Table of Contents for Lean-Six Sigma for the Public Sector : Leveraging Continuous Process Improvement to Build Better Governments


List of Figures and Tables
ix
Preface xv
Introduction -- The Forcing Function 1(2)
Section 1 Overview of the Lean-Six Sigma Methodology
3(10)
Process Improvement
3(1)
Lean
3(1)
Six Sigma
4(1)
Integration of Lean and Six Sigma
5(1)
DMAIC
6(2)
Design for Six Sigma
8(2)
Value of Phase Tollgates
10(3)
Section 2 Challenges of Using Lean-Six Sigma in the Public Sector
13(18)
Hierarchical Environment
15(1)
Limited Sense of Urgency
16(2)
Leadership Support for Enterprise Programs is Difficult to Obtain
18(3)
Not Profit Focused
21(1)
Lack of Common Goals
22(2)
Lack of Customer Focus
24(2)
High Employee Turnover
26(1)
Complexity of Public Sector
27(2)
Mix of Employee Types
29(2)
Section 3 Laying the Groundwork for Success
31(34)
Expectation Setting
31(1)
Key Project Stakeholders and Team Members
32(2)
Executive Leadership and Deployment Champions
32(1)
Process Owners
32(1)
LSS Master Black Belts
33(1)
LSS Black Belts
33(1)
LSS Green Belts
33(1)
LSS Yellow Belts
33(1)
LSS White Belts
33(1)
Functional Subject Matter Experts
34(1)
Accounting and Finance
34(1)
Executive Steering Committee
34(2)
Integrated Stakeholder and Communication Plan
36(4)
Risk Management Plan
40(2)
Strategic Planning
42(2)
SMART Goals and Objectives
44(2)
Visible Balanced Scorecards and Metrics
46(3)
Create a Funding Re-allocation Plan
49(1)
Tailored Approach
50(1)
Where Do I Get My Projects?
51(10)
SWOT Analysis
52(1)
Project Selection Meeting
53(2)
Brainstorming
55(1)
Lean-Six Sigma Audit Worksheets
56(1)
Affinity Diagrams
57(1)
Multi-voting
58(1)
PICK Diagram
58(3)
Why Lean-Six Sigma Programs Fail
61(2)
Spotlight -- Building Effective Teams
63(2)
Section 4 Focus on Waste, Then Variation
65(50)
Value of a Project Kickoff Meeting
65(1)
Project Charter -- One Stop Shop for Why the Project is Being Pursued
66(4)
Business Case
67(1)
High Level Description of Current Process
67(1)
SMART Goals and Objectives
67(1)
Goal vs. Objective Statement
68(1)
Quantitative vs. Qualitative
68(1)
Project Scope
68(1)
High-Level Milestones
69(1)
Example Project Charter
69(1)
SIPOC
70(2)
Vo "X"
72(12)
Types
72(2)
Customer Segmentation
74(1)
Gathering Vo "X"
75(4)
Critical-to-Quality (CTQ) Elements
79(2)
Kano Analysis
81(2)
Integrated Vo "X" Approach
83(1)
Baseline Enterprise-wide Process Maps
84(10)
Standard Operating Procedures
94(3)
Spaghetti Diagrams
97(3)
Kaizen
100(2)
5S
102(5)
Sort
103(1)
Set in Order
104(1)
Shine
104(1)
Standardize
104(1)
Sustain
105(1)
Safety
105(1)
5S Events -- How do I Implement 5S?
105(2)
Future State Process Mapping
107(5)
Leverage Fast, Visible, Highly Impactful Successes
112(1)
Spotlight -- Facilitating Effective Meetings and Events
113(2)
Section 5 Basic Quality Tools
115(30)
Measurement Plan
116(4)
Benchmarking
120(1)
Run Charts
121(2)
Fishbone Diagrams
123(3)
Check Sheets
126(1)
Control Charts
126(6)
Histograms
132(3)
Pareto Charts
135(3)
Scatter Diagrams
138(3)
Implementation Plans
141(2)
Sustainment Plans
143(1)
Spotlight -- Pros and Cons in Utilizing Existing Data
144(1)
Section 6 Create a "Buzz"
145(4)
Stakeholder Involvement
145(1)
Visibility
146(1)
Continued Communication is Critical
146(1)
No Such Thing as a Problem, Just Opportunities
147(1)
Awards and Recognition in the Public Sector
147(1)
Spotlight -- Importance of Soft Skills in Lean-Six Sigma
148(1)
Section 7 Sustainment
149(8)
Dealing with Turnover
149(1)
Project and Data Transparency
150(1)
Civilian Component
151(1)
Importance of Good Governance
151(1)
Capturing Lessons Learned
152(1)
Repository of Best Practices
152(1)
Repository of Future Opportunities
153(1)
Agility
154(1)
Using Lean-Six Sigma for Organizational Design
154(1)
Spotlight -- Performance Measurement
155(2)
Section 8 Conclusion
157(8)
How Have We Overcome All the Public Sector Challenges?
157(1)
There Will Be Iterations Across the Phases
158(1)
Other Process Improvement Methods
158(2)
Even Change Leaders Need to Continuously Adapt
160(1)
Importance of Leadership Buy-in
160(2)
Continuous Improvement
162(1)
Spotlight -- Greening Your Organization Using Lean-Six Sigma
162(3)
Appendix A: Interview Questions 165(102)
Index 267