Management Systems Theory, Applications, and Design - Homepages

3.4.2. Summary ...................................................................................................................................... 1657
3.4.2.1. The Process Meets Goals for Your Stakeholders ............................................................................ 1658
3.4.2.2. Your Stakeholders Are Affected by Your Work ............................................................................. 1660
3.4.2.3. Know Your Stakeholders ................................................................................................................. 1664
3.4.2.4. Your Organization’s Views on Key Issues Underpin the Process................................................... 1666
3.4.2.5. Tom Gilbert and Competence .......................................................................................................... 1668
3.4.2.6. Juran and Customers ........................................................................................................................ 1670
3.4.2.7. How Do the Assumptions of the Management Process Relate to You? .......................................... 1672
3.4.2.8. The Functions Form a Closed Set .................................................................................................... 1676
3.4.2.9. Management System Synthesis Uses Management Tools. .............................................................. 1678
3.4.2.10. The Functions and Control Theory Are Fundamental to the Management Process. ....................... 1680
3.4.2.11. Cycle through the Functions for Continuous Performance Improvement. ...................................... 1682
3.4.2.12. The Plan-Do-Study-Act Cycle Reinforces the Functions. ............................................................... 1684
3.4.2.13. The Juran Trilogy ® Reinforces the Maturity Framework................................................................. 1688
3.4.2.14. Diagnose the Functions at Work in Your Unit. ............................................................................... 1690
3.4.2.15. The Functions Are Implemented by Concern. ................................................................................. 1692
3.4.2.16. The Guiding Rules Direct the Functions. ........................................................................................ 1694
3.4.2.17. Compare the Guiding Rules to Deming’s 14 Points. ....................................................................... 1696
3.4.2.18. Proper Use of the Guiding Rules Maximizes Benefit...................................................................... 1698
3.4.2.19. Almost Guiding Rules Are Important Too. ..................................................................................... 1700
3.4.2.20. The Management Process Reflects Its Assumptions ....................................................................... 1702
3.4.2.21. When Must You Manage through Cooperation? ............................................................................. 1704
3.4.3. The Functions and Guiding Rules ................................................................................................................. 1709
3.4.3.1. Planning ...................................................................................................................................... 1709
3.4.3.1.1. Focus on What You Can Do (Rule #1). ........................................................................ 1710
3.4.3.1.2. Setting Expectations (Function #1) Sets Your Direction and Reduces Frustration. ..... 1712
3.4.3.1.3. Process Expectations Are Different from Results Expectations. .................................. 1714
3.4.3.1.4. Expectations Affect Your Behavior Differently for Different Endeavors. ................... 1716
3.4.3.1.5. Set Different Kinds of Expectations Reflecting How Well You Know the Process. ... 1718
3.4.3.1.6. Learn How to Derive Expectations from Goals through an Example. ......................... 1720
3.4.3.1.7. Write Crisp Qualitative Goals and Determine Quantitative Objectives. ...................... 1724
3.4.3.1.8. Write a Crisp Scoping Agreement. ............................................................................... 1727
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