Cover image for Office kaizen : transforming office operations into a strategic competitive advantage
Office kaizen : transforming office operations into a strategic competitive advantage
Lareau, William.
Personal Author:
Publication Information:
Milwaukee, Wis. : ASQ Quality Press, [2003]

Physical Description:
x, 174 pages : illustrations ; 23 cm
General Note:
Includes index.
Format :


Call Number
Material Type
Home Location
Item Holds
HD58.8 .L373 2003 Adult Non-Fiction Non-Fiction Area

On Order



Many business functions have been significantly improved through the use of a variety of quality techniques, but for the most part office and administrative functions have not kept pace. Most companies find it difficult to reduce costs in the office without noticeable sacrifices in performance. Some progressive companies are seeing improvements in their office environments through the use of Office Kaizeno, which emphasizes making continuous improvements over the long haul. Office Kaizen: Transforming Office Operations Into a Strategic Competitive Advantage presents a unified, consistent approach that enables businesses to establish a strategic competitive advantage by significantly improving the efficiency, quality and productivity of their office and administrative processes. Office Kaizen is the most complete and practical guide to continuous improvement in a service environment I have seen. - Neil Novich Chairman and CEO Ryerson Tull, Inc. Finally a book that recognizes the need to get off the factory floor and improve the operations of the rest of the organization. Office Kaizen provides the foundation for continuous improvement for the entire organization. - G. Thomas Marsh President and General Manager, Astronautics Operations Lockheed Martin Space Systems Company.

Author Notes

William Lareau is co-owner of Implementation Services, LLC

Table of Contents

Acknowledgmentsp. ix
Chapter 1 Introductionp. 1
Chapter 2 What Is Office Kaizen and What Does It Do? A "Ten Thousand Foot" Viewp. 9
Office Kaizen Is Not a New Conceptp. 11
Management's "Blind Spot"p. 12
Process Levels and Management Strategies: The Logic behind Office Kaizenp. 13
The Parameters of Leadership and the Office Kaizen Cubep. 16
Office Kaizen and SLIM-ITp. 17
Chapter 3 Surface Wastes ... The Silent Killersp. 19
People Wastesp. 22
Process Wastesp. 25
Information Wastep. 32
Asset Wastep. 35
Dealing with Surface Wastep. 37
Chapter 4 Leadership Waste and the Executive Challengep. 39
Focusp. 40
Focus Wastep. 42
Structurep. 43
Structure Wastep. 44
Disciplinep. 45
Discipline Wastep. 46
Ownershipp. 47
Ownership Wastep. 48
Chapter 5 Getting Human Nature on Your Sidep. 51
Organizational Culture and Individual Behaviorp. 52
Control Theory: The Five Needs That Drive All Human Behaviorp. 54
Involvement and Commitmentp. 55
Small Group Formationp. 56
Conformityp. 56
Social Loafingp. 57
Authority and Statusp. 57
Polarizationp. 58
Cognitive Dissonancep. 58
What Do These Tendencies Create?p. 59
Chapter 6 The Concept of SLIM-IT and the Structure of Changep. 63
The Concept of SLIM-ITp. 64
Structured Change Managementp. 66
The Executive Steering Committeep. 66
Change Teamsp. 68
Championsp. 71
Chartersp. 72
Chapter 7 The Lean Daily Management Systemp. 73
Intact Work Groups: The Focus of the LDMSp. 75
Elements of the LDMSp. 76
Chapter 8 Mentoring And Trainingp. 85
Why Is Mentoring Essential?p. 86
How Many Mentors?p. 87
What Must Be Mentored?p. 92
The Place of Training in Office Kaizenp. 95
Implementation Alternativesp. 96
Chapter 9 The KCG 20 Keys Approachp. 101
Final Commentp. 112
Chapter 10 How to Integrate Office Kaizen with "Big Name" Tools and Approachesp. 115
Balanced Scorecardp. 117
Value Stream Mappingp. 118
Reengineering/Continuous Improvementp. 119
Six Sigmap. 120
Lean Manufacturingp. 121
Project Managementp. 122
ISO 9000/QS-9000p. 123
DOE/Shaininp. 124
Integrated Product Development (IPD)p. 125
Enterprise Softwarep. 126
Final Commentsp. 127
Chapter 11 The Lens for Focus: Metricsp. 129
The Place of Metrics in SLIM-ITp. 131
What Makes A Good Metric?p. 132
Leadership and Management Metricsp. 135
Costs Are Not Good Metricsp. 138
Internal and External Customersp. 139
Final Commentsp. 141
Chapter 12 The Realities of Implementationp. 143
Each Site Stands Alonep. 143
The Role of Leadership at Various Levelsp. 144
Mistakes to Avoidp. 146
Bringing It All Togetherp. 148
Epilogue: Two Years Laterp. 149
Appendix A KCG 20 Keys of Office Kaizenp. 155
Glossary of Important Termsp. 165
Indexp. 171