This new edition of this bestselling guide offers an integrated approach to process improvement that delivers quick and substantial results in quality and productivity in diverse settings. The authors explore their Model for Improvement that worked with international improvement efforts at multinational companies as well as in different industries such as healthcare and public agencies. This edition includes new information that shows how to accelerate improvement by spreading changes across multiple sites. The book presents a practical tool kit of ideas, examples, and applications.
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Foreword xi
Preface xv
Acknowledgments xviii
The Authors xix
Introduction: The Improvement Guide, Second Edition 01
PART ONE: INTRODUCTION TO IMPROVEMENT 13
Chapter One: Changes That Result in Improvement 15
Principles of Improvement 15
The Model for Improvement 23
Key Points from Chapter One 25
Chapter Two: Skills to Support Improvement 27
Supporting Change with Data 28
Developing a Change 35
Testing a Change 41
Implementing a Change 43
Spreading Improvements 44
The Human Side of Change 45
Key Points from Chapter Two 46
Chapter Three: Improvement Case Studies 49
Case Study 1: Improving the Morning Meeting 49
Case Study 2: Improving Service in a Dental Office 54
Case Study 3: Improving Methods for Teaching Biology 60
Case Study 4: Contamination in Shipping Drums 63
Case Study 5: Reducing Energy Use in School 66
Key Points from Chapter Thlă%
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