从质量优异到业绩卓越_管理的系统方法

FromQualitytoBusinessExcellenceASystemsApproachtoManagementAlsoAvailablefromASQQualityPress:TheExecutiveGuidetoImprovementandChangeG.DennisBeecroft,GraceL.Duffy,andJohnW.MoranTheChangeAgent’sGuidetoRadicalImprovementKenMillerTheChangeAgents’Handbook:ASurvivalGuideforQualityImprovementChampionsDavidW.HuttonManagingChange:PracticalStrategiesforCompetitiveAdvantageKariTuominenQualityProblemSolvingGeraldF.SmithRootCauseAnalysis:SimplifiedToolsandTechniquesBjørnAndersenandTomFagerhaugPrinciplesandPracticesofOrganizationalPerformanceExcellenceThomasJ.CartinSixSigmaProjectManagement:APocketGuideJeffreyLowenthalCustomerCenteredSixSigma:LinkingCustomers,Processimprovement,andFinancialResultsEarlNaumannandStevenH.HoisingtonISO9001:2000forSmallandMediumSizedBusinessesHerbertC.Monnich,Jr.TheCertifiedQualityManagerHandbook,SecondEditionDukeOkesandRussellT.Westcott,editorsTorequestacomplimentarycatalogofASQQualityPresspublications,call800-248-1946,orvisitourWebsiteat–Fromqualitytobusinessexcellence:asystemsapproachtomanagement/CharlesG.Cobb.p.cm.Includesbibliographicalreferences(p.)andindex.ISBN0-87389-578-91.Totalqualitymanagement.2.Organizationaleffectiveness.I.Title.HD62.15.C5632003658.4'013—dc212002156211©2003byASQAllrightsreserved.Nopartofthisbookmaybereproducedinanyformorbyanymeans,electronic,mechanical,photocopying,recording,orotherwise,withoutthepriorwrittenpermissionofthepublisher.10987654321ISBN0-87389-578-9Publisher:WilliamTonyAcquisitionsEditor:AnnemiekeKoudstaalProjectEditor:PaulO’MaraProductionAdministrator:GretchenTrautmanSpecialMarketingRepresentative:DavidLuthASQMission:TheAmericanSocietyforQualityadvancesindividualandorganizationalperformanceexcellenceworldwidebyprovidingopportunitiesforlearning,qualityimprovement,andknowledgeexchange.Attention:Bookstores,Wholesalers,SchoolsandCorporations: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,Wisconsin53203vDedicationandAcknowledgementsIwouldliketodedicatethisbooktothememoryofProfessorCharleyOsborn.CharleywasmyfacultyadviseratBabsonCollegewhenIdidmuchofthestudiesandresearchthatultimatelyledtothisbook.Charleywasamanofunboundedenergy,enthusiasm,andvision.HereceivednumerousfacultyawardsatBabsonfortheinspiringleadershipheprovidedtomanystudents.HefoughtbravelyagainstLouGehrig’sdisease(ALS)andpassedawaylatein2001.Hewillbesadlymissedbythemanypeopleheinspired,includingme.IwanttoacknowledgethefacultyandstaffofBabsonCollege,whereIreceivedaCertificateinAdvancedManagementin1998.Babsonisnotedamongbusinessschoolsforentrepreneurshipandencouragesstudentstodevelopandexplorenewideas.AnumberofpeopleontheBabsonfacultyencouragedmeandhelpedmetodevelopmanyoftheideasinthisbook.DaveKopcsowasoneofmyprofessorsatBabsonandjointlywroteapaperwithmeontheMicrosoft“.Net”architecturethatwasusedasthebasisofthesectioninthisbookon“Standards-BasedBusinessProcessesandSys-tems.”Dave’scoursesalways“pushed”theenvelopeofnewtechnologyandhelpedstudentsseehowtoapplyittobusinesssituations.BobReckwasalsoabiginspirationearlyinmystudiesatBabsoninthereengineeringarea,andDonnaStoddardsponsoredtheworkIdidasaresearchassociateonERPsystemsthatisthebasisofsomeofthematerialinchapter7.TherearemanypeoplewhocontributedtothedevelopmentoftheideasinthisbookthatIwouldliketospecificallyrecognize:•JerryButler—Jerryhasbeenmymanageratseveralpointsinmycareerandhasgivenmealotofgoodadviceandmentoringovertheyears.Inparticular,hewastheVicePresidentofOperationsatBriteVoiceSystemswhenIwasworkingforhimastheDirectorofQuality,andheknowsfirsthandhowdifficultthisistoputintoactualpractice.Jerry’sadviceandinputinthedevelopmentofthisbookhasbeeninvaluable.•LavGandhi,BillBishop,andDorothyCrooksarecolleaguesofminewhofullyunderstandtheseconceptsandareworkingtoputthemintopracticethroughtheEllicottGroupandtheBusinessExcellenceGroup.Theyreviewedthemanuscriptforthisbookandmadeanumberofcontributionstoitscontent.BillledaverylargebusinesssystemprojectwithDaimler-ChryslerServicesAsiaPacificthatisdocumentedinChapter4.Numerousotherpeoplereviewedthemanuscriptforthisbookandpro-videdhelpfulcomments,suggestions,andinputs,including:•MikeKatzorkeandBryanBluntatCessnaAircraft•MartyLustigandRobinCarlsonatSprint•Le