The Intersection of Change Management and Lean Six Sigma: The Basics For Black Belts and Change Agents 1st Edition Randy K. Kesterson PDF Download
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The Toyota Template the Plan for Just In Time and Culture
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The Intersection of
Change Management and
Lean Six Sigma
The Intersection of
Change Management and
Lean Six Sigma
The Basics for Black Belts and
Change Agents
Randy K. Kesterson
CRC Press
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Section I
vii
viii • Contents
Section II
Section III
Section IV
xi
Foreword
Much has been written on change. The sentiments expressed in articles
and books that describe the importance and challenges of successful
change management are certainly accurate. The statistics often quoted are
not. After all, can it really be true that 70% of change efforts fail (a number
blindly repeated time and time again)? Probably not. But then again, what
exactly does it mean to succeed? Most change DOES eventually happen.
The real question is how painful the path turns out to be and how much
time, effort, and money is lost along the way. The more time it takes and
the more effort required, the less efficient the change effort. Of course,
some change efforts DO actually fail, resulting in no net change. In the
end, the measurement of change lies along a continuum, and effective
change management is about improving the odds of success while reduc-
ing the resources required to succeed.
Randy K. Kesterson offers us his career’s worth of wisdom. In fact,
through research and interviews with others, he offers us many careers’
worth. By bringing together the collective wisdom, research, and learning
of so many others, Randy creates a truly collaborative compendium with
special emphasis on the challenges of driving day-to-day process changes
such as those often driven by the continuous improvement leaders we call
Six Sigma Black Belts.
Strategic change often comes from high above. While people might
drag their feet, mandates from high above generally move forward. In
these cases, change management is intended to grease the skids, ensuring
change happens as fast as possible.
On the other hand, Six Sigma Black Belts, the principal actors in this
book, tend to be operating at peer-to-peer levels, meaning they don’t have
the authority to mandate change and they don’t have the access to the
resources necessary to ram change through. Black Belts also tend to be
working to improve the daily operating processes of the business, which
is much like trying to change the belt on an engine while the engine is
running. In other words, for Six Sigma Black Belts, change manage-
ment efforts are often far more challenging than for their superiors in the
organization. Yet collectively, their efforts are no less important. In fact,
xiii
xiv • Foreword
1. Toyota
2. Ford
3. John Deere
4. Parker Hannifin
5. Textron
6. Illinois Tool Works
7. Intel
8. Caterpillar
9. Kimberly-Clark
10. Nike
I’d also nominate Danaher and Milliken for inclusion in the “far right” club.
For the less-Lean organization, building change management tools into
Lean Six Sigma projects helps to mitigate resistance to change, accelerat-
ing the benefits and saving the organization time, money, and employee
angst—in short, eliminating waste. Change management can also help
with the Lean Six Sigma initiative deployment or, more likely in today’s
world, redeployment.
xv
xvi • Preface
Why is it that more organizations are not farther right on the Lean con-
tinuum? I have a theory about this. Referring to the elements of Lean on
the right side of Figure P.1, where within a typical organization does strat-
egy formulation reside? Typically, at the top, you say, with the executive
team or involving a team of experts in the business development function?
And who does the lion’s share of work on process improvement? Maybe
Operations? And who fiddles the most with org structure? Executives with
the help of Human Resources/Organizational Development (HR/OD).
And who typically strives to improve workplace culture and address nag-
ging culture gaps? Maybe HR/OD again? How about metrics? Who typi-
cally owns most of them and tracks them? Maybe Operations and Finance?
The picture I’m painting is that the work to move toward a Lean(er)
organization requires the close coordination and alignment of multiple
teams of people working across functional areas, up and down the orga-
nization. It’s not easy. My observation is that organizations that have been
most successful (at least large organizations in some parts of the world)
have relied upon Hoshin Kanri to create the needed alignment from top
to bottom and across the organization.
Some people who have read early drafts of this book come from orga-
nizations on the far right side of the Fat–Lean continuum. A few of them
FIGURE P.1
The Fat–Lean Continuum. (Created by the author.)
Preface • xvii
seem to look down their Lean noses at people who don’t reside near them
in the land of Lean-ness. They tell me that Six Sigma is not really a part of
Lean, i.e., you shouldn’t require people to work on projects in Black Belt
roles, and they say that change management should not be needed. With
the greatest of respect, I tell them a story in an attempt to help them to see
other (less Lean) perspectives.
An Olympic swimmer was watching a very young boy take his first swim-
ming lesson at the community swimming pool. The boy had finally learned to
put his face in the water and was now using a float board while his instructor
held him a float. The Olympian scoffed, “you should not need a float board
to swim!” From his position at the far right end of the swimming continuum
he had forgotten that he once, long ago, had needed this kind of help as well.
I’ve spent two-thirds of my career in executive roles in industry and
one-third of my time in strategic change management consulting, working
deep inside the intersection of Lean Six Sigma and change management.
I’ve helped Master Black Belts within several Fortune 500 companies weave
structured change management approaches and tools into the DMAIC
(define, measure, analyze, improve, control) and DMADV (define, mea-
sure, analyze, design, verify) steps. The results have been significant.
Randy K. Kesterson
Davidson, North Carolina
REFERENCE
1. Top 10 Lean Manufacturing companies in the world, ManufacturingGlobal.com,
June 12, 2014.
Working at the Intersection
There are many people in this world who possess more expertise than I do
in the field of OCM, and there are also a considerable number of people
with far more expertise in Lean Six Sigma.
But, I suspect that I am a member of a fairly small group of people who
possess experience and some expertise in both—people with experience
working at the intersection of change management and Lean Six Sigma.
xix
Introduction
I’m guessing that you’re reading this introduction because you’re looking for
a simple explanation of Organizational Change Management (OCM). I under-
stand. I sometimes hear people involved in a stalled project tell others, “We
need to use change management on this project.” But, I wonder, “do they
really know what Change Management is?”
This book could be titled “Change Management 101.” It is intended to
be used as follows:
1. A refresher for existing Black Belts, Green Belts, and Master Black
Belts to improve their understanding of change management;
2. A primer in change management for new belts going through Lean
Six Sigma training;
3. A source of training material for those leading Lean Six Sigma train-
ing classes; and
4. A source for change management practitioners coaching existing
belts through their projects.
A DEFINITION
“Change management is about people. It is the way we help people navigate
change successfully. Tools, techniques, and processes exist to help people
make the transition to adopt change.”
xxi
xxii • Introduction
TERMINOLOGY
I’ll use the terms “organizational change management”, “change manage-
ment”, and “OCM” synonymously throughout this book.
I’ll also use the terms, “Lean Six Sigma” and the abbreviation “LSS”
interchangeably.
The first part of the book explains the BIG problem—resistance—and
why you should care about it. Part II explains what you can do about it.
Part III contains Q&A sessions I conducted with experts from the fields of
OCM and Lean Six Sigma; many of the interviewees are experts in both;
mini-biographies of all the participants are also included. Section IV
includes some nuggets of information that should help you as you move
on to more advanced change management topics.
xxiii
About the Author
Randy K. Kesterson has held executive-level positions at Cobham,
Doosan Bobcat, General Dynamics, and Curtiss-Wright, with prior suc-
cessful experience at Harsco Corporation, John Deere, and at privately
held Young & Franklin/Tactair Fluid Controls.
He also worked as a management consultant to organizations such as
Bank of America, Caterpillar, Motorola, Bank of Montreal, Ford Motor
Company, Milliken & Company, RJ Reynolds, and the Federal Aviation
Administration (FAA).
Randy recently served as the Chair of the Advisory Board for the Center
for Global Supply Chain and Process Management at the University of
South Carolina’s Moore School of Business. He earned his Six Sigma Black
Belt at North Carolina State University/IES.
He earned his Bachelor of Science degree in Engineering Operations
from Iowa State University and attended Syracuse University, where he
earned his MBA with a concentration in Operations Management.
Randy and his family have residences in North Carolina and in the
Washington, DC, area.
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