Micro Thinking: Taking Large Lessons to the Floor
Rosenzweig is correct in questioning the power of slogans and generalizations; simplistic steps to success.
Few of us can remember the 8 themes of In Search of Excellence. Even when we do remember them, we are not sure how to ensure that front line workers can translate them into everyday actions. And we aren't sure how first level leaders can, in turn, teach front line workers and monitor their success. To Rosenzweig's point, they are too general, too high level, too abstract.
But the seeds of a successful and replicable strategy are contained in Rosenzweig's very objections and suggestions. We must, as he says, continuously gather information from customers and competitors, evaluate it and make informed choices. It seems unlikely that he would object to the idea of driving this decision making as close to its impact as possible (per In Search's fourth theme), or of doing everything as efficiently as possible.
And so we have the basis for Lean/Six Sigma value-stream management. We should monitor and measure customer needs (relative of course to competition, although customers are often the very best source of information on competitors' strengths and weaknesses), we should determine what elements of our value stream most powerfully effect those needs, the ways in which our activities fail to attain the most appropriate levels or variability in those elements, the waste-free standard work that would better control those levels and variability and the teaching required to ensure those standards.
One way to manage our value streams effectively is by using the tools that Neese suggests: developing and nurturing a culture of measurably-predictable work outputs and continuous improvement; visual and open communications of performance against expectations; simultaneously, continuously and relentlessly reducing variation and eliminating waste; working closely with suppliers and customers in search of global rather than local optimums.
It's true that these activities do not come naturally and require sustained emphasis, continuing course correction and careful risk assessment regarding investments in hard assets and knowledge. But those in search of excellence will find no better way to turn platitudes into plans.
8 Themes of In Search of Excellence:
Bias for action; close to the customer; autonomy and entrepreneurship; treat rank and file as a source of quality; management hands on; stick to the knitting; simple form; lean staff; simultaneous loose-tight.
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