baseball team, 78
bottleneck, of process, 41–43, 60
business, 12
business organization, 73
capacity, concept of, 40–41, 43
communication
action creation through, 110
breakdowns, 112
standards, performance improvement, 111–112
competence, 84
coordination
methods, responsiveness and cost for, 92
self-direct work teams for, 99–100
process at post office, 34
requirements dimensions, identifying, 24
waiting, 52
delighter (attractive), 22, 23
dissatisfied customer, 23
EHR. See electronic health records
electronic health records (EHR), 94
empowerment
dimensions of, 84
employee, 79
Ford, Henry, 7
gembutsu, 108
header cards, 20
information and knowledge, sharing of, 6
interview data
inventory, 37
build up, 45
job description, 5
people and, 73
lean managers, 6
decisions, 66
and employee empowerment, 79
requirements in, 31
Likert-type “Agree-Disagree” scale, 21
management system, 5
Ohno, Taiichi, 8
operational expense, 69
operational structure, 95
operations management, 27
operations manager, 27
organizational hierarchy, 86
organizational learning, 75
organizational structure, 89–100
horizontal and vertical coordination, 96–98
self-directed work team, for coordination, 99–100
PDCA. See Plan-Do-Check-Act cycle
lean and, 73
organizational learning and, 75
perioperative services unit (POS), 89–90
physical structure, 5
Plan-Do-Check-Act (PDCA) cycle, 76–77
POS. See perioperative services unit
process, defined, 27
protective capacity vs safety capacity, 59, 64
responsibility check list, 84
responsibility structure, 83
reverse customer, 23
satisfier (one dimensional), 22
SDCA. See Standard-Do-Check-Act (SDCA) cycle
SDWT. See self-directed work teams
self-determination, 84
self-directed work teams (SDWT), 99–100
sense of impact, 84
Shingo Prize for Operational Excellence, 1
Shingo, Shigeo, 1
SIPOC. See Supplier of Input for Processes for Output to Customers
specialized decisions, 89
Standard-Do-Check-Act (SDCA) cycle, 76–77
stand in line activity, 38
strategic fit, concept of, 15
Supplier of Input for Processes for Output to Customers (SIPOC), 28, 29
tampering, 108
Total Productive Maintenance (TPM), 110
Toyota, 8
Toyota Production System (TPS), 1
transfer vs production batches, 46–47
unbalanced flow line, 65
variance
definition of, 51
throughput, protecting from, 59–61
VOC. See voice of the customer
voice of the customer (VOC), 16–19
waiting time, 37
WIP. See work-in-process
work design, 1
decisions of, 2
of Eis-Sahne Ice Cream Shop, 5, 30