04/21/23

Kimball Bullington, Ph.D.

Would you tell me, please, which

way I ought to go from here?

Alice

That depends a good deal on

where you want to get to.

Cheshire Cat

2-4

Banks, ATMs, $ GeneralConvenienceLocationLocation

Disneyland, Publix, LL Bean

Superior customer service

ServiceService

Burger KingSupermarkets

VarietyVolume

FlexibilityFlexibility

FedEx, UPS, PayPal,One-hour photo

Rapid deliveryOn-time delivery

TimeTime

Sony TV,Lexus, Cadillac,Apple, Motorola

High-performance design or high quality Consistent quality

QualityQuality

Wal-MartMotel-6, Red Roof Inns

Low CostPricePrice

04/21/23 Service Wastes

Goal Alignment Assignment Waiting Motion Processing

04/21/23 Service Wastes

Focus Structure Discipline Commitment People Development

04/21/23 Service Wastes

Control Variation Tampering Unreliability Lack of standardization Meetings

04/21/23 Service Wastes

Sub-optimization Scheduling Work-around Uneven flow Queue time Inspection Errors

04/21/23 Service Wastes

Lack of knowledge, skills, or ability. Mental errors – slips and mistakes. Sensory overload Mechanical breakdown Distractions Loss of memory Loss of emotional control

After LEMJ, GOAL

04/21/23 Service Wastes

Inaccurate Information Hand-Off Communication Process Breakdown Translation Missing Information Irrelevant Information

04/21/23 Service Wastes

Multiple systems Communication drops Slow / buggy computers Computer time wasters

04/21/23 Service Wastes

Space / layout Clutter Customer variation Client variation

1Leadership

4Measurement, Analysis, & Knowledge Management

6Process

Management

5Workforce

Focus

3Customer &

Market Focus

2Strategic Planning

7Results

Organizational Profile:Environment, Relationships, &

Challenges

04/21/23

Protective Coatings City Government U.S. Army R&D Community Hospital Cathodic Protection Egg Products College of Business Medical Equipment Thermo-elec. Coolers

Food Manufacturing Financial Services Nameplates & Tags Aerospace Systems Mold Release

Agents Check Printing School in Rural

Alaska Business Products Metallurgical

Services

04/21/23

Luxury Hotel Health Care Alliance Express Freight Industrial Distributor Chemical Mfg. Gas Turbines Credit Card Services Power Supply Mfg. Dental Products

Customer Satisfaction Research

Office Equipment Acoustical Tiles Petroleum Reserves Business

Improvement Consulting

Bank Major University Nuclear Fuel

I would rather have a good plan, violently executed right now, than the perfect plan, three days from now. Maj. Gen. George Patton, December, 1944.

Would you tell me, please, which

way I ought to go from here?

Alice

Consider the Baldrige Award Criteria. It has been used by

successful organizations in many different

industries.

Cheshire Professor