Patel - Business excellence: exceeding your customers expectations each time, all the time

BUSINESS EXCELLENCE

Exceeding Your Customers' Expectations Each Time, All the Time

SURESH PATEL

CRC Press

Taylor & Francis Group

6000 Broken Sound Parkway NW, Suite 300

Boca Raton, FL 33487-2742

2017 by Taylor & Francis Group, LLC

CRC Press is an imprint of Taylor & Francis Group, an Informa business

No claim to original U.S. Government works

Printed on acid-free paper

Version Date: 20160421

International Standard Book Number-13: 978-1-4987-5124-7 (Hardback)

This book contains information obtained from authentic and highly regarded sources. Reasonable efforts have been made to publish reliable data and information, but the author and publisher cannot assume responsibility for the validity of all materials or the consequences of their use. The authors and publishers have attempted to trace the copyright holders of all material reproduced in this publication and apologize to copyright holders if permission to publish in this form has not been obtained. If any copyright material has not been acknowledged please write and let us know so we may rectify in any future reprint.

Except as permitted under U.S. Copyright Law, no part of this book may be reprinted, reproduced, transmitted, or utilized in any form by any electronic, mechanical, or other means, now known or hereafter invented, including photocopying, microfilming, and recording, or in any information storage or retrieval system, without written permission from the publishers.

For permission to photocopy or use material electronically from this work, please access www.copyright.com (http://www.copyright.com/) or contact the Copyright Clearance Center, Inc. (CCC), 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400. CCC is a not-for-profit organization that provides licenses and registration for a variety of users. For organizations that have been granted a photocopy license by the CCC, a separate system of payment has been arranged.

Trademark Notice: Product or corporate names may be trademarks or registered trademarks, and are used only for identification and explanation without intent to infringe.

Library of Congress Cataloging-in-Publication Data

Names: Patel, Suresh (Quality management consultant), author.

Title: Business excellence : exceeding your customers expectations each time, all the time / Suresh Patel.

Description: 1 Edition. | Boca Raton : CRC Press, [2017] | Includes bibliographical references and index.

Identifiers: LCCN 2016002060 | ISBN 9781498751247

Subjects: LCSH: Organizational effectiveness. | Strategic planning.

Classification: LCC HD58.9 .P378 2016 | DDC 658--dc23

LC record available at https://lccn.loc.gov/2016002060

Visit the Taylor & Francis Web site at
http://www.taylorandfrancis.com

and the CRC Press Web site at
http://www.crcpress.com

I dedicate this book to Mr. K.K. Nair, executive director, Ahmedabad Management Association (AMA), who has encouraged me to write it after observing an excellent feedback from the delegates at the first ever Lean Six Sigma three-day course at the AMA in June, 2011.

I also dedicate this book to my dear wife, Pushpa, who had to bear many disruptions and inconveniences without my help, and without whose full cooperation, this book would not have materialized.

Contents

1. If you believe in a product, dont give it up halfway through. Be on it. You will succeed one day and the results will be good.

2. Have patience during difficult times. Dont lose your balance, and try to carry the team with you.

3. If it is a new business, plan for 50% more to standby so that you dont have to close the business or run away.

4. There is a lot of scope in manufacturing. The worlds emerging economies can become strong in the long run only through the manufacturing base, and not the service base. A service base is only temporary. This will not create long-term employment.

Suresh met me a month ago and requested that I write a foreword for his sister books: The Global Quality Management System: Improvement through Systems Thinking; Lean Transformation: Cultural Enablers and Enterprise Alignment; The Tactical Guide to Six Sigma Implementation; and Business Excellence: Exceeding Your Customers Expectations Each Time, All the Time.

When I met Suresh, and came to know about his operational excellence experience of more than two decades with multinational corporations like Eaton Corporation and Fiat Global, a bell rang inside me and I made up my mind not only to pen the foreword but also to leverage his Spanish language command to boost the performance of one of my South American Chilean units engaged in manufacturing wear-resistant products and material handling for the mining industry.

I knew Suresh well when I invited him to our Kolkata headquarters, to spend one week at the Tega head office and the main plant at Joka, Kolkata. It was evident from the feedback report I received from my plant management team that these sister books will clear the cobwebs and prepare any organization for the journey of continuous quality improvement.

These sister books are unique and comprehensive how to understand and implement a Global Quality Management System, Lean System, Six Sigma methodology, and Business Excellence Strategy to achieve world-class business excellence. The author has succinctly summarized the business excellence concept and the body of knowledge of this book by illustrating the business excellence pyramid with the following foundations: Management Systems at the system level, Lean System at the operational level, Six Sigma methodology at the tactical level, and Business Excellence at the strategy level.

The Global Quality Management System: Improvement through Systems Thinking is about the Global Quality Management System (GQMS). It starts by paying homage to leading Quality gurus. Having illustrated systems thinking as opposed to the command and control system, the author then stresses the fact that command and control system can at worst influence people to behave in ways which dissatisfy the customer and/or sub-optimize performance.

The main emphasis of any quality management system is on the process. The Global Quality Management System: Improvement through Systems Thinking stresses the importance of the processits identification, definition, improvement, and control using Turtle diagram and its extension to SIPOC (suppliers, inputs, process, outputs, and customers) diagrams. The processes discussed include, among others, main business processes such as the HR (Human Resource) Process, the Finance Process, the Project Management Process, and, importantly, the Process of improving the Process.

Every documented GQMS has focus on customer requirements and management system processes, which lead to customer satisfaction. To this end, the author has included advanced processes to comply with ISO 9001, ISO/TS 16949, and AS 9100 standards, and elaborated on management improvement through extensive PDCA (PlanDoCheckAct) analysis and the problem-solving methodology involving the famous eight disciplines process (8D). The Check and Act phases are discussed extensively through audit processes and a PCPA process (Process Control Plan Audit) as practiced by most automotive and multinational corporations.

Lean Transformation: Cultural Enablers and Enterprise Alignment