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Process
Improvement
Simplified
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To request a complimentary catalog of ASQ Quality Press publications,
call 800-248-1946, or visit our website at www.asq.org/quality-press.
Process
Improvement
Simplified
A How-To Book for Success
in Any Organization
James B. King, Francis G. King,
and Michael W. R. Davis
Under the Guidance of John Manoogian,
Gene Nelson, Ray Smock, and Larry Sullivan
ASQ Quality Press
Milwaukee, Wisconsin
American Society for Quality, Quality Press, Milwaukee 53203
© 2014 by ASQ
All rights reserved. Published 2014
Printed in the United States of America
20 19 18 17 16 15 14
5 4 3 2 1
Library of Congress Cataloging-in-Publication Data
Cataloging in Publication Control Number: 2014000230
ISBN 978-0-87389-883-6
No part of this book may be reproduced in any form or by any means, electronic,
mechanical, photocopying, recording, or otherwise, without the prior written permission
of the publisher.
Acquisitions Editor: Matt T. Meinholz
Managing Editor: Paul Daniel O’Mara
Production Administrator: Randall Benson
ASQ Mission: The American Society for Quality advances individual, organizational,
and community excellence worldwide through learning, quality improvement, and
knowledge exchange.
Attention Bookstores, Wholesalers, Schools, and Corporations: ASQ Quality Press
books, video, audio, and software are available at quantity discounts with bulk
purchases for business, educational, or instructional use. For information, please
contact ASQ Quality Press at 800-248-1946, or write to ASQ Quality Press,
P.O. Box 3005, Milwaukee, WI 53201-3005.
To place orders or to request ASQ membership information, call 800-248-1946. Visit our
website at http://www.asq.org/quality-press.
Printed on acid-free paper
Table of Contents
List of Figures and Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Acknowledgments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 2: Troubled Processes in Real Life . . . . . . . . . . . . . . . . .
Airport Screening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
State and Local Governments. . . . . . . . . . . . . . . . . . . . . . . . . . .
Small Businesses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Big Business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Professional. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Institutional. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 3: Yield and Throughput . . . . . . . . . . . . . . . . . . . . . . . . .
Example of the Shirt: Learning About Yield . . . . . . . . . . . . . . .
Successive Outputs from Machines . . . . . . . . . . . . . . . . . .
Supplementing Experience with Data . . . . . . . . . . . . . . . . .
What Does Experience Plus Data Tell Us? . . . . . . . . . . . . .
Example of the Breakfast: Learning About Throughput . . . . .
Measurements and Their Analysis Are Done Methodically
with Discipline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Advantages and Disadvantages of Measuring and Analyzing
a Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 4: Who Is the Customer? . . . . . . . . . . . . . . . . . . . . . . . . .
Can a Dryer Be a customer? . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Process Boundaries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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