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Con
tin
uou
s Im
pro
vem
ent
Con
tin
uou
s Im
pro
vem
ent
Nat
ural
Wor
k Te
ams
June
, 200
1
Con
tin
uous
Im
prov
emen
teq
ual
s
�E
very
thin
g is
in a
sta
te o
f flu
x, in
clud
ing
the
stat
us q
uo.�
-R
ober
t Byr
ne
CH
AN
GE
!C
HA
NG
E!
Su
rviv
e th
e A
ge o
f C
han
ge...
�Th
e w
inds
of c
hang
e ke
ep b
uild
ing.
Blo
win
g ha
rder
. Hitt
ing
mor
e pe
ople
. Res
hapi
ng a
ll ki
nds
of o
rgan
izat
ions
and
alte
ring
how
they
ope
rate
.
�St
rong
win
ds.
Big
cha
nges
. A
nd th
ey w
ill
natu
rall
y br
ing
prob
lem
s.B
ut th
e or
gani
zatio
ns
that
refu
se to
cha
nge,
or c
hang
e to
o sl
owly
, will
ha
ve e
ven
bigg
er p
robl
ems.
The
y w
on�t
surv
ive.
..
Su
rviv
e th
e A
ge o
f C
han
ge...
�O
ver 3
mill
ion
layo
ffs h
ave
occu
rred
in th
e la
st 5
ye
ars.
�M
ore
than
45%
of A
mer
ican
com
pani
es h
ave
redu
ced
thei
r wor
kfor
ces e
very
yea
r sin
ce 1
990.
�85
% o
f all
U.S
. org
aniz
atio
ns n
ow o
utso
urce
serv
ices
on
ce p
erfo
rmed
in-h
ouse
.�
Mer
ger a
nd a
cqui
sitio
n ac
tivity
has
bee
n ris
ing
stea
dily
ove
r the
pas
t fiv
e ye
ars a
nd is
cur
rent
ly a
t its
al
l tim
e hi
gh.
�Lo
ok a
t the
rost
er o
f the
100
larg
est U
.S. c
ompa
nies
at
the
begi
nnin
g of
the
1900
�s.
You
�ll fi
nd th
at o
nly
15
are
still
in e
xist
ence
.
Wh
at a
re y
our
Op
tion
s??
If y
ou tr
y to
igno
re th
e si
tuat
ion,
cha
nge
will
slam
in
to y
ou a
nd k
nock
you
off
bal
ance
. G
ettin
g an
gry
won
�t m
ake
it go
aw
ay-i
n fa
ct,
tem
per t
ypic
ally
mak
es th
ings
wor
se.
Wis
hful
thin
king
is a
was
te o
f tim
e, to
o, so
don
�t si
t ar
ound
thin
king
and
talk
ing
abou
t �th
e go
od o
ld d
ays�
w
ith th
e ho
pe th
ey�ll
retu
rn.
You
can
�t ev
en ru
n aw
ay fr
om it
, bec
ause
ther
e�s
no p
lace
you
can
run
that
�s b
eyon
d th
e ra
nge
of c
hang
e.M
ight
as w
ell f
ace
the
prob
lem
s and
find
the
oppo
rtuni
ties.
Wh
at a
re y
our
Op
tion
s??
How
you
thin
k, a
nd h
ow y
ou a
ct, b
ecom
es v
ery
impo
rtant
dur
ing
times
like
thes
e. O
bvio
usly
, you
won
�t be
abl
e to
con
trol e
very
thin
g th
at h
appe
ns to
you
. B
ut
you�
re in
com
plet
e co
ntro
l of h
ow y
ou re
spon
d to
wha
t ha
ppen
s.
This
is th
e A
ge o
f Ins
tabi
lity,
whe
re
cont
inuo
usly
impr
ovin
g an
d m
anag
ing
the
chan
ge
is e
very
body
�s jo
b. T
hink
of i
t as y
our p
erso
nal
assi
gnm
ent .
Ob
ject
ives
�In
trodu
ce im
porta
nce
of C
ontin
uous
Im
prov
emen
t to
RM
W
�Id
entif
y th
e co
mpo
nent
s to
Con
tinuo
us
Impr
ovem
ent
�Id
entif
y w
hat N
WT
task
s con
tribu
te to
CI
KA
IZE
N
Kai
zen
is a
pro
cess
-a
way
of t
hink
ing:
�K
ai=
Cha
nge
�Z
en=
For t
he B
ette
r
�K
aize
n =
Con
tinua
l Im
prov
emen
t
Con
tin
uou
s Im
pro
vem
ent
�St
arts
with
peo
ple�
.YO
U!!
�Fo
cuse
s its
atte
ntio
n on
peo
ple�
s eff
orts
�Pe
ople
wor
k on
pro
cess
es�
WE
satis
fy o
ur c
usto
mer
s by
impr
ovin
g ou
r pr
oces
ses c
ontin
ually
�Im
prov
ed p
roce
sses
impr
ove
resu
lts
Exp
erie
nce
�Ze
n�
The
act o
f doi
ng le
ads t
o un
ders
tand
ing
�U
nder
stan
ding
lead
s to
doin
g th
ings
bet
ter
�Th
is le
ads t
o gr
eate
r und
erst
andi
ng
�Ze
n�
To se
ek e
nlig
hten
men
t by
pers
onal
exp
erie
nce
�Th
e on
ly w
ay to
kno
w it
is to
do
it
Ch
ange
wil
l mak
e th
ings
:
�Ea
sier
�Q
uick
er
�Sa
fer
�FU
N
Th
is is
as
bad
as
it is
ev
er g
oin
g to
be.
..
Exp
erie
nce
�Te
ll m
e, I�
ll fo
rget
.
�Sh
ow m
e, I
may
rem
embe
r.
�In
volv
e m
e an
d I'l
l und
erst
and.
Ch
ange
�C
han
ge�
Cha
nge
of th
ough
t mak
es
Cha
nge
of th
ough
t mak
es
your
beh
avio
r ch
ange
your
beh
avio
r ch
ange
Cha
nge
of b
ehav
ior
mak
es
Cha
nge
of b
ehav
ior
mak
es
your
hab
its
chan
geyo
ur h
abit
s ch
ange
Cha
nge
of h
abit
s m
akes
C
hang
e of
hab
its
mak
es
your
per
sona
lity
cha
nge
your
per
sona
lity
cha
nge
Cha
nge
of p
erso
nali
ty
Cha
nge
of p
erso
nali
ty
mak
e yo
ur d
esti
ny c
hang
em
ake
your
des
tiny
cha
nge
...it
�s u
p t
o yo
u
Imp
rove
men
t
Jun
ior
Se
nio
r
Tim
e Sp
ent
onIm
prov
emen
tA
ctiv
itie
s
Ju
nio
rS
en
ior
Juni
orSe
niorA
. Poo
r Com
pany
B. G
ood
Com
pany
C. E
xcel
lent
Com
pany
Whe
re w
ene
ed to
be!
Con
tin
uou
s Im
pro
vem
ent
Pri
nci
ple
s�
Proc
ess C
reat
es R
esul
ts�
Res
ults
Onl
y
�To
tal S
yste
m F
ocus
�Fu
nctio
nal F
ocus
�N
on-B
lam
ing/
Non
-Jud
gmen
tal
�C
ritic
al a
nd
Bla
min
g
Vs.
Vs.
Vs.
1st
Pri
nci
ple
Pro
cess
Cre
ates
Res
ult
sP
roce
ss C
reat
es R
esu
lts
vers
us
vers
us
Res
ult
s O
nly
Res
ult
s O
nly
Pro
cess
& R
esu
lts
�Pe
ople
wor
k on
pr
oces
ses
�Pr
oces
ses c
reat
e re
sults
�A
resu
lt ca
nnot
be
chan
ged
�B
alan
ceof
pro
cess
an
d re
sults
Res
ult
s-O
rien
ted
Th
ink
ing
�I D
ON
�T C
AR
E H
OW
YO
U
GE
T I
T D
ON
E,
JUS
T G
IVE
M
E T
HE
RE
SU
LT
S!�
�I D
ON
�T C
AR
E H
OW
YO
U
GE
T I
T D
ON
E,
JUS
T G
IVE
M
E T
HE
RE
SU
LT
S!�
NE
WO
ld (r
esul
ts o
nly)
Pro
cess
Th
ink
ing
�U
nder
stan
ding
how
thin
gs
wor
k�
Val
uing
impr
ovem
ent
�C
ontro
l of p
roce
ss w
ith p
eopl
e�
Con
trols
as t
ools
for
impr
ovem
ent
�R
eal t
ime
awar
enes
s of
oper
atio
n�
Que
stio
n or
ient
ed to
ex
plor
e w
hat w
orks
�Po
wer
is in
hel
ping
, te
achi
ng, s
uppo
rting
�B
ased
mor
e on
sens
ing,
lis
teni
ng, l
ooki
ng
�D
eman
ding
out
com
es w
ithou
t co
ncer
n fo
r how
�V
alui
ng ri
ghtn
ess
�C
ontro
l of p
eopl
e fo
r out
com
es�
Con
trols
as m
eans
of
insp
ectio
n�
Afte
r the
fact
, tan
gibl
e re
sults
aw
aren
ess
�A
nsw
er o
rient
ed b
ased
on
right
/wro
ng�
Pow
er is
in k
now
ing,
hav
ing,
ke
epin
g�
Bas
ed o
n nu
mbe
rs, g
oals
, ab
stra
ctio
ns
2nd
Pri
nci
ple
Tot
al S
yste
m F
ocu
sT
otal
Sys
tem
Foc
us
vers
us
vers
us
Fu
nct
ion
al F
ocu
sF
un
ctio
nal
Foc
us
Non
-Sys
tem
Vie
w
�C
onfu
sion
of d
irect
ion
�M
is-a
lignm
ent o
f res
ourc
es
�Ex
cess
of c
onfli
ct
�D
e-en
ergi
zing
of p
eopl
e
NE
WO
ld (F
unct
iona
l)
Sys
tem
Th
ink
ing
�Th
ings
und
erst
ood
in c
onte
xt�
Val
ue h
arm
ony,
stab
ility
, ba
lanc
e�
Man
age
rela
tions
hips
�B
ring
peop
le to
geth
er�
App
reci
atio
n of
mul
tiple
fa
ctor
s�
Syst
em p
erfo
rman
ce p
rece
des
indi
vidu
al p
erfo
rman
ce�
Stea
dy a
nd sm
ooth
pro
duct
ion
�El
imin
ate
fear
and
cre
ate
safe
ty�
Coo
pera
tion
�Th
ings
vie
wed
in v
acuu
m�
Val
ue st
imul
atio
n, H
i/Low
�s,
cris
is�
Man
age
even
t/thi
ngs
�Se
para
te p
eopl
e/is
olat
e�
Sim
ple
caus
e/ef
fect
onl
y
�In
divi
dual
per
form
ance
val
ued
at e
xpen
se o
f sys
tem
�B
urst
s of e
nerg
y to
get
thin
gs
done
now
!�
Driv
e w
ith fe
ar
�C
ompe
titio
n
3rd
Pri
nci
ple
Non
Non
-- Bla
min
g/N
onB
lam
ing/
Non
--Ju
dgm
enta
lJu
dgm
enta
lve
rsu
sve
rsu
sC
riti
cal &
Bla
min
gC
riti
cal &
Bla
min
g
Non
-Ju
dgm
enta
l Vie
w
�A
llow
s �re
al� i
ssue
s to
emer
ge
�D
ecre
ases
neg
ativ
e bl
amin
g ac
tivity
�In
crea
ses t
rust
�In
crea
ses q
ualit
y of
com
mun
icat
ion
�In
crea
ses c
apab
ility
Tra
dit
ion
al C
riti
cal V
iew
�A
fter-
the-
fact
crit
ical
judg
emen
t
��W
ho�
is w
rong
ove
rrid
es �
wha
t� is
wro
ng
�D
rives
peo
ple
into
def
ensi
ve p
ostu
re
�Is
sues
subm
erge
d fo
r yea
rs
�C
reat
es c
risis
orie
ntat
ion
Wel
com
ing
Pro
ble
ms!
�W
here
no
prob
lem
is p
erce
ived
, the
re c
an
be n
o im
prov
emen
t
�Pr
oble
ms a
re a
mou
ntai
n of
trea
sure
s
�Lo
wer
s the
wat
er le
vel
�B
reak
s dow
n de
partm
enta
l bar
riers
Peo
ple
�an
d�
Pro
ble
ms
�Pe
ople
are
not
the
prob
lem
!
�B
lam
ing
peop
le d
oes n
ot so
lve
your
pr
oble
m
�Th
e an
swer
is to
mak
e pe
ople
pro
blem
-so
lver
s!
Wh
ere
do
we
look
to
fin
d
opp
ortu
nit
ies?
My
Wor
kP
lace
Mys
elf
I C
an T
ake
Init
iati
veO
ther
�s W
ork
Pla
ceM
y W
ork
Pla
ceT
he
Oth
erP
erso
n
I C
ann
otT
ake
Init
iati
veO
ther
�s W
ork
Pla
ceS
ourc
eC
oun
term
easu
res
Loc
atio
n
Th
e L
one
Ran
ger
YO
U I
mp
act.
..
�th
e w
ork
bein
g do
ne,
...th
e va
lue
bein
g cr
eate
d,
�w
here
the
prob
lem
-sol
ving
is d
eleg
ated
!
You
r T
eam
Res
ourc
es�
role
s ar
e to
ass
ist
assi
st�
not
to te
ll th
em w
hat
to d
o.
5 N
WT
Pri
nci
ple
s fo
r C
onti
nu
ous
Imp
rove
men
t
1. W
hen
an a
bnor
mal
ity o
ccur
s, go
to N
WT
first
2. C
heck
with
the
5 M
�s--
Mac
hine
, Mat
eria
l, M
easu
rem
ents
, Met
hods
, Man
3. T
ake
tem
pora
ry c
ount
erm
easu
res o
n th
e sp
ot
4. F
ind
root
cau
ses
5. S
tand
ardi
ze to
pre
vent
trou
ble
from
recu
rrin
g
Ru
les
for
Con
tin
uou
s Im
pro
vem
ent
for
the
NW
T1.
Dis
rega
rd c
onve
ntio
nal t
hink
ing
abou
t pro
duct
ion
2. T
hink
of h
owto
do
it, n
ot w
hy it
can
�t be
don
e3.
Don
�t m
ake
excu
ses.
Sta
rt by
que
stio
ning
cur
rent
pra
ctic
es4.
Don
�t se
ek p
erfe
ctio
n. D
o it
rig
ht a
way
--ev
en if
it st
ands
onl
y a
50%
cha
nce
of w
orki
ng5.
Cor
rect
mis
take
s im
med
iate
ly6.
Don
�t sp
end
mon
ey fo
r Con
tinuo
us Im
prov
emen
t7.
Wis
dom
is b
roug
ht o
ut w
hen
face
d w
ith h
ards
hip
8. A
sk �
WH
Y�
5 tim
es a
nd se
ek th
e ro
ot c
ause
9. S
eek
the
wis
dom
of t
en p
eopl
e ra
ther
than
the
know
ledg
e of
one
10. R
emem
ber t
hat o
ppor
tuni
ties f
or C
ontin
uous
Impr
ovem
ent a
re
infin
ite
Wh
at�s
Nex
t fo
r Y
our
NW
T?
Act
iviti
es to
faci
litat
e C
.I.:
Act
iviti
es to
faci
litat
e C
.I.:
�5S
-E
lim
inat
ion
of w
aste
�PD
CA
(Pla
n, D
o, C
heck
, Act
) -P
robl
em
Solv
ing
Tec
hniq
ues
�Fo
ur M
etric
s -Sa
fety
, Qua
lity,
Sch
edul
e A
ttai
nmen
t, P
rodu
ctiv
ity
�M
eetin
g w
ith N
avig
ator
s -C
omm
unic
atin
g w
ith
man
agem
ent