The future of the organization: achieving excellence through business transformation
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London
Kogan Page
1997
|
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | 413 S. Ill. |
| ISBN: | 0749419350 |
Internformat
MARC
| LEADER | 00000nam a2200000 c 4500 | ||
|---|---|---|---|
| 001 | BV024991254 | ||
| 003 | DE-604 | ||
| 005 | 00000000000000.0 | ||
| 007 | t | ||
| 008 | 100417s1997 a||| |||| 00||| eng d | ||
| 020 | |a 0749419350 |9 0-7494-1935-0 | ||
| 035 | |a (OCoLC)915694048 | ||
| 035 | |a (DE-599)BVBBV024991254 | ||
| 040 | |a DE-604 |b ger |e rakwb | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-11 | ||
| 084 | |a QP 340 |0 (DE-625)141861: |2 rvk | ||
| 100 | 1 | |a Coulson-Thomas, Colin |d 1949- |e Verfasser |0 (DE-588)132350319 |4 aut | |
| 245 | 1 | 0 | |a The future of the organization |b achieving excellence through business transformation |c Colin Coulson-Thomas |
| 264 | 1 | |a London |b Kogan Page |c 1997 | |
| 300 | |a 413 S. |b Ill. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=019656632&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-019656632 | ||
Datensatz im Suchindex
| _version_ | 1804142023372963840 |
|---|---|
| adam_text | 1
Contents
List of figures 15
List of tables 19
Preface 21
Acknowledgements 25
PART ONE:
Reflection
1. Management myopia: perceptions and reactions 27
Options and choices 27
The case of quality 27
Why question quality? 28
Widespread concerns 30
Business process re-engineering 31
Survey evidence 32
Taking stock of where we are 33
All things to all people 34
What is quality? 35
The relationship between quality and other factors 36
Quality as a business philosophy 37
Total quality 38
The language of quality 38
The evolution of quality 39
The evolution of BPR 40
Current perceptions of quality 41
Liberation or control 42
Reactions to quality 43
Maturity and quality 43
Checklist 44
2. JfestleininH^oncSrns 47
^Quality certification^ 47
Cfertjficatioi»rfl€xibility and the ad hoc 49
5
¦ The Future of the Organization
Other quality issues 50
Death by cloning 51
Variety and diversity 53
Matching the corporate culture 54
The quality gap 54
Commissars or counsellors 55
Avoiding the plateaus 56
The bureaucracy of quality 57
Confronting reality 58
Where are we with BPR? 60
Confronting status quo assumptions 60
Quality in perspective 61
The purpose of quality 62
Selling a management approach 64
Tests to apply 65
Quality as an element or solution? 66
Maintaining a sense of balance 67
The challenge 68
Checklist 69
3. Relevance of contemporary preoccupations in a changing world 71
The management and directorial challenge 71
Ephemeral preoccupations 72
Embracing change 74
The relevance of quality 75
Corporate responses 76
Where were you when we most needed help? 77
Explaining the absence 78
Cost-cutting 79
The network organization 80
Network operations 81
Advantages of network operation 82
Issue monitoring and management 83
The customer 85
Review findings 86
Implications for quality professionals 88
Management as conspicuous consumption 89
Management as a means of escape 90
Consolidation or development 90
The perils of complacency 91
Confronting reality 92
The relevance of BPR 92
Situation analysis 94
The strait-jacket of standards 94
6
] Contents ¦
Reaching the person within 95
s Checklist 96
4. Corporate vision: the rhetoric, the reality and the
barriers 99
Activity or progress? 100
The tendency to regress 100
Where is quality in the management lifecycle? 101
Approaches to management innovation 102
The management vision 104
The corporate vision 104
Assessing visions 105
Rhetoric versus reality 106
Taking expectations into account 107
The management challenge 108
Closing the vision and reality gap 108
Managing expectations 110
Management practice as a person 111
Success stories 112
Corporate barriers 113
Managerial attitudes 114
Directorial attitudes 116
Acknowledging and confronting attitudes 116
Why is there a corporate problem? 118
Introducing more holistic frameworks 120
Organizational responses 122
The quality vision 122
Reversing polarity 123
Checklist 123
5. Priorities and aspirations 125
Symbols and substance 126
Questions to be addressed 127
BPR: a new star in the management firmament? 127
Management priorities , 129
Quality of management / 130
Quality of direction 131
Quality in relation to other priorities 132
Selection of corporate priorities 133
Output requirements 134
Changing quality perspectives 136
The individual and the team 137
The individual and the organization 138
Relationships 139
Environmental impact 140
7
¦ The Future of the Organization
Mutually rewarding relationships 141
Incremental or radical approaches? 142
Improving or junking rules and standards 143
New specialisms 144
Business excellence 145
Achieving business excellence 146
Diversity and comparability when measuring progress 147
Getting started 149
Awakening the need 149
Crisis 150
The choice 150
Checklist 151
PART TWO:
Renewal
6. Corporate leadership 153
Expectations for the future 153
Corporate direction 155
Corporate values J 155
Corporate vision 156
Corporate and quality philosophy 158
Responsibility for quality, learning and transformation 159
Formal and actual authority and responsibility 160
Does the problem lie in the boardroom? 160
The effective board 161
Responses and reactions 162
Looking ahead 164
The listening, reflective and learning board 165
Reviewing corporate philosophy in the boardroom 166
Corporate strategy 167
Role model leadership 168
Walking the talk 169
Heroes as symbols 170
Conformists or radicals 171
Hidden dangers 172
Obsession with activity 172
Policy deployment 173
Communicating new philosophies and strategies 175
Operational requirements 176
Involvement and empowerment for implementation 176
Retaining customer focus 177
Maintaining control 177
fnnovatSrr 179
CHeCklist 180
8
Contents ¦
7. The customer: relationship management and the supply chain 183
Management and the customer 183
Impacts and attention 184
Marketing and the customer 184
Attitudes and beliefs 185
Relationship management 186
Quality and the customer 187
Customer issues 189
Learning 189
Understanding where you are 190
Customer focus 192
Following the customer 193
Who is the customer? 194
Where is the customer? 195
Measuring customer satisfaction 196
Managing customer satisfaction 197
Quality assurance and the customer 198
When have we done enough? 200
Value, quality and the competition 201
Effective differentiation 202
Improving product quality 203
Individual tailoring 205
Excessive diversity 206
The customer-supplier relationship 208
Customer as colleague and business partner 208
Mutual interest based relationships 211
Sustaining relationships 212
Checklist 213
8. The people dimension: individuals, groups and teams and
the quality of working life 215
Paying lip service to people 215
Individuals and organizations 216
Organizational change and people 218
People, organizations and quality 219
People-centred management 220
People as victims 221
Corporate restructuring as an opportunity 221
Levelling with people and caring 222
BPR and employment 224
Alternative approaches 225
Teamwork: the aspiration 226
Teamwork: the reality 228
Improving teamwork 229
9
¦ The Future of the Organization
Cross-functional groups 232
The potential for networking 232
Distinguishing between a group and a team 233
Customers, shareholders and employee satisfaction 234
The quality employer 235
Quality of working life 236
The creative workplace 237
New ways of organising 238
New ways of working and learning 238
A new social contract 240
Checklist 241
9. The quality of management: learning, involvement, empowerment,
reward, recognition and communication 243
The corporate context 243
The learning culture 245
Barriers to learning • 247
Quality of management 248
Raising the quality of management 249
Role model behaviour 251
Commitment and ownership 252
The extent of commitment 252
Involvement and participation 253
Top down or bottom up? 254
Encouraging involvement and learning 255
The technology of corporate democracy, working and learning 255
Empowerment: the concept 256
Making empowerment a reality 257
Restructuring to support empowerment 257
Effective delegation 259
Barriers to empowerment 260
Reward and remuneration 261
Featherbedding versus motivation 263
Corporate communications 265
Effective communication 266
Contemporary careers 268
The international opportunity 269
Checklist 270
10. Re-engineering: the process dimension 273
Quality and re-engineering 273
10
j Contents ¦
Perceived deficiencies of quality 274
Rivals or complements? 275
Understanding processes 276
Re-engineering 276
Types of processes 278
Where to begin? 279
Selecting processes to re-engineer 280
Process models 281
Improvement or redesign? 282
Processes in perspective 284
Hitting the right level 285
Maintaining a holistic perspective 286
Processes versus messages 289
The cross-functional view and IT 289
Cross-functional roles 290
Network re-engineering 291
Implications of the network organization for re-engineering 292
What has been achieved? 292
Some cautions 293
Learning from experience of BPR 294
Helping professionals to learn 296
Information overload 297
Success requirements 298
Assembling the BPR team 298
Empowerment and BPR 299
Radical change 300
Checklist 300
11. Approaches, tools and techniques: future prospects 303
Approaches, tools and techniques 303
Motivations for use 304
Attitudes and behaviours 305
Matching tools to objectives and priorities 306
Selection criteria 307
Assembling toolkits 308
Network quality 309
The learning culture 310
Values and learning 311
Flexible learning 312
Quality and thinking 314
The common toolkit and diversity 314
The human factor 315
The cultural dimension and diversity 316
Basic quality tools 316
11
¦ The Future of the Organization
Problem-solving 317
Benchmarking 318
Process tools 320
Using process tools 322
World-class project management 325
Re-engineering management 326
Focus on risk to delivered quality 328
Developing an integrated approach 328
Implications of an integrated approach 329
Advantages of an integrated approach 330
Widening ownership of quality 331
Related initiatives within a holistic approach 332
Checklist 333
12. Priorities and performance, objectives and outcomes 335
Stakeholders 335
Stakeholder priorities 336
Thinking longer term about the customer 337
BPR and stakeholders 337
Corporate drivers 338
Ends or means? 339
Ends and means 340
Setting corporate objectives 340
Timescale 342
Balancing aspiration and pragmatism 342
To guarantee or not to guarantee deliverables ? 343
Speed as an objective 344
Speed as an obsession 345
Speed in perspective 346
Roughly right 346
Reporting formats 347
Longer-term issues such as environmental quality 348
The working environment 349
Learning objectives 350
Quality and learning 350
Encouraging learning 351
Redefining specialist roles 353
Use of non-chargeable time or downtime 354
Professionalism 355
Intellectual capital 356
Corporate objectives and assessing relative contributions 357
Management measures 359
Holistic approaches to measurement 359
Measurement of customer satisfaction 361
12
1 Contents ¦
The S curve of quality improvement and learning 361
Financial performance and quality within the balanced
scorecard 362
Checklist 364
13. Next step^idejiti^ing^thejnissing^lements 367
The need for next steps 367
Corporate transformation 368
Corporate and environmental realities 369
Danger areas 370
Need for imagination 371
The board and management approaches 372
Commitment 373
Vision and the boardroom 374
A vision for quality? 375
The contribution of a management approach such as quality 376
From quality through business excellence to corporate
transformation 378
Corporate planning, or learning and steering? 379
Assessment of the role of quality 380
Avoiding throwing out the baby with the bathwater 382
Organizing for quality, learning and transformation 383
The human dimension 383
Practical considerations 385
Self-knowledge and awareness 386
Network quality 387
Network values^ 388
Assembling the pieces of the jigsaw puzzle 389
Managing the elements 392
The knowledge society 393
Checklist 395
Appendix: corporate transformation elements 396
14. Holistic and people-focused management 399
Where we have been 399
Contemporary concerns 399
A time for reflection and reassessment 400
Where we need to be 401
Organizations will still be needed 402
The challenge 402
Index 405
13
List of figures
1.1. The rhetoric/reality gap 33
1.2 Trade-offs or combinations? 36
2.1 Quality/environment/culture 54
2.2 The quality plateau 57
2.3 Confronting reality 59
2.4 Competing on quality 64
2.5 The focus of groups and teams 65
2.6 The board review process 67
3.1 Adapting to the business environment 72
3.2 The corporate response 75
3.3 The responsive network organization 80
3.4 The issue monitoring and management process 84
3.5 The impact of external changes 86
3.6 Building the quality culture 87
3.7 The spiral of descent 89
4.1 Approaches to management innovations 103
4.2 The expectation/delivery gap 109
4.3 Why is there an implementation problem? 119
4.4 How your current approaches help or hinder
corporate objectives 121
5.1 The virtuous spiral 128
5.2 Selection of management priorities 133
5.3 Output requirements 135
5.4 Quality and learning system requirements 143
5.5 Business excellence process 147
5.6 Business excellence model 148
6.1 Apparent contradictions in focus and horizon 163
6.2 The innovative culture 170
6.3 The policy deployment process 174
6.4 Matching corporate and customer culture 178
6.5 The learning network or culture 179
7.1 Customer focus 186
15
¦ The Future of the Organization
7.2 What do customers and staff think of each other? 191
7.3 Customer focus 193
7.4 The added value curve 195
7.5 Continuous cycle of refinement and review 197
7.6 Risk management 199
7.7 Segmentation and value 200
7.8 Identifying the battleground 201
7.9 Why is there a quality risk problem? 204
7.10 Adaptation and tailoring 206
7.11 Sustaining relationships 207
7.12 Initiating customer relationships 209
7.13 Commodity supplier or business partner? 211
7.14 Allocation of benefits 212
8.1 Business development strategy process 218
9.1 Becoming a transnational company 245
9.2 Skill and capability development process 250
9.3 Degrees of empowerment 258
9.4 Building the quality and learning culture 260
9.5 Reward and remuneration 263
9.6 Performance review process 264
9.7 The communication process 266
10.1 Understanding individual processes 277
10.2 Understanding process improvement 279
10.3 Corporate improvement model 282
10.4 The process improvement cycle 284
10.5 The board and cross-functional business processes:
shifting from a vertical to a horizontal focus 287
10.6 Rank Xerox (UK) processes 288
10.7 Organizational learning 297
11.1 Tool selection 308
11.2 The problem-solving process 318
11.3 Benchmarking and the problem-solving process 320
11.4 Quality and quality management tools and the
problem-solving process 322
11.5 Process simplification 323
11.6 Process re-engineering 324
12.1 The strategy review process 341
12.2 The board review process 349
12.3 Reviewing corporate performance 351
12.4 Bridging the aspiration/achievement gap 353
12.5 Helps and hinders analysis 358
12.6 The S curve of quality and learning 362
12.7 Cost-impact analysis 364
13.1 Commitment and challenge 374
16
!
List of figures ¦
13.2 The quality hump 377
13.3 Planning models 380
13.4 Reviewing a corporate programme 381
13.5 Assessing the challenge 385
13.6 Assembling the building blocks 390
13.7 Routes to implementation 393
17
|
| any_adam_object | 1 |
| author | Coulson-Thomas, Colin 1949- |
| author_GND | (DE-588)132350319 |
| author_facet | Coulson-Thomas, Colin 1949- |
| author_role | aut |
| author_sort | Coulson-Thomas, Colin 1949- |
| author_variant | c c t cct |
| building | Verbundindex |
| bvnumber | BV024991254 |
| classification_rvk | QP 340 |
| ctrlnum | (OCoLC)915694048 (DE-599)BVBBV024991254 |
| discipline | Wirtschaftswissenschaften |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01067nam a2200277 c 4500</leader><controlfield tag="001">BV024991254</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">00000000000000.0</controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">100417s1997 a||| |||| 00||| eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">0749419350</subfield><subfield code="9">0-7494-1935-0</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)915694048</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV024991254</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">rakwb</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-11</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QP 340</subfield><subfield code="0">(DE-625)141861:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Coulson-Thomas, Colin</subfield><subfield code="d">1949-</subfield><subfield code="e">Verfasser</subfield><subfield code="0">(DE-588)132350319</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">The future of the organization</subfield><subfield code="b">achieving excellence through business transformation</subfield><subfield code="c">Colin Coulson-Thomas</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">London</subfield><subfield code="b">Kogan Page</subfield><subfield code="c">1997</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">413 S.</subfield><subfield code="b">Ill.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">HBZ Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=019656632&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-019656632</subfield></datafield></record></collection> |
| id | DE-604.BV024991254 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T22:25:10Z |
| institution | BVB |
| isbn | 0749419350 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-019656632 |
| oclc_num | 915694048 |
| open_access_boolean | |
| owner | DE-11 |
| owner_facet | DE-11 |
| physical | 413 S. Ill. |
| publishDate | 1997 |
| publishDateSearch | 1997 |
| publishDateSort | 1997 |
| publisher | Kogan Page |
| record_format | marc |
| spelling | Coulson-Thomas, Colin 1949- Verfasser (DE-588)132350319 aut The future of the organization achieving excellence through business transformation Colin Coulson-Thomas London Kogan Page 1997 413 S. Ill. txt rdacontent n rdamedia nc rdacarrier HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=019656632&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Coulson-Thomas, Colin 1949- The future of the organization achieving excellence through business transformation |
| title | The future of the organization achieving excellence through business transformation |
| title_auth | The future of the organization achieving excellence through business transformation |
| title_exact_search | The future of the organization achieving excellence through business transformation |
| title_full | The future of the organization achieving excellence through business transformation Colin Coulson-Thomas |
| title_fullStr | The future of the organization achieving excellence through business transformation Colin Coulson-Thomas |
| title_full_unstemmed | The future of the organization achieving excellence through business transformation Colin Coulson-Thomas |
| title_short | The future of the organization |
| title_sort | the future of the organization achieving excellence through business transformation |
| title_sub | achieving excellence through business transformation |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=019656632&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT coulsonthomascolin thefutureoftheorganizationachievingexcellencethroughbusinesstransformation |