Management Matters

Introduction

Chapter One - Management System

1. Management System
2. Systems Thinking - Getting a Dog to Wag Its Tail
3. Respect People by Creating a Climate for Joy in Work
4. The Toyota Way – Two Pillars
5. How to Improve
6. From Quality Tools to Management Improvement
7. Focus on Customers and Employees
8. Engage in Improving the Management System
9. Encourage Improvement Action by Everyone
10. The Importance of Critical Thinking and Challenging Assumptions
11. Good Management is Good Management
12. Why Use New Management Ideas if So Many Fail To Do So Effectively
13. The Purpose of the Organization
14. Overpaid Executives
15. It Won’t Work Here

Chapter Two - Deming Management System

1. Deming Management System
2. Respect for People - Understanding Psychology
3. Being Destroyed by Best Efforts
4. Deming on Innovation
5. Create a System That Lets People Take Pride in Their Work
6. The aim of leadership is not merely to find and record failures of men
7. How to Manage What You Can’t Measure
8. The Illusion of Knowledge

Chapter Three - Management Concepts

1. Management Concepts
2. Going to the Gemba
3. Ignoring Unpleasant Truths is Often Encouraged
4. Having no Problems is a Problem
5. Habits
6. Mistake Proofing
7. Continual Learning
8. Flaws in Understanding Psychology Lead to Flawed Management
9. Data Visualization
10. Circle of Influence
11. Bad Management Results in Layoffs
12. Arbitrary Rules Don’t Work
13. Aligning Marketing Vision and Management
14. Working with Suppliers
15. Sub-Optimize
16. Root Cause Analysis

Chapter Four - Management Practices

1. Management Practices
2. Why Do People Fail to Adopt Better Management Methods?
3. How to Get a New Management Strategy, Tool or Concept Adopted
4. Good Process Improvement Practices
5. Good Project Management Practices
6. Write it Down
7. Making Better Decisions
8. Involve IT Staff in Business Process Improvement
9. Improving Software Development with Automated Tests
10. Firing Workers Isn’t Fixing Problems
11. Carve Out Time to Think
12. Continual Feeding
13. Building on Successful Improvement
14. Building Adoption of Management Improvement Ideas in Your Organization
15. Job Instructions

Chapter Five - Managing People

1. Managing People
2. Long Term Thinking with Respect for People
3. Eliminate Demotivation
4. Build an Environment Where Intrinsic Motivation Flourishes
5. Interruptions Can Severely Damage Performance
6. Maslow on Dealing with Authoritarians
7. Respect People: Trust Them to Use good Judgment
8. Negativity
9. Many Good Employees Want to Continue to Do Their Current Job Well
10. Talent Shortage, or Management Failure?
11. Hire People You Can Trust to Do Their Jobs
12. Helping Employees Improve
13. Do What You Say You Will
14. Dee Hock on Hiring
15. Practical Ways to Respect People
16. Don’t Empower
17. Respect for People Doesn’t Mean Avoiding Any Hint of Criticism
18. Righter Performance Appraisal
19. Don’t Treat People Like You Want to be Treated

Chapter Six - Understanding and Using Data

1. Using Data to Improve
2. Outcome and In-Process Measures
3. The Proxy Nature of Data
4. Distort the System
5. Data Can’t Lie
6. Common and Special Cause Variation
7. Bigger Impact: 15 to 18 mpg or 50 to 100 mpg?
8. Be Careful What You Measure
9. Actionable Metrics

Chapter Seven - Customer Focus

1. Customer Focus
2. What One Thing Could we do Better?
3. The Customer is the Purpose of Our Work
4. Kano Customer Satisfaction Model
5. Delighting Customers
6. Customers Are Often Irrational
7. Making Life Difficult for Customers
8. Customer Un-focus
9. Customers Get Dissed and Tell
10. Confusing Customer Focus
11. Be Thankful for Customers That Are Complaining, They Haven’t Given Up All Hope

Chapter Eight - Management Tools

1. Management Tools
2. Keys to the Effective Use of the PDSA Improvement Cycle
3. What One Thing Could we do Better?
4. Checklist
5. Checklists in Software Development
6. Improvement Tools and Improving Management
7. Factorial Designed Experiments

Chapter Nine - Ideas for Managers

1. Ideas for Managers
2. Revealed Preference
3. Confirmation Bias
4. The Problem is Likely Not the Person Pointing Out The Problem
5. Keeping Track of Improvement Opportunities
6. Eliminate the Waste of Waiting in Line with Queuing Theory
7. Going to the Gemba
8. Mistake Proofing Deployment of Software Code
9. Errors in Thinking

Chapter Ten - Ideas to Inspire

1. Ideas for Inspire
2. Positivity and Joy in Work
3. Paying New Employees to Quit
4. Improving the Recruitment Process
5. Respecting People Even If Demand Slows
6. How Downsizing is Handled When Management Respects People
7. Using Visual Instructions
8. Innovative Marketing Podcast
9. Google’s Answer to Filling Jobs Is an Algorithm
10. Giving Away Your Service for Free on Weekends
11. Customer Focus in Internet Travel Search
12. Combinatorial Testing
13. Build Your Business Slowly and Without Huge Cash Requirements
14. Acknowledge Failures, Learn, Improve and Share
15. Amazon Innovation
16. $60 Million Bonus - For all Staff
17. 5 Million Lives Campaign
18. Respect for People: Optimize for Developer Happiness at Etsy

Chapter Eleven - appendix and miscellaneous

1. Key Management Concepts, Practices and Tools
2. All Models Are Wrong But Some Are Useful