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Quality Results Are What
Counts
 I've read all
the Harvard Business Review case study articles on TQM,
reengineering, Six Sigma, lean manufacturing, and today's latest
silver bullet—lean Six Sigma. Without divulging my age, I can
honestly say I've been around for all these techniques and a few
others. I spent the first 10 years of my career in the manufacturing
world, where I got a dose of most of these techniques before they
hit the financial services and health care industries.
One thing I've learned is that unless the right approach is
properly applied to any complex problem, a good solution is not
guaranteed. Today's thorny business problems need well-thought-out
solutions. Sure, I have a bias against the silver bullet theory.
Many executives sign up just to say, "We are using (fill in the
blank) to solve our performance problems." But it is not that easy.
It was someone back in the 1600s who once said something like, "A
problem well stated is a problem half solved." I've always liked
that because it focuses on first understanding the problem.
To begin with, I need information about the situation to
really understand what we are trying to solve. That means knowing
the process and all its impacts—having data on inputs and outputs,
then having a good understanding of each available technique and
approach and how it might help. Each of the techniques mentioned
above is best suited to certain types of problems. When the business
analyst truly understands the problem, he or she is better prepared
to select an analytic technique or techniques to solve the problem.
Problems with speed of processing—where there are too many hand-offs
or too much specialization in skills—may be the main issue. The
concepts around lean manufacturing might need to be applied.
Some organizations measure every step in a process and focus
on errors and eliminating them, and Six Sigma has provided insight
into many operating problems. Knowing where and when to apply
attributes of Six Sigma can help. What if we have a process that is
measured, tracked, and reported, but has little value in the end
product? Wouldn't we want to apply some of the Value Analysis
techniques to a product development cycle before we measure it?
Sure, we all understand that today's business problems are
complicated. One-size-fits-all approaches don't fit all! The Nolan
Company feels that there are two imperatives when it comes to
solving complex business problems. First, involve the right
knowledge workers (business owners, analysts, workers, and, yes,
consultants). Second, understand what all the latest tools and
techniques can offer. Then you will be able to deploy the right mix
of tools to solve your specific problems. Remember, it is quality
results you are looking for, not recognition that you are a member
of the latest "silver bullet" club!
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Join
Us...
NAMIC
PERSONAL LINES UNDERWRITING SEMINAR
April 22 - 24,
2009
Westin Riverwalk
San Antonio, Texas
More
Meet
Onsite
ACORD LOMA
INSURANCE SYSTEMS FORUM
May 17 - 19, 2009
Walt Disney
World Dolphin Resort
Orlando, Florida
More
Meet
Onsite
FARM BUREAU
ANNUAL CONFERENCE
June 5 - 6, 2009
Gaylord Palms
Resort
Orlando, Florida
More
Meet
Onsite
NAMIC
MANAGEMENT CONFERENCE
June 21 - 24, 2009
Fairmont
Tremblant
Quebec, CANADA
More
Meet
Onsite
We welcome the opportunity to meet
you in person at any of these events. Click "Meet Onsite" to send us
an email with your contact information. We'll be in touch to arrange
a convenient time to meet you at the event. |
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2009 IASA
Annual Conference
The Nolan
Company is honored to sponsor the conference's keynote address given
by Michael Eisner, former CEO of The Walt Disney Company. Eisner's
speech, "The Creative Economy," will discuss the importance of
generating fresh ideas while enhancing and protecting your brand.
Nolan executives will also co-present and moderate various sessions
at this annual conference held at in Orlando,
Florida.
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2009 Nolan Events and
Sponsorships
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Previous Nolan e-Newsletters
Online
Past articles
from Nolan Spotlight, as well as Nolan's other e-Newsletters—Bank
Statement and Trend Line—are now available on our Website. Follow
the link below to browse the archives.
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