Total Organizational Excellence: Achieving World-Class Performance | by John S. Oakland | ISBN: 9780750652711. Performance Improvement Framework. Process Management and Improvement.
Total Organizational Excellence: Achieving World-Class Performance
by John S. Oakland
ISBN:9780750652711
Drawing on extensive research and case study work, this practical book sets down an implementation framework to guide managers on how to improve business performance in all types of organizations.
Get this PDF EBook by clicking below: |
Total Organizational Excellence—Achieving World-Class Performance
Preface
Chapter 1 – A Framework for Total Organizational Excellence
Key points
Avoiding the confusion
Strategic planning for excellence
Chapter 2 – Leadership, Commitment and Culture
Key points
Commitment and policy
Creating or changing the culture
Effective leadership
Ten principles for senior management
Chapter 3 – Strategic Planning
Key points
The management of change
Integrating organizational excellence into the strategy of the business
Deliverables
Chapter 4 – Quality and Processes
Key points
Quality and competitiveness
Customers and the quality chains
Design and conformance
Managing processes
Excellence starts with ‘marketing’
Excellence in all functions
Chapter 5 – Process Analysis
Key points
The Process Classification Framework
About the framework
Process modelling
Flow charting
Process management and improvement – ten steps
Chapter 6 – Process Documentation and Systems
Key points
Why a documented system?
Quality management system design
Environmental management systems
Internal and external management system audits and reviews
Quality auditing standard
The rings of confidence
Chapter 7 – Self-Assessment – Gap Analysis
Key points
Frameworks for self-assessment
The Baldrige National Quality Award criteria (USA)
The European Quality Award
Methodologies for self-assessment
A few last words on self-assessment
Chapter 8 – Benchmarking
Key points
Benchmarking – what is it and what are the benefits?
Benchmarking in practice
The purpose and practice of benchmarking
Gaining management support and direction
Are you ready for benchmarking?
Chapter 9 – Defining Improvement Opportunities and Prioritizing
Key points
A systematic approach
Some basic tools and techniques
Some additional tools for improvement, identification and prioritization
Prioritizing for improvement and breakthrough
Chapter 10 – People – Their Development and Teamwork
Key points
Responsibilities and performance management
The need for teamwork
Action centred leadership
Stages of team development
Personality types and the MBTI
Interpersonal relations – FIRO-B and the Elements
The five ‘A’ stages for teamwork
Steering committees and teams
Team performance and culture
Chapter 11 – People – Communications and Training
Key points
Communicating strategy and change
Types of communication
Communication skills
It’s Friday – it must be training
Follow-up and consulting
Chapter 12 – Re-visioning and Business Process Re-design
Key points
Re-engineering the organization?
What is BPR and what does it do?
Processes for re-design
Focus on results
The redesign process
BPR – the people and the leaders
Chapter 13 – Continuous Improvement
Key points
The basic principles of continuous improvement
Implementing teamwork for continuous improvement – the ‘drive’ model
Steps in the introduction of continuous improvement teams
Statistical process control
Chapter 14 – Performance Measurement and Feedback
Key points
Performance measurement and the improvement cycle
The performance measurement framework
Summarizing performance measurement and feedback to the total organizational excellence model
Bibliography
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