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Book Excerpt: Table of Contents

Table of Contents

INTRODUCTION...................................................................i

CHAPTER 1—BASICS ........................................................1
How to Understand the Rest of the Book .........................1
Root Cause of the Mess (a.k.a. Blame) ..............................3
My Intent ...............................................................................7
What This Book Does .........................................................8
Lean Management Demystified .........................................9
The ABC Company Versus the XYZ Company .............10
The Big Four Principles .....................................................11
Practical Action #1 .............................................................12
The Role of Profit ...............................................................13
Introspection, Logic, and Reality ....................................14
Personal Life Impacts ........................................................21

CHAPTER 2—PRIORITIES ..............................................22
How to Truly, Effectively Prioritize .................................22
Practical Action #2 .............................................................22
Practical Action #3 .............................................................27
Practical Action #4 .............................................................27
Follow Up and Follow Through .......................................29
Practical Action #5 .............................................................32
Practical Action #6 .............................................................33
A Surface Symptom Example ............................................37
Characteristics of a True Priority .....................................39
Inefficiencies .......................................................................41

CHAPTER 3—LETTING GO .............................................44
How to Decide What Can Fall Off Your Plate ................44
Choosing One Over Another ...........................................45

CHAPTER 4—PRINCIPLES ..............................................48
How to Build the Launch Pad to Effectively Manage ...48
ABC Company’s Guiding Principles ................................54
More Big Picture Concepts ...............................................55
Vision and Mission Statements ........................................56
Strategizing ..........................................................................57
Culture ..................................................................................58

CHAPTER 5—COMMUNICATION ................................61
How to Communicate Effectively .....................................61
What Is Effective Communication? .................................61
Effective Communication: 50% Sender/50% Receiver ..63
Practical Action #7 .............................................................66
Practical Action #8 .............................................................68
Filters and Experience ........................................................70
Assumptions .......................................................................74
Practical Action #9 .............................................................75
An Assumption Exercise ...................................................79
Projecting You onto Others ..............................................80
Attitude and Effective Communication ...........................83
Judgments ............................................................................84
Tips to Make Communication Effective ..........................87
Open and Honest Communication ...................................92
Be Up Front (Open and Honest, cont’d.) .......................96
Leadership ...........................................................................99
Pendulum Management ...................................................102
Failure to Communicate Example ....................................104

CHAPTER 6—TOP DOG .................................................106
How to Know Where to Focus .......................................106

CHAPTER 7—GOALS ......................................................112
How to Achieve Goals in 5 Steps ....................................112
Step 1: Prioritization ...........................................................114
Step 2: Simplification .........................................................115
Step 3: Standardization .....................................................118
     Processes .......................................................................120
     Practical Action #10 .....................................................121
     Keeping on Track .........................................................122
     Process Clarity ..............................................................122
Step 4: Execution ...............................................................123
     Failure to Communicate ...............................................124
     Lack of Employee Buy-in ............................................125
     Lack of Employee Understanding .............................126
     Lack of Management Follow Through .....................127
     Lack of Measurable Tracking ....................................128
Step 5: Verification ............................................................129
     A Proper Metric ............................................................130
     Choose Metrics Carefully ...........................................141
     Finger Pointing Versus Raising Business Issues ...144
     Follow Up ......................................................................145

CHAPTER 8—PARTS .....................................................148
How to Work the Components of Business ................148
Practical Action #11 .........................................................148
Leaders’ Actions ..............................................................151
The Operations Hierarchy ...............................................152
1. Effective Communication .............................................154
2. Processes .......................................................................155
3. People .............................................................................156
4. Interactions ....................................................................157
     Practical Action #12 .....................................................158
5. Adjustments ...................................................................159
6. Profit ................................................................................160
A Focus on the Employees ..............................................161
Turf ......................................................................................163
Employee Job Knowledge ................................................166

CHAPTER 9—BRILLIANCE ............................................169
How to Achieve Operational Brilliance in 8 Steps ........169
Step 1 (Establish a strategy of clear, continuous. . .) .. 170
Step 2 (Establish a culture of unrelenting . . .) ...............175
     Employee Buy-in ...........................................................177
Step 3 (Initiate departmental performance . . .) ...............179
     Assessments ..................................................................181
     Conducting Departmental Assessments ...................182
Step 4 (Prioritize issues . . .) ..............................................184
Step 5 (Establish measurable goals &deadlines . . .) ....184
     Practical Action #13 ......................................................195
Step 6 (Track progress of goals & deadlines . . .) ..........195
Step 7 (Continually communicate expectations . . .) ......197
Step 8 (Adjust as necessary. Maintain constant . . .) ...199
     CURP ...............................................................................201

CHAPTER 10—CUSTOMERS .........................................206
How to Satisfy Customers versus Service Them ..........206

CHAPTER 11—TEAMWORK ........................................210
How to Achieve True Teamwork ....................................210
Teamwork Definitions and Observations ......................215
The Foundations of Teamwork  ......................................218
An Example of Conflicting Departments ........................222

CHAPTER 12—MEASURING .........................................227
How to Use Goals, Deadlines, and Evaluations ...........227
Scamming the Metrics: Example ......................................230
Scorecards ..........................................................................231
Excellent Companies .........................................................237
Certifications ......................................................................243

CHAPTER 13—MUSINGS ..............................................246
How to Round Out Your Management Expertise ........246
Be Specific .........................................................................246
Demand Accurate Communication ................................248
Be Consistent ....................................................................248
The Open Door Policy .....................................................249
Raise Your Hand When You See a Business Issue ....250
Speak Plainly .....................................................................251
The Tyranny of Perfection ..............................................255
Coaching Thoughts .........................................................255
Group Coaching ...............................................................256
Recognition and Rewards ..............................................257
Cynics ...............................................................................258
Conflict Resolution .........................................................258
Rewire Your Hot Buttons ...............................................260
Ready, Fire, Aim ..............................................................262

CHAPTER 14—SUMMARY .........................................266
Everything You Need to Know in Bullet Points ........266
Bullet Point Lessons ......................................................267
Summary of Practical Action Suggestions: ................270
Call to Action ..................................................................271
Final Thoughts ...............................................................272

ACKNOWLEDGEMENTS ..............................................iv

INDEX ...............................................................................vi