisBeecroftTomyhusband,JohnG.Duffy,andtoDr.MaryThornley,PresidentofTridentTechnicalCollege,whosupportedmyintensedesiretolearn.—GraceL.DuffyTomyfamily,andallthoseimprovementteamsIhaveworkedwithovertheyearsthathavecontributedgreatlytomyknowledgeofhowtodoorganizationalimprovementsuccessfully.—JohnW.MoranviiixTableofContentsForeword......................................xiPreface.......................................xiiiIntroduction:NotestotheReader........................xvIInitiatingChange.........................1Chapter1TheChallengeofSuccessfulandSustainableOrganizationalChange............................3JohnW.MoranandJeffryM.MeadChapter2ProblemSolvingandDecisionMakingforContinuousImprovement...........................17GraceL.DuffyChapter3QualityCosts............................31G.DennisBeecroftChapter4SupplyChainManagement....................39MikeH.EnsbyIIPathstoImplementation....................53Chapter5CorporatePlanningModels....................55G.DennisBeecroftChapter6CoreProcessRedesignandManagement.............67RichardA.WaksandJohnW.MoranChapter7UsingTeamstoAchieveOrganizationalImprovement.....81GraceL.DuffyxTableofContentsChapter8TheManagementandUtilizationofExternalResourcesintheWorkplace................................95JeffryM.Mead,JohnW.Moran,andJohnW.MoranIIIChapter9QualityManagementSystems...................111G.DennisBeecroftChapter10EnvironmentalManagementSystems..............123R.J.GarrisonChapter11LeanEnterprise..........................129GeorgeAlukalandAnthonyManosIIIMeasuringandEvaluatingImprovement..........145Chapter12CustomerSatisfactionAsaDriverforImprovementandChange...................................147GraceL.DuffyChapter13PerformanceEnhancementthroughManagementAudits...161TerryL.RegelChapter14Measurement—TheBalancedScorecard............179KevinSharlowChapter15SixSigma..............................195MichaelD.NicholsandRichardD.CollinsChapter16HowtoGetResults:SettingGoalsandHittingTargets....207MaryThornleyIVAppendixes...........................213AppendixAAudit-RelatedCertifications...................215AppendixBASQQ