The second edition of Enterprise Excellence Handbook is a step-by-step guide to success designed for leaders and practitioners. It is organized in five major sections describing strategy, culture, project management, problem solving, and workshop facilitation. It is a must-have resource that will guide you in creating immediate and sustainable value for your organization. This Handbook includes: Strategy Driven for Success to define, deploy, and achieve strategic objectives; Cultural Engagement for Success to create an engaged and high-performing culture; Project Management for Success to complete projects within budget and on time; Problem Solving for Success to eliminate the root cause and implement a sustainable solution; Workshop Facilitation for Success to efficiently and effectively facilitate fast-paced events - problem-solving workshops and other types of workshops. With the purchase of this handbook, the reader has access to a downloadable file containing all templates referenced in the book.

This volume thoroughly documents Integrated Enterprise Excellence (IEE) benefits and measurement techniques and provides a step-by-step Project Define-Measure-Analyze-Improve-Control (P-DMAIC) roadmap, enabling a true integration of Six Sigma and Lean tools.

A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.

Enterprise Excellence: A Modern Approach to Organizational Change and Leadership using Blended Quality Management prepares students to utilize strategic thinking and Lean Six Sigma (LSS) practices and techniques to improve operations and reduce inefficiencies. Using Six Sigma's DMAIC-define, measure, analyze, improve, control-process, students apply concepts and tools by leading and participating in an actual LSS project. The book is organized so that it walks students, practitioners, and leaders through each step of the LSS DMAIC process through interactive, hands-on modules. In the opening module, students select a project and describe the process, opportunity, and goal (Define). Additional chapters guide students through collecting data and defining metrics (Measure); identifying potential solutions (Analyze); testing theories, piloting solutions, and rolling out solutions (Improve); and monitoring results to assess and maintain the overall gain (Control). The text includes a project guide and a collection of case studies to help students connect critical concepts with practical application. Enterprise Excellence helps students build their understanding of process improvement, practice running a team project, achieve meaningful results, and apply their new skills and tools in real-world projects. The book is an exemplary resource for courses and programs in business and organizational change/management.

This book guides readers through a very comprehensive, step-by-step process to produce professional-quality business plans to attract the financial backing entrepreneurs need, no matter what their dream.

The Integrated Enterprise Excellence (IEE) system is a set of management techniques that innovatively builds on practices derived from the strengths of past systems--applying structured metrics and a no-nonsense roadmap to initiate process improvement and achieve predictable and sustainable bottom-line benefits.

Two experts in enterprise architecting lay out a holistic approach to creating a blueprint for future enterprise transformation. Every enterprise evolves continuously, driven by changing needs or new opportunities. Most often this happens gradually, with small adjustments to strategy, organization, processes, or infrastructure. But sometimes enterprises need to go beyond minor fixes and transform themselves, in response to a disruptive event or dramatically changing circumstances—a merger, for example, or a new competitor. In this book, enterprise architecting experts Deborah Nightingale and Donna Rhodes offer a framework for enterprise transformation. Successful transformation, they believe, starts with a holistic approach, taking into consideration all facets of the enterprise and its environment rather than focusing solely on one factor—information technology, for example, or organizational structure. This is architecting the future enterprise: creating a blueprint for what the enterprise will look like after the transformation. Nightingale and Rhodes introduce the ARIES (Architecting Innovative Enterprise Strategy) framework, including a ten enterprise element model and an architecting process model, and show how to apply it, from start to finish. They explain how to create a holistic vision for the future enterprise and how to generate concepts and alternative architectures; they describe techniques for evaluating possible architectures, tools for implementation planning, and strategies for communicating with stakeholders. Nightingale and Rhodes offer real-world examples throughout, drawing on their work at MIT, with an extensive case study of enterprise transformation at a medical device manufacturer. An appendix offers two additional architecting projects. Seven Architecting Imperatives • Make architecting the initial activity in transformation. • Develop a comprehensive understanding of the enterprise landscape. • Understand what stakeholders value and how that may change in the future. • Use multiple perspectives to see the whole enterprise. • Create an architecting team suited to the transformation challenges. • Engage all levels of leadership in transformation. • Architect for the enterprise's changing world.