Table Of ContentBusiness Management / Process Improvement M Utilizing the 3Ms of
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“Rick Morrow provides a clear, structured, and disciplined approach to improving processes and
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systems in any industry or organization in need of improvement. He gives readers great insight r
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into how all the tools of improvement can indeed be used in an integrated approach to improve
w Process Improvement
service or product reliability, quality, safety, utilization, and efficiency. He wraps this around
straightforward steps and the management systems required to sustain improvements. … a must-
read for all looking to improve an organization and delivery system.”
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—Charles Hagood, Founder & Past President, The Access Group,
A Step-by-Step Guide to Better Outcomes
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International and Business Services Consulting i
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Leading to Performance Excellence
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“As an international expert in quality and safety, Utilizing the 3Ms of Process Improvement z
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is my go-to-guide for practical applications in process improvement. This is a must-read for all
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professionals looking to create sustainable processes and improve outcomes.”
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—David Jaimovich, MD, President of Quality Resources International
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Why is it that some improvement efforts succeed while others fail despite robust change management
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programs and the often do-or-die pressure to improve? Quite simply, there are three elements that
separate those that succeed from those that fail. They are the 3Ms—Measure, Manage to the
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Measure, and Make it Easier.
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Complete with forms, templates, and case studies from the aviation and manufacturing industries,
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Utilizing the 3Ms of Process Improvement supplies step-by-step guidance on how to use
the 3Ms to achieve performance excellence that lasts. Suitable for a wide audience—including o
suppliers, manufacturers, and those who work in service organizations, schools, healthcare, and f
government—it is as much about the science of process improvement as it is about how to lead P
process improvement utilizing the 3Ms.
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Illustrating applications of the 3Ms across a range of industries, the book weaves stories throughout c
about role models who have succeeded, as well as those who have failed. It identifies the specific
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elements that were missing or defective in the failed attempts, to provide a clear understanding
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of how the three elements work together. Arming you with a culture change method based on
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changing behaviors, it provides a leadership and management guide to achieving your objectives.
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The 3Ms have worked for Ben Franklin, Abraham Lincoln, and the author’s teams across the globe.
Now, with this book, you can put the power of the 3Ms to work for you in your quest towards p
improving processes and reducing costs. r
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The author encourages reader interaction and feedback on his website: www.rpmexec.com. He v
also provides you with access to the forms and templates described in the book. e
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K14239 n
ISBN: 978-1-4398-9560-3 t
90000
Richard Morrow
www.crcpress.com
9 781439 895603
www.productivitypress.com Foreword by Claes Rehmberg, EVP Business Excellence, SKF
K14239 cvr mech.indd 1 5/4/12 8:36 AM
Utilizing the 3Ms of
Process Improvement
A Step-by-Step Guide to Better Outcomes
Leading to Performance Excellence
Utilizing the 3Ms of
Process Improvement
A Step-by-Step Guide to Better Outcomes
Leading to Performance Excellence
Richard Morrow
Foreword by Claes Rehmberg, EVP Business Excellence, SKF
CRC Press
Taylor & Francis Group
6000 Broken Sound Parkway NW, Suite 300
Boca Raton, FL 33487-2742
© 2012 by Taylor & Francis Group, LLC
CRC Press is an imprint of Taylor & Francis Group, an Informa business
No claim to original U.S. Government works
Version Date: 20120424
International Standard Book Number-13: 978-1-4398-9565-8 (eBook - PDF)
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Dedication
This book is dedicated to my wife, Jan, and my children,
Adam and Janelle. I could not be more proud of you all.
I love you and thank you for allowing me to follow my passions
that often took me away from being there for you in person.
Contents
Foreword......................................................................................... xix
Acknowledgments........................................................................... xxi
About.the.Author...........................................................................xxiii
1 Overview.of.Process.Improvement.and.the.3Ms..........................1
Outcomes Are the Result of Processes .......................................................1
Performance Excellence ..............................................................................3
3Ms for Process Improvement ....................................................................3
Measure ...............................................................................................4
Manage to the Measure .......................................................................4
Make it Easier ......................................................................................5
Science of Process Improvement ................................................................5
Change Leadership ......................................................................................7
We Need All Three Ms to Sustain the Improvements ...............................7
Case Study in Process Improvement ..........................................................8
Utilizing the 3Ms for Process Improvement ...............................................8
3Ms, Scientific Methodology, Change Leadership ......................................9
Key Points .................................................................................................10
Endnotes ....................................................................................................10
2 Change.Leadership.....................................................................11
What Is Change Leadership? Change Management? How Do They
Differ? ........................................................................................................11
The Need for Leadership in Change: A Case Study in Healthcare .........11
Too Many Examples of Not Leading Change Well ..................................13
Management and Leadership: Scientific Management .............................13
Perfect Example of Scientific Management ..............................................14
Definition of Manager and Leader ...........................................................15
What Happens When There Is no Leader? ..............................................15
Leadership Principles ................................................................................16
vii
viii ◾ Contents
Abraham Lincoln on Leading Change ......................................................16
Leading Change to a Slave-Free America .................................................17
Industry’s Change Leaders ........................................................................18
Walking the Talk .......................................................................................19
Definition of Common Terms across Methodologies ..............................19
Key Points .................................................................................................20
Endnotes ....................................................................................................21
3 Resistance.to.Change.and.Process.Improvement.......................23
Forces against Change: Resistance, Time, Natural Laws..........................23
A Quick Win against Resistance ...............................................................24
Role of the Change Leader .......................................................................25
A Policy of Change and Continuous Improvement .................................26
Piloting Changes ................................................................................26
What Can Happen If Change Is Not Piloted First ............................26
Balancing Change and Continuity ....................................................27
The Emancipation Proclamation ..............................................................27
What Happens When One or More of the Ms Is Missing? ......................28
Dr. Semmelweis and Washing Hands: The Right Change, but … ..29
Why Is Change Needed In Healthcare? ............................................30
Semmelweis’s Improvement Dies with Him .....................................30
Forcing Doesn’t Always Work ...........................................................31
The Force of Resistance ............................................................................31
Benjamin Franklin, Electricity, and Change Leadership ..........................32
Principles of Electricity Explain Resistance to Change ....................32
What You Can’t See Can Hurt You ...................................................33
Using Resistance to Help Lead Change ....................................................34
Electricity and Forcing Change Can Be Dangerous .........................34
Getting Change to Flow ....................................................................35
Resistance to Change Can Vary within the Same Person ................35
Resistance between Two Bodies ......................................................36
Resistance at Home ...........................................................................36
Key Points .................................................................................................37
Practicing Change Leadership...................................................................37
Endnotes ....................................................................................................38
4 Process.Improvement.Methodologies.........................................39
Overview of the Most Popular Methodologies ........................................39
Work with Toyota and for Motorola .........................................................40
Motorola and Toyota Use Lean and Six Sigma Tools .......................41
