Sustaining Lean PDF

E N T E R P R I S E E X C E L L E N C E
S E R I E S
SUSTAINING
LEAN
S E R I E S
Series Mission
To share new ideas and examples of excellence through case
studies and other reports from all types of organizations, and to
show how both leading-edge and proven improvement methods
can be applied to a range of operations and industries.
Green Manufacturing: Case Studies in Lean and Sustainability

Lean Administration: Case Studies in Leadership and Improvement
Sustaining Lean: Case Studies in Transforming Culture
S E R I E S
SUSTAINING
LEAN
Case Studies in
TRANSFORMING CULTURE
Association for Manufacturing Excellence

(AME)
7dXVGVidcAdcYdcCZlNdg`
8G8EgZhh^hVc^beg^cid[i]Z
IVnadg;gVcX^h<gdje!Vc^c[dgbVWjh^cZhh
6EGD9J8I>K>INEG:HH7DD@
Productivity Press
Taylor & Francis Group
270 Madison Avenue
New York, NY 10016
© 2009 by Association for Manufacturing Excellence

Productivity Press is an imprint of Taylor & Francis Group, an Informa business
No claim to original U.S. Government works

Printed in the United States of America on acid-free paper
10 9 8 7 6 5 4 3 2 1
International Standard Book Number-13: 978-1-4200-8379-8 (Softcover)
This book contains information obtained from authentic and highly regarded sources. Reasonable efforts
have been made to publish reliable data and information, but the author and publisher cannot assume
responsibility for the validity of all materials or the consequences of their use. The authors and publishers
have attempted to trace the copyright holders of all material reproduced in this publication and apologize
to copyright holders if permission to publish in this form has not been obtained. If any copyright material
has not been acknowledged please write and let us know so we may rectify in any future reprint.
Except as permitted under U.S. Copyright Law, no part of this book may be reprinted, reproduced, trans-
mitted, or utilized in any form by any electronic, mechanical, or other means, now known or hereafter
invented, including photocopying, microfilming, and recording, or in any information storage or retrieval
system, without written permission from the publishers.
For permission to photocopy or use material electronically from this work, please access www.copyright.
com (http://www.copyright.com/) or contact the Copyright Clearance Center, Inc. (CCC), 222 Rosewood
Drive, Danvers, MA 01923, 978-750-8400. CCC is a not-for-profit organization that provides licenses and
registration for a variety of users. For organizations that have been granted a photocopy license by the
CCC, a separate system of payment has been arranged.
Trademark Notice: Product or corporate names may be trademarks or registered trademarks, and are
used only for identification and explanation without intent to infringe.
Library of Congress Cataloging-in-Publication Data
Sustaining lean : case studies in transforming culture / Association for Manufacturing

Excellence.
p. cm. -- (Enterprise excellence series ; 3)
ISBN 978-1-4200-8379-8 (alk. paper)
1. Organizational effectiveness--Case studies. 2. Organizational change--Case
studies. 3. Corporate culture--Case studies. I. Association for Manufacturing
Excellence (U.S.)
HD58.9.S87 2009
658.4’012--dc22 2008030942
Visit the Taylor & Francis Web site at

http://www.taylorandfrancis.com
and the Productivity Press Web site at

http://www.productivitypress.com
Contents
Introduction............................................................................................ix
Chapter 1 The Case for Lean Culture: Sustain the gains from
your lean conversion........................................................... 1
David Mann, Ph.D.
Chapter 2 Leading the Working Culture Revolution....................... 19

John Woods and Robert W. Hall
Chapter 3 Thriving on Continuous Learning at

Hewlett-Packard America’s Software Manufacturing
(ASM): It’s more than a strategy — it’s their culture...... 33
Lea A.P. Tonkin
Chapter 4 Batesville Casket Company’s Culture of Continuous

Improvement: Innovation, creativity — and yes,
listening to the voice of the customer — are alive
and well here . ................................................................... 43
Lea A.P. Tonkin
Chapter 5 5S at Deceuninck North America’s Monroe Site:

Sustaining and Improving the Gains: 5S is the
foundation for culture change and continuing
improvements ................................................................... 51
Cash Powell Jr. and Steve Hoekzema
Chapter 6 Team-Centered, Continuing Improvements at

General Dynamics Advanced Information Systems:
Teamwork and a long-term commitment to
continuous improvement make the difference............... 65
Jim Tennessen and Lea A.P. Tonkin
v
vi • Contents
Chapter 7 Re-Making Furniture Making at Hickory Chair

Company: Their “secret weapon”: employees................. 75
Deborah Porto and Michael Smith, PhD
Chapter 8 Stable Chaos: Leading Change in the Fast Lane........... 107

Douglas F. Carlberg
Chapter 9 How Human Resource Departments Can Help

Lean Transformation...................................................... 119
Dr. Monica W. Tracey and Jamie W. Flinchbaugh
Index..................................................................................................... 129
Series Mission
To share new ideas and examples of excellence through case studies and
other reports from all types of organizations, and to show how both
leading-edge and proven improvement methods can be applied to a range
of operations and industries.
vii
Introduction
One of the most widely recognized challenges facing companies adopting
a lean strategy is how to sustain initial momentum and develop a corporate
culture with a built-in, ongoing commitment to that strategy. The chapters
in this book provide some insights as to how that can be achieved.
These chapters were originally published as articles in the well-regarded
magazine Target, published by the Association for Manufacturing Excellence.
Most of the articles chosen for this collection are case studies; a few more
broadly discuss the issues involved in long-term cultural transformation.
In Chapter One, David Mann, Ph.D., author of the book Creating a Lean
Culture: Tools to Sustain Lean Conversions, discusses just what it means to
have a lean culture. He explains the importance of the lean conversion of
management systems, as well as production processes, and he describes
the need to achieve that conversion through the proper sequence of steps,
as well as what questions to ask.
In a similar vein, Chapter Two talks about the “working culture gap”
between a typical non-lean organization with a structured flow of operations
and an organization that is habitually learning. The focus in this chapter is
on leadership, and how leaders must understand and support process excel-
lence, encourage a thinking culture, set strategic direction and create the
proper structure.
A case study of an organization that works to achieve all this is the sub-
ject of Chapter Three – specifically, Hewlett-Packard America’s Software
Manufacturing division. Learn in this chapter how the division’s employees,
led by committed leaders, use training, tools and well-defined goals to sus-
tain their culture.
Batesville Casket Company, the focus of Chapter Four, is also a com-
pany that works hard to sustain its culture. This chapter describes how
that culture is defined as Daily Continuous Improvement, as well as the
company’s very strong focus on listening to the voice of the customer.
At Deceuninck North America, the company described in Chapter Five,
a culture of continuous improvement is based on a foundation of 5S. While
5S is often viewed as simply one lean tool, the cultural changes and work
habits it helps establish can have far-reaching effects in bringing about cul-
tural transformation.
ix
x • Introduction
A team-centered approach is at the heart of continuous improvement at

General Dynamics Advanced Information Systems, explained in Chapter
Six. Key elements include permanent factory teams, temporary kaizen
teams, and strong communication among all teams and all employees.
How a struggling company in a declining market turned itself around is
the story told in Chapter Seven. Hickory Chair Company, through strong
and dedicated leadership as well as a new culture of empowered employees,
avoided traveling the outsourcing route chosen by many in its industry,
managing not only to maintain U.S. operations but to do so profitably.
At M2 Global, the focus of Chapter Eight, new business demands
prompted the company to pursue a multi-pronged effort to redefine itself.
That effort included tapping into the knowledge and expertise of the
workforce, finding a better manufacturing philosophy, and embracing an
adaptation of quality function deployment.
A fully engaged HR department can be valuable in sustaining lean cul-
ture, or so argue Dr. Monica Tracey and Jamie Flinchbaugh in Chapter
Nine. Basing their comments about research on lean transformations, they
offer specific recommendations to HR managers regarding their role in
these transformations.
Whether you are in the early stages of building a lean culture or far along
the journey, you face the challenge of sustaining that effort. The chapters
in this book can be a valuable resource in meeting that challenge.
1
The Case for Lean Culture: Sustain
the gains from your lean conversion
David Mann, Ph.D.
In Brief
Becoming a lean organization means transforming not just produc-
tion processes, but management as well. A lean management system
is an integral element of the lean process, critical to sustaining gains.
It is important to understand what lean culture is and what issues
must be addressed or obstacles overcome to create that culture.
There’s a missing link in most descriptions of lean manufacturing. It’s

lean culture, and a lean management system to go with it. Management
practices for lean and the lean culture that grows from them are like many
other aspects of lean: easy to grasp but difficult to consistently execute.
This article provides a framework to understand three related topics:
the nature of lean and mass production cultures, how lean management
practices differ from those in mass production, and the nature of the task
in changing from mass to lean culture.
“Culture” and “management system” are used interchangeably in this
article. The lean management system consists of the discipline, daily prac-
tices, and tools needed to sustain and extend lean implementations. Lean
culture grows from these practices when the practices become habitual, a
way of thinking or mindset. So, don’t focus on “culture” as a target. Focus
instead on behavior, on habits and practices, extinguishing the old and
reinforcing the new. As you prepare to do this, be aware that the task is
1
2 • Sustaining Lean
formidable. The lion’s share of what it takes to make lean conversions long-
running success stories is the change in management systems from mass
to lean.
First, consider lean production. Lean manufacturing is an idea whose time
has come. Manufacturers the world over have recognized the advantages
in leadtime, productivity, quality, and cost enjoyed by lean competitors in
industry after industry. One of the attractive features of lean is that it’s so
easy to understand. Customer focus, value stream organization, standard-
ized work, flow, pull, and continuous improvement are readily grasped.
Second, lean is typically not capital intensive; it relies on simple, single-
purpose equipment with minimal automation. Lean scheduling systems are
equally simple and inexpensive, rarely requiring much if anything in the
way of incremental IT investment. Finally, lean layouts and material flows
are relatively straightforward to design and implement whether through
redesign of entire value streams or more narrowly-focused kaizen events.
Parallel Implementations
So, lean production confers many advantages. It is easily grasped, requires
minimal capital for equipment and systems support, and is relatively
straightforward to implement. Yet, the experience of many — indeed,
most — companies that have attempted to convert to lean production has
been failure and retreat. This is one of the paradoxes of lean. It seems so
easy, yet success is so difficult!
What is it about lean that makes successful implementation so rare as
to be newsworthy? Something, some crucial ingredient, must be missing
from the standard list of steps in lean conversions. The missing link is this:
a parallel lean conversion effort, that is, one that converts management
systems from mass production to lean.
Changing from What, to What?

The physical changes in a lean conversion are easy to see: Equipment gets
rearranged, inventory is reduced and deployed in new ways, there are
The Case for Lean Culture • 3
notable changes in material supply, production scheduling, and standard-

ized methods. The change in management systems is not so obvious. An
orienting question about the lean management system might be: Change
from what, to what?
From: Conventional Mass Production

Think about management in a conventional mass production operation.
First and foremost, the focus is on results, on hitting the numbers: Did we
meet the schedule for this day or this week? How many defective units were
caught by quality inspections? Did we hit our targets for material cost and
production labor? Managers in conventional systems track key indicators
like these through monitoring and analysis of reports that summarize the
previous period’s (day, week, or month) data.
Managers attend many meetings to review production status and trouble
shoot problems. These meetings typically revolve around computer-gener-
ated reports that line managers and support group specialists pore over in
conference rooms. Disagreements are common about which departments’
reports to believe. (These disagreements can sometimes be resolved only
by doing actual cycle counts or other research on the production floor!)
The focus is usually retrospective, looking at what happened last reporting
period, determining who or what messed up, and deciding how to recover.
With more sophisticated IT systems, these data are accessible more or less
in “real” time. Looking at a computer monitor, managers can see a numer-
ical or even graphic reflection of the state of their production process. This
seems like an improvement, and often can be — provided one can sift
through all the available data to identify the critical numbers to watch.
From: Do Whatever It Takes!

When problems arise that threaten schedule completion, the common
practice is “do whatever it takes” to meet the schedule. Expedite internal
parts, pressure suppliers, airfreight late materials, put on more people,
pressure the inspectors, reorder missing parts with a fudge factor to make
sure you get the few good ones you need, authorize overtime. Just meet
the schedule! Tomorrow or next week, it’s a new day with a new sched-
ule and new challenges. Things that went wrong yesterday are typically
dropped in the press to meet today’s demands. After all, today’s schedule
must be met!
In fact, most manufacturing managers have learned how to be suc-
cessful in this kind of system. They know the workarounds and tricks to
ensure success in an uncertain environment where the bottom might fall
out in one of several areas on any given day. The tricks of the trade include
“secret” stashes of extra material, people, and even equipment to be called
on in time of need.1 Never mind that all this is costly in the long run. In
the short run, results are what matter and the numbers don’t lie; you either
met the schedule or you didn’t.
To: Lean Production and Lean Management

In lean systems the results certainly matter but the approach to achieving
them differs sharply from conventional management methods. The differ-
ence in a lean management system is the addition of a focus on process as
well as a focus on results. The premise is this: Start by designing a process
to produce specific results. If you’ve done a good job of designing the pro-
cess and you maintain it, you’ll get the specified results. In concept, this
is simply a matter of maintaining production at takt time. If you do, you
meet demand. As you make improvements in the process, you should
expect improved results.
To: Lean Processes Need Lean Management

A critical point is to think about the lean management system as an inte-
gral element of the lean process. Here’s why. If the process was a perfect
system, it would always run as designed and always produce consistent
results. A real-world system requires periodic maintenance and occasional
intervention and repair to continue producing results. The more complex
the system, especially the more automated it is, the more maintenance and
repair it requires. It may not seem like this should be true, but it is. A more
reliable and flexible solution usually is to rely less on automation and more
on people and simpler equipment.
Relying on people brings its own set of issues. People require all sorts of
“maintenance” and attention. Left to their own devices, people are prone
to introduce all kinds of “mischief,” that is, variation in the system that
can take things far afield from the original design. If anything, lean pro-
duction is more vulnerable to these effects than mass production because
of the tight interdependence and reliance on precise execution in lean
designs. That’s why discipline is such an important factor in lean pro-
cesses. Without a high degree of discipline in a lean process, chaos ensues
in short order. That’s where the lean management system comes in.
To: Process Focus Produces Results

Putting it plainly, if you want a process to produce the results it was
designed for, you have to pay attention to it. One of the first rules of pro-
cess focus in lean production is regularly seeing the process operating
with your own eyes. The closer your position is to the production floor
(value stream manager, department supervisor, team leader as opposed to
plant manager, manufacturing director, or VP), the more time you should
spend watching the process, verifying execution consistent with design,
and intervening when you observe nonstandard or abnormal conditions.
Production team leaders should spend virtually all of their time training
operators in the process, monitoring the process, or improving it. Taking
time to monitor the production process applies all the way up the chain
of command, though with decreasing frequency and duration. That’s why
lean manufacturing executives meet with their plant managers out on the
production floor, to spot-verify that processes are defined, are visually
documented and controlled, and are being followed. It also allows execu-
tives to verify plant managers know what’s going on with their lean pro-
cesses. Meetings and discussion of reports in conference rooms become
secondary activities in management reviews.
Another way of thinking about this, and another paradox in lean man-
agement, is that lean managers are so focused on results that they can’t
afford to take their eyes off the process they rely on to produce their
results. Looking at what happened yesterday is way too late to do any-

thing about yesterday’s results. On the other hand, looking at what hap-
pened last hour, last pitch, or even better, last takt cycle gives the chance to
recover from an abnormal or nonstandard condition. But that’s only true
if trained eyes (like a team leader’s) are there to see the abnormality and
the pertinentprocesses are well defined, clearly documented, operating in
a stable environment, and resources are available to respond in real real
time. That is, someone is available to respond right now!
Further, this means focusing on the process as it operates from begin-
ning to end, not only at the finished component or finished goods end.
That’s why lean designs require so many team leaders, to spot problems
in upstream intermediate or sub-process areas and to respond right away
to prevent or minimize missing takt at the outlet end of the process. An
integral part of the lean management system is having the appropriate
number of team leaders on the floor to focus on the process. It requires
a leap of faith not to scrimp on this crucial part of the system; having
enough leaders available to monitor the process, react to problems, and
work toward root cause solutions is an investment that pays off in business
results. But at first, and from a conventional perspective, team leaders just
look like more overhead.
To: Process Standards and Measures

Unlike managing in a results-focused system, process focus implies fre-
quent measurement against expected intermediate outcomes. As neces-
sary, interventions can be started before the end results are affected. A
corollary of frequent measurement at multiple intermediate steps in a lean
process is that data are readily available to aid quick diagnosis of problems,
spur immediate remedial action, and eventually eliminate root causes of
problems. This is one aspect of continuous improvement. Rather than wait-
ing for problems to develop, you’re constantly monitoring for early signs
of developing troubles, and are primed to take quick action to eliminate
the causes of problems. Contrast this approach with the conventional mass
production culture in which most supervisors expect various unpredictable
problems and have earned their spurs by being able to work around them
to get out the day’s schedule.
A new management system is called for in lean conversions because lean
processes are much more tightly interdependent than conventional systems
and are designed not to have the extras stashed away to use in a pinch to
bail out conventional systems. Even so, things go wrong in lean systems
just as they do in mass systems. By design there’s little unaccounted-for
slack in the system to fall back on in a lean process. Because of that, lean
processes require far more attention to disciplined, cycle-by-cycle opera-
tion to be sure the process stays in a stable state. Otherwise, the process will
fail to hit its goals and fail to deliver the business results so important in
any kind of production system. Paradoxically then, “simpler” lean systems
in many ways require more maintenance than conventional systems. That’s
why they require a specific management system to sustain them.
What Is Lean Culture?

For our purposes, we can define culture in a work organization as the
sum of many individuals’ habits related to the work in the organization.
A related way to think of culture is that it’s the knowledge of how things
are done that an adult needs to stay out of trouble as a member of a group.
One of the interesting things about culture is that for group members,
culture is invisible. It’s the things that are “given,” or “the way we do things
around here.” It’s typical not to question this kind of thing, or even to real-
ize there are alternatives to it. Yet, it’s easily possible to “see” work culture
in a production environment by asking basic questions about common
practices, such as these:
1. What are inventory practices around here?

2. How often does management look at the status of production here?
3. Who’s involved in process improvement activities in this area?
Asking these questions would reveal some of the distinctions between the
cultures in conventional and lean production environments.
Visible Attributes of Culture in Mass and Lean Production

Cultural Attribute Mass Production Culture Lean Production Culture
Inventory practices: Managed by computer Managed Visually
system
Ordered by forecast Ordered based on actual use
Stored in warehouse areas Stored in flow racks or grids
or automated storage addressed by part number
and retrieval facilities
Held in bulk containers Held in point-of-use containers;
container quantity + number of
containers specified per address
Moved by lift truck Deliveries by hand cart or tugger
Many hours’ worth or Precise quantities (often < an hour’s
more per deliver worth) delivered to point of use
Delivered by the skid or Deliveries by hand cart or tugger
tub by hi-lo
Production status: Checked at end of shift, Checked by a team of leaders several
beginning of next shift, times an hour
or end of week
Checked by supervisor, Checked by supervisors four or more
higher level managers times a shift
Checked by superintendents once or
twice during the shift
Updated for all involved in a
sequence of brief daily reviews of
the previous day’s performance
Process improvement: Made by technical Can and routinely are initiated by
project teams anybody, including operators
Changes must be Regular, structured vehicles encourage
specifically “chartered” everyone from the floor on up to
suggest improvements and perhaps
get involved in implementation
No changes between Improvement goes on more or less
“official” projects all the time, continuously
Figure 1.1
The examples in Figure 1.1 give a partial picture of the “everyday-ness”

of culture. It’s made up of myriad habits and practices that make it pos-
sible for people to go through their work day without having constantly to
think about who, what, where, when, how, and so on. Culture allows us to
operate more or less on autopilot during the workday. By the same token,
a distinct culture also makes it easy to identify counter-cultural behaviors,
practices, or events.
Cultural Inertia
One implication of culture as a collection of habits and practices is that it
has incredible inertia and momentum going for it. Cultural inertia is like
a body in motion, tending to stay in motion in the same direction unless
acted on by an external force.
Conventional mass production systems include a culture. So do lean pro-
duction systems. When you change the physical arrangements from mass
to lean, however, the culture does not change from mass to lean unless
specific action is taken to replace one management system with another.
That’s the “parallel” lean implementation noted earlier, implementing the
lean management system.
Conventional habits and practices live on even if the layout, material,
and information flows have changed. For example, operators whose area
switched from MRP (Material Requirements Planning) schedules to pull
signals were quite inventive figuring out how to get access to a schedule
they then followed regardless of the pull signals. In this example, the fab-
rication operators regularly produced according to the discarded schedule
they retrieved every day from a trashcan near the dispatch office until they
were found out and the schedule paperwork was shredded. Another com-
mon occurrence is for operators in newly-converted flow lines transformed
from batch build to go right on building. When the line fills up, it’s typical
to see the overproduction stacked on the floor or conveyors, overflowing
containers, etc.2
New Settings, Old Habits

Similarly, it’s typical to see supervisors and team leaders in a newly re-
arranged area rushing off here and there to chase parts or jump onto the
line to run production. In some cases, it’s nearly impossible to convince
supervisors or team leaders to make the hourly entries on production
tracking charts because they’re “too busy” to get to this task. Then, once
the tracking charts are actually filled out, it’s not unusual to see them
simply pile up on (or under) a supervisor’s desk with no attention at all
to the interruptions documented on the charts. If the schedule has been
met, there’s no interest in what’s on that “paperwork.” And if the schedule

hasn’t been met, there’s “real work” to be done; no time to waste with these
records of interruption! That won’t get the schedule out today, and in the
old — and ingrained — culture, that’s all that counts.
In conventional mass production, it’s seen as important to be busy doing
something directly physically linked to production. Waiting for a produc-
tion instruction card to arrive before starting to produce simply seems
wrong. Standing and waiting for the next piece to come down a progres-
sive build line is definitely counter-cultural in the mass production world.
In such an environment, these interruptions in the rhythm of produc-
tion are not considered to be valuable diagnostic information signaling
an abnormal condition in the production system, that’s for sure! Relying
on the reduced inventory of parts called for in a pull system seems sure to
lead to stock-outs down the line. There’s no perceived value in recording
data that documents the operation of the process. Action is what counts,
and if it’s based on gut feel and experience, it must be right because “that’s
the way we get things done around here.”
These are only a few habits of thought, interpretation, and action that
people absorb as part of the culture in a mass production environment.
They are at clear variance with the kinds of habits and daily practices nec-
essary for the precise and disciplined execution lean systems need in order
to meet their promise for productivity, quality, and ongoing improvement.
A few of the ways in which mass and lean cultures differ are shown in
Figure 1.2. Many mass production cultural practices are strikingly tied to
longstanding ways of relating to others at work while many lean practices
are related to disciplined adherence to defined processes. (See the accom-
panying box, “A Note on Attitudes.”)
Changing Cultures: The Nature of the Task

We usually refer to changing habits with the word “break,” as in, “That’s a
hard habit to break.” Similarly, many talk about “kicking” habits. In each
case, these words imply that changing habits is an event, a discontinuous
step-change from one state to another which, once accomplished is a
one-time event that’s over and done with, and no going back.
Differences in Habits and Practices Between

Mass Production and Lean Production Cultures
Mass Production: Lean Production:
Personality Focused Work Practices Process-Focused Work Practices
Independent Interdependent, closely linked
Self-paced work and breaks Paced by process, time as a discipline
Leave me alone I work as part of a team
I get my own parts and supplies In- and out-cycle work are separated and
standardized
We do whatever it takes to get the job done There’s a defined process for pretty much
everything; following the process
I define my own methods Methods are standardized
Results are the focus; do whatever it takes Process focus is the path to consistent
results
Improvement is someone else’s job; it’s not Improvement is the job of everyone
my responsibility
Maintenance takes care of the equipment Taking care of the equipment to minimize
when it breaks; it’s not my responsibility unplanned downtime is routine
Managed by the pay or bonus system Managed by performance to expectations
Figure 1.2
Many habits that come to mind are personal and physical in nature.
Smoking, nail biting, various forms of fidgeting — jingling pocket change,
fiddling with an ID badge, a pen, or glasses, etc. At some level, each habit
provides some form of comfort. We don’t think of our work habits so much
because many of them are part of the particular culture at work, and that’s
effectively invisible. Nevertheless, these habits arise because they bring
some form of comfort, too. In a conversion to lean production, some of
these habits will be a hindrance and some will be a help.
Here are some examples of management habits in conventional mass
production operations:
• Keep a quantity of extra material stashed away at all times; you might
need it.
• Take time to listen to what people want to tell you.
• Always maintain a minimum ten percent surplus labor and plenty of
WIP; something could go wrong.
• Speak to everybody in the department every day.
A Note on Attitudes
Many lean conversions include a change management program
focused on employees’ attitudes toward the change. That’s because
leaders anticipate substantial resistance to the new, leaner ways of
working and seek to minimize push-back through programs of
various types to soften up employees’ attitudes about the upcom-
ing conversion.
Our approach at Steelcase to managing change has been dif-
ferent (see “Communicating During Change: Be Interactive, Be
Participative!” Target, First Quarter 2001, pp. 30–33 and the AQP
article noted at the end of the box). We provide information about
conversion, more frequently in areas that will be most directly
affected. Beyond that, we’ve focused on preparing those in shop
floor leadership positions to respond effectively to peoples’ ques-
tions about the lean conversion, to share briefly the pertinent
information about lean, and to solicit further questions from
employees. Think of this as a “pull” approach to managing change
in which employees’ questions and concerns largely establish the
agenda and topics.
As the changes in the production system begin to be implemented,
we follow the principle that technical change must come before and
drive cultural change. So, we focus on clearly communicating the
expectations associated with the newly-changed production pro-
cess. And, we continue to encourage and respond to “pull” signals
from employees for more information as the new processes affect
their work.
Throughout the lean conversion process, our emphasis on change
management has been to prepare shop floor leaders to lead the
conversion to lean in their own words (but based on shared under-
standing of lean principles) largely prompted by employee ques-
tions. In units with strong, effective, responsive leadership employee
resistance simply has not been an issue. In units with less effective
leadership, resistance has been problematic. And, in units where
we’ve changed leaders, employee attitudes toward lean and the
change to it have followed suit.
A second crucial influence on employees’ attitudes is the degree

to which management follows through on the lean principle call-
ing for experiments to be carried out at the lowest possible level in
the organization under the guidance of a leader/teacher (see Spear
and Bowen’s excellent article on the rules of the Toyota Production
System). When leaders provide avenues to implement employees’
suggestions for process changes and improvements, the effect on
attitudes is powerfully positive, far beyond what any “attitude” or
“morale” program could hope to produce.
To sum up, attitude is a lot like culture. Both arise from the habits
and practices in the management system. In fully-implemented lean
management systems, most employees will feel able to be heard
when they want to be, and most will believe they have a bona fide
opportunity to influence the production processes in which they
work. When you establish these two conditions, employee attitude
will take care of itself.
Mann, D.W., “Why Supervisors Resist Change and What You Can Do About It,”
Journal of Quality and Participation, 2000, 23, 3.
Spear, S., and H.K. Bowen, “Decoding the DNA of the Toyota Production System,”
Harvard Business Review, September-October, 1999, pp. 96–106.
• Jump onto the line or expedite parts when things slow down, or
throw in more people; meet the schedule!
• Always reorder more than the actual need when handling shortages
just to be sure you get enough.
• Use an informal gauge of queue size; always keep the line full in case
something goes “flooey.”
• Approach people who are standing idle and ask them to get back
to work.
You can think of many more once you start to see work habits and
practices as … well, as habitual. There’s nothing wrong with habits and
habitualpractices as such. We need them to make the workday more effi-
cient. What’s important to remember is that work-related habits are just as
difficult to change as personal habits!
Extinguishing Versus Breaking Habits

It’s helpful to think in terms of the technical language from behavioral
science used in connection with changing habits. The term is not “break.”
Instead, psychologists use the term “extinguish” when talking about
changing habits. Extinguish implies a process, something that occurs
gradually over time rather than an event producing a suddenly-changed
state. Because of that, extinguish also implies a change that can be reversed
under certain conditions. Think of Smokey the Bear’s rules: Douse
a campfire with water, stir the coals and turn them over, then douse it
again. If you don’t follow these rules, you run the risk that the campfire
can rekindle itself from the live embers you failed to extinguish.
And so with habits. They linger, waiting for the right conditions to assert
themselves again. We’ve seen this kind of thing mere days or weeks follow-
ing implementation of new lean layouts. Here are some actual examples of
old habits reasserting themselves in areas newly-converted to lean layouts:
Build up some inventory; allow longer or extra breaks; send people off a
balanced line to chase parts or do rework; work around the problem today
and let tomorrow take care of itself; leave improvement to “the experts”
rather than wasting time on employee suggestions; leave the tracking
charts untended and out of date; and so on.
To sum it up, you don’t need a different management system for lean
because lean is so complex compared to what you’ve done before. You need
it because lean is so different from what you’ve done before. Many of the
habits in your organization as well as your own are likely incompatible
with an effectively-functioning lean production environment. You have a
conventional mass production management system and culture. You need
a lean management system and culture. How do you go about making that
change? We’ve identified four broad elements that taken together lead to a
transformation in culture from mass to lean. They are:
1. Establish standards and accountability for following them

2. Closely monitor the production process and its supporting activities
3. Insist on data-based understanding of variations in process perfor-
mance
4. Take action — remedial and root cause — to minimize variation in
performance.
Conclusions: Culture Sustains the Gains

Because lean production is a system, it doesn’t matter where implemen-
tation starts, as James Womack recently observed. Eventually you’ll get
to all of the elements. But, sequence does matter when implementing the
technical elements and the management, or cultural, practices.
We’ve learned that technical change must precede cultural change.
Technical changes create the need for changed management practices.
More than that, lean management doesn’t stand on its own. Without the
physical changes in flow and pull and the takt-based predictability they
permit, production will continue to operate in an environment of daily
crisis. How to track flow interrupters when there’s no takt-balanced stan-
dardized work, no flow? How to assess material replenishment perfor-
mance without standard lot sizes or resupply times?
Ask These Questions

So, start with the physical technical changes, but don’t implement them by
themselves. Just as cultural changes don’t stand well by themselves, neither
do technical changes. Every technical change requires cultural changes —
the support of new management practices — in order to maintain its integ-
rity over time. If that’s not a law of nature, it’s darn close to it! Each time an
element of the lean production system is implemented, the elements of the
management system to sustain it should also be implemented.
As a check, each time a technical or physical element of lean is put in
place, ask these questions: What’s the process to sustain this? What lean
management practices must accompany this element to sustain its effec-
tiveness? These questions apply to the full range of changes that come with
implementing lean. Figure 1.3 lists a few examples to illustrate the point:
The three questions from the Toyota Production System that guide any
gemba (in Japanese, gemba is where the action is; in manufacturing, gemba
is the shop floor) walk are:
1. What is the process here?
2. How can you tell if it’s working normally?
3. What are you doing to improve it?
Element of Lean Production System Element of Lean Management System

Pull system supermarket Supermarket daily/weekly audit process.
Visual controls for “to be ordered,” “ordered
and due,” and “overdue” deliveries
Kanban replenishment system Actual order-by-order replenishment cycle
time compared with standard setup plus run
time
Flow line balanced to takt time Hourly or more frequent production tracking
versus goal and reasons for missed takts.
Daily value stream performances and task
followup accountability meeting
Team leaders Team leader standard work, supervisor and
superintendent standard work
Waterspider lineside supply Timed standardized route audited for on-time
performance each cycle
Lean implementation activity of any Daily and/or weekly “gemba” walks with lean
kind teacher making and following up on
assignments for improvement
Figure 1.3 Illustrative lean management practices corresponding to elements of a

lean production system.
Until we establish the habits of disciplined adherence to process, we would

do well to adopt the following additions to these questions:
1. What is the process here? What is the process to monitor and sustain it?
2. How can you tell if it’s working normally? How is normal operation
monitored and verified?
3. What are you doing to improve the process? What process will sustain
the improvement?
To recap, it may be that the failure most lean conversions eventually expe-
rience has to do with being unaware of the conversion in management
systems and culture required for sustained success in lean. That’s not a
surprise. Lean production emerged from the engineering orientations
of Henry Ford and then Taiichi Ohno at Toyota. In both cases, circum-
stances were such that disciplined lean management practices could be
imposed, at least through the 1920s at Ford. In contemporary lean con-
versions, the recipe for sustained success has to include planned imple-
mentation of a new, disciplined lean management system to support the
physical conversion to lean. With new management practices to sustain

the technical lean implementation, a new culture will arise to support,
nourish, and extend the gains.
Questions
• Have you experienced problems or failures in trying to become
lean?
• Is your organization focused not just on results, but on processes?
• Do you have a lean management system?
• Are you challenged by culture inertia? Are you able to extinguish
old habits?
David Mann, Ph.D., is responsible for supporting implementation of the

lean management system at Steelcase, Inc. He is a previous contributor to
Target and was a presenter at the AME annual conference held in Toronto,
Canada October 2003.
Notes
1. Veteran production supervisors are extremely versatile, able to do the work of engi-
neering, maintenance, quality, production control, sourcing, and local trucking when
necessary to meet the schedule.
2. Is there an instinct for inventory? That is, was there something coded into our genes in
the distant past before humans learned to cultivate food crops? It seems possible that
those who gathered and stored more food supplies than they and their families needed
were more likely to have survived to pass this trait down through time to the present
day. In any case, the comfort derived from excess inventory seems to be widespread.
2
Leading the Working Culture Revolution
John Woods and Robert W. Hall
In Brief
Sustaining the gains from lean and quality initiatives has become
a challenge for many companies that have started their journey.
However, organizations need to advance their gains, not just hold
them, and in more areas than operational process improvement.
Leading this effort at the top of the organization is a different kind
of leadership, a difference that needs to be understood. Possessed of
that understanding, leaders can begin creating further transforma-
tion of their working cultures.
Compared with today, operations in North America had a more focused

challenge in the 1980s: Compete with Japanese on cost, quality, and tech-
nology. They began digging out of that hole with teams, quality, and lean.
However, those solutions are becoming a requirement for staying in busi-
ness. The bar is being raised.
Today, globalization presents a bigger jumble of threats. Cost competi-
tion from China and other developing areas can lead to financial disaster
so fast that it grabs attention. Beyond that comes a host of other chal-
lenges, so many that they are difficult to package in a cohesive mental
wrapper (see A Short List on the next page).
To that list many readers will add the challenge of sustaining gains from
continuous improvement. Creating a superior work culture is a “sleeper”
that might not make the list, although doing so strengthens the ability to
tackle all other challenges. A strong, capable organization is more likely to
make headway on many challenges at once.
When financially sick, near bankruptcy, the conventional business pre-
scription is cost cutting and tight cash control. However, a once-healthy
organization near death probably has processes afflicted with chronic
19
wasting diseases — or it never developed enough vigor to cope with seri-

ous threats. Long-term wellness calls for a preventive regimen: rigorous
quality, lean operations, agility, innovation, and environmental sustain-
ability — and an organizational culture that thrives on them rather than
being allergic to them.
Many companies have made initial improvement using “excellence
techniques,” but have trouble sticking to the new regimen until it becomes
habitual. The intent of almost all these techniques is to develop an organi-
zation — people — to wring the waste out of any work process quickly and
to be innovative on top of that. No one ever reaches perfection because
challenges are always changing.
A Short List of 21st Century Operating Challenges
• Global competition; “surprises” from anywhere

• Energy costs and shortages
• Materials costs and shortages
• Contracts including routine price reductions
• More variety at lower cost
• Expectation of fast-response flexibility
• Operational IT systems (starting with RFID)
• Health care costs and complexity
• Retirement plan obligations
• Threatened industries (airlines, etc. — and suppliers)
• Marketing clutter (spam is only a symptom)
• Shorter product life cycles
• More complex customer service and field service
• Quality is a “given”
• Environmental sustainability (not going away).
Everyone can add to this list. The half-life of a business model is

becoming shorter, and “comfort zones” smaller.
The first phase of transformation is learning the techniques. For exam-

ple, the typical kaizen blitz is a technique learning experience as well as
a process improvement project. Limiting the objective to achieving the
benefits that come merely from learning the techniques is failing to live
Leading the Working Culture Revolution • 21
healthily after trimming the waste from prior process neglect. If we think
that “we’ve done that,” it’s easy to revert to old habits, giving up on train-
ing because we never got in the game.
The second phase, going for B-Class in Figure 2.1, strives to become a
can-do organization. Everyone uses process improvement tools habitually,
as part of the culture — what we routinely do around here. Once embed-
ded in how everyone thinks, process improvement is less dependent on
projects directed to problem areas, although that continues. Remedial
process learning matures into innovative learning, extending inward, into
every activity from product development to finance, and outward, to cus-
tomers and suppliers, imaginatively creating trouble for competitors.
The entire organization shifts from an operative control mentality to
a problem-seeking mentality. Creating high process visibility makes
problems easy to see. However, seeing problems has no benefit if people
only look at them, unable, unauthorized, or unwilling to tackle them.
Loosening this psychological choke point is impossible in a company func-
tioning in a business-as-usual mind set. The accounting system doesn’t
fit. Auditors can’t comprehend it. IT systems don’t support it. Marketing
incentives undermine it. Human resource policies aren’t fully compatible.
Management wants the product shipped — now. A bank or the board is
alarmed by “loss of control.”
To succeed, transformation of the working culture has to include every-
one. Otherwise, part of the organization is developing a culture different
from the rest. This leads to conflict and misunderstanding. Often the new
culture is blamed, and the old one forces the changes to be pushed out.
To be sustained, the transformation has to extend beyond the initial
implementation objectives of improving cost, quality, and leadtimes. An
excellent organization stretches after every challenge in the bullet points
above, and more. To survive in global competition from a high-cost region,
an organization can’t rely on beating every low-cost bid for commodities
produced offshore. No matter how efficiently made, that strategy doesn’t
sustain the margins to be innovative, environmentally responsible, and
provide extras for both employees and customers. That is, there’s more to
excellent performance than “leaning” your way to success.
To create a culture like this, leaders must demonstrate the way, becom-
ing a role model for how to work together, how to learn together, and how
to improve performance as measured by many yardsticks. There are many
kinds of leaders with many differing approaches to leadership. Not all are
Between C-Class and B-Class is a Big Working Culture Gap

Organization Process External
Class Improvement Innovation Responsibility
A. Change Mastery of process Capable of Unifying social
Resilient improvement transforming its mission serves all
eliminates waste industry; able to stakeholders well;
from all-new adopt new business aggressively adapts
processes very models to rapid changes
quickly
B. Habitually Autonomous Innovate by ‘Outside-in’; focused
Learning improvement and rigorously learning on customer needs;
process learning all base technology; very attentive to
embedded in everyone involved external
working culture in NPD environment;
balances all
stakeholders’ needs
Working Culture Gap
C. Structured Core operations New product or Good basic service
Flow Operations integrated; service development to customers;
improvement is is project-structured; good cost-quality-
directed; still cross-functional delivery; good
coaching tools collaboration on ‘corporate citizen’
projects
Regular Target readers will recognize this as the short version of a system to rate
the status of working culture development that has appeared in several prior articles.
It’s not a precise quantification, like a financial report, nor a process assessment, like
Baldrige or Shingo. It classifies the capability level which people in the organization
have attained. And it assumes that they are engaged in, or aspire to, process improve-
ment and rapid innovation.
C is the first learning stage of a tightly integrated, highly effective operating orga-
nization. Most lean implementations stop at C class. B-Class is a culturally integrated
operating business unit. A company can “go for” B Class, but only after surviving the
gales of major change can one be sure of having arrived at A-Class (somewhat like being
sure of what you will do in combat only if you have been there).
The big shift in working culture is between C and B. Perhaps it should be called a
migration, because it does not occur quickly. Learning how to work and think differ-
ently is not accomplished in a half-day class, but by diligent practice over a lengthy
period — usually years.
Figure 2.1
wholly suited to the propagation of this kind of working culture. Those

who are suited and willing can create a culture that is more likely to gener-
ate long-term success for the organization.
Leadership for Transforming the Culture

At least once in almost any AME meeting, one is apt to overhear a com-
ment like, “I wish my boss was here.” Few bosses readily accept lessons
from underlings about ideas that clash with their lifelong convictions
about how things work, or ought to work.
Most bosses behave as would anyone else in the same situation. If an idea
seems radical, we don’t take up with it at first hearing, and usually not at first
sight either. A prudent boss is not going to bet the company on something
like lean manufacturing, Six-Sigma, or set-based product development that
she does not understand. But being open-minded as well as prudent, she
might have someone in the organization try it on a small scale, so we can
see if we like it. Thus begins many an island of improvement. Others begin
as unsanctioned demonstration projects, hoping that success will convince
upper management of their merit. And if a CEO sees process improvement
as a set of techniques only to improve manufacturing, and having many
other concerns, she will delegate the championing of that program.
Regarding the fix as merely a matter of adopting techniques is the begin-
ning of problems. A technique leader is expected to develop a project plan,
which is then funded for training and consultants, and perhaps a few other
things. Once launched, the non-involved learn about it from a distance,
probably as a big program, but just one among several, each competing for
funds and attention. The basic working culture does not change.
By co-opting the non-involved, a good technique champion gains
enough support to make a good deal of difference. The top management
agrees that it’s a good approach. Quality goes up, leadtimes come down,
and teams rack up an impressive string of kaizen projects. Then what?
With the project over, enthusiasm wanes and old habits start creeping
back in. The working culture never changed very deeply, and absent a few
champions, easily slides back into the habits of business-as-usual.
If changing working culture of an organization is to have direction and

be company-wide, the leaders at the top of the company can’t be unin-
volved. They have to show the way. Ultimately, they deal with all the pri-
mary stakeholders, including auditors, bankers, and lawyers — everyone
whose non-understanding can derail change for many reasons.
But prospective leaders cannot lead something they don’t comprehend,
toward goals about which they are unconvinced, for reasons they don’t
understand. They have to understand the big gap between C-Class and
B-Class in Figure 2.1 to generate the will to see this through personally,
learning to role model the working dedication and behavior that are
expected. That role they can’t delegate. Training yes, process change yes;
but not exemplifying the working culture change. To exemplify the behav-
ior, they must start to regard the company more as the locus of people who
make things work, and less as a legal, financial entity, structured to make
money (although cash flow is no less important). Financial results start to
become one more necessary outcome among many, rather than a domi-
nant goal overriding all others.
To take this on, most leaders prepare themselves to lead where few com-
panies have ever gone. These aspiring leaders may need to strengthen their
capabilities in one or more of four areas (also shown in Figure 2.2):
Understanding Process Excellence: Most leaders comprehend, in the
abstract, the benefits of better quality and shorter leadtimes without any-
one drawing them a picture. Likewise the value of better products devel-
oped faster, or of customer needs understood in great detail, is easy to
appreciate. But do they know how to develop these abilities?
Leaders may never have experienced using process improvement tools,
starting with a Value Stream Map. They may never have used any prob-
lem-solving logic like PDCA (Plan Do Check Act), engaged in a kaizen
blitz, or personally examined what a customer does with their product,
much less how that product is disposed of at the end of its life. Without
experiencing what people actually do in a continuous learning environ-
ment, leaders can’t relate to the change in thinking which they hope to
promote, or detect which long-established habits may work in opposition
to them. Leaders need to use these abilities to improve their own processes
as well as to understand the work of others.
To envision the work culture that is needed, leaders need to experience
the unspoken communication of a visible work environment, and the dis-
cipline needed to hold a process gain once it is demonstrated to be possible.
Leadership
To Develop
Other People
(Help them learn to
learn)
Strategic
Understanding Direction
Process Excellence (Clear corporate
(Using process direction
techniques to throughout the
improve results) organization)
Structure
(Aligning and defining
responsibilities
throughout
the organization)
Figure 2.2
Without this, leaders have difficulty envisioning a work culture that inte-
grates inquisitiveness, collaboration, and enduring process improvement.
Becoming a Developer More than a Director: Leaders of an excellent
organization constantly stimulate people to grow — to learn more; not by
reading the Great Books, but by being carefully observant of work pro-
cesses. Or customers. Or suppliers. Or the environment about them. These
leaders ask questions, “What did we learn from this?” “What did you dis-
cover today?” Or even, “Why does this customer buy from us?”
Sam Walton is well-remembered for going around everywhere asking
questions, even from competitors, yellow pad at the ready. Most top man-
agers ask questions to check performance to some measure; some relish
putting people “on the spot” while doing so. Sam asked questions to learn,
out of true curiosity, and not to demonstrate who he was or how much
he knew, so he seldom made anyone squirm. That is, Sam Walton led by
example without always knowing where he was going or making much
pretense about anything.
Better than Sam Walton asking questions is an organization full of Sams,
each curious about what’s going on and how to make things better. That’s
ideal; everyone can’t become that way, but a top-notch working culture is
a learning culture stimulating questioning of what is done and how it is

done, while maintaining an operating process discipline that allows the
questions to lead to systematic change. That’s more like a Toyota than
a Wal-Mart.
A pretentious, insecure leader can’t create such a culture. He has to be the
real thing, simply be what he is, regardless of prior experience, but set the
tone for the organization. Then he has to develop like-minded leaders.
This is not a short-term conversion. It’s a pattern of thinking and behav-
ior to get into, and really doing it is different from merely having a concept
of what it might be. Of course, some leaders may naturally be inclined to
this mode. However, many, if not most, have to lose reliance on displays
of status to become a developer of their people. That is, if they have seen
themselves as a holder of an office, a financial hawk, or a great expert on
the business, or some part of it, they have to get over that.
Learning the behavior to become a genuine leader for an excellent work
culture without doubt requires the most personal courage to undertake.
Few of us want to admit that we personally might need a little rework.
Strategic Direction: A company having a great internal metamorphosis
is also likely to need a strategic one — a change in direction. Leadership
often underestimates how carefully this should be worked out. In many
stable, old companies, strategic planning is an off-site review prior to
developing the annual budget. Any document that comes out may there-
after receive much less attention than the budget, and the strategy many
not be clearly communicated to the troops. The company is more likely to
be surprised than to surprise competitors.
However, a question-asking, improvement-minded workforce won’t
be quiescent about fuzziness of direction. They expect openness, and a
minor role in shaping strategy, or at least its implementation, which is
the idea behind hoshin kanri. Generic vision statements convey little
meaning. Rather than aiming to be “the world’s best in your industry,”
try to succinctly phrase a specific strategy like Komatsu’s famed classic:
“Surround Caterpillar.”
By itself, operational excellence is seldom a sufficient competitive advan-
tage. Strategic direction has to answer the question, “Excellence doing
what?” Evaluate threats and opportunities as far on the horizon as one can
see them. Devise a mega-plan that promises to capture opportunities and
evade threats. Take action on this theme by starting immediate initiatives
or revising the goals of ongoing ones (most of these will be separate from
ongoing process improvement). Assign leadership responsibilities for new

initiatives and be sure to make adjustments based on hoshin feedback
from the troops. To contribute to the strategy, they have to think about it
and “buy in” too. As the strategy unfolds throughout the organization, it is
strengthened and clarified. It aligns everyone in all parts of the organiza-
tion and gives them the ability to make better daily decisions.
All too often strategic planning is slighted, hung up in denial by senior
managers optimistic that a bleak outlook will soon brighten. That’s giving
in to organizational complacency rather than “making a future for the
organization happen.”
Structure: An organization is often described only by its org chart. Who
reports to whom and what the organizational names are. It is the way many
see how they fit in the organization. While this is important for some pur-
poses, structure also implies clarity of responsibility for work processes,
who’s on first, second, and third, how they cover for each other, and who
their back-ups are. Just as payback in lower cycle times from cross-training
is significant, the payback in deep, rapid process improvement is signifi-
cant if one has a self-reinforcing cultural web of responsibility for process
discipline and visibility. In a B-Class culture much of this is worked out by
teams. Structure and process visibility clearly identify the go-to persons;
shared responsibility creates the reinforcement web.
The structure should define primary roles and responsibilities, reducing
wasted energy on who does what, and closing gaps between planners and
doers, needs and results. Good old kaizen and process visibility systems
dramatically improve working relationships and communication too.
Cultural Assumptions Run Deep

As can be seen in the first row of Figure 2.3, B-Class working culture is
a major shift in thinking. Cultural assumptions run deep, dredging up
concepts buried in brains so long ago that daily work behavior is shaped
by ideas not consciously recognized. An old work culture is a “hidden
legacy” handed down from long-ago incidents, beautiful and ugly; some
never witnessed by anyone now working. And the working culture is also
the amalgam of every decision made, large or small, and how it is made.
Selected Comparisons of the C-to-B Working Culture Change

C-Class Work Culture B-Class Work Culture
(more directed) (more autonomous) Evidence
Company defined as Company is defined as the External orientation. Many
financial entity; locus of people that make outsiders involved in
ownership is the it work. “Excellent process improvement, NPD,
dominant stakeholder; performance” is goal. Try etc.
goals are monetary to serve all stakeholders.
Most process improvement Everyone is developed to Problem-solving tools
is staff initiated initiate process (like flip charts) in many
(like kaizen events) improvement gathering areas
Competitive advantage is Competitive advantage is Career matrices used? People
seen as superior seen as skilled people aspire to become “coaches.”
technology/ techniques communicating easily Human system visibility as
and learning constantly well as process visibility
Complacent – can slack Never complacent – always Adversity and all negative
off after a big success short of perfection news receive instant attention
Leadership is primarily Leadership is developed People want to follow leaders.
based on position based on experience, Leaders stimulate people to
trust, and ability to help think, learn, and improve
others develop
Individuals – especially Collaborative learning; Top leaders regularly and
managers – compete for compete only to promote frequently interact with
position progress; all contributions everyone they can feasibly
respected meet
Jump to conclusions; big Scientific method, with Evidentiary systems are
“bias for action” careful observation of obvious Reality-based facts
reality, has become the and data drive decisions
“gut level approach”
Project-based innovation Innovation of new Technology is routinely
of new offerings (NPD) offerings (or NPD) based explored in preparation for
on accumulated NPD projects. Knowledge
knowledge management system
Environmental Environmental Do any actions project
sustainability is an sustainability factors into beyond compliance, or ISO
afterthought all major decisions 14000?
The transition from C-Class to B-Class culture is from a culture of structured doing
to one of constantly learning to do better. From strategy development to daily work,
this is a shift in basic thinking, and in habits of work. Such a gut level change does not
happen quickly because the assumptions underlying nearly every basic “policy” of an
organization will change. This table of comparisons could be ten times as big and still
be incomplete because there is no end point — no state at which you’ve clearly arrived,
and then you’re done. Rather this is a change in a mode of progressing.
Figure 2.3
To move to a new culture requires open questioning of all aspects of

the business. Old ways need to be questioned and improved as needed.
As positions are filled, the hiring criteria must be broadened to not only
include the skills for today, but those skills that will help the organization
build its culture for the future.
The hope is that a broader mix of talent, technology, and techniques
enthusiastically recombined in a different culture will create an organiza-
tion that wins against its competition and creates a positive and healthy
winning environment for the employees. But a more autonomous, habit-
ually learning organization is basically an organization with different
rules, one in which everyone uses their minds and talents every chance
they get, not just sporadically, and it’s more than talk. That describes
B-Class working culture.
Such long-term engagement in the challenges of a company assumes a
culture with a low turnover workforce, and a work environment that stim-
ulates people to “go for it.” It is not an atmosphere of party-type fun, but
accomplishment fun. Studies of human motivation indicate that “intrinsic
enjoyment of work” is a major factor in “life satisfaction.” Life satisfaction
isn’t short term, and those who find their work absorbing are more pro-
ductive and creative.1
Technical and manufacturing enterprises striving to excel in meeting
all the challenges at the beginning of this article need to go for B-Class
working culture, not only moving beyond strict functional bureaucracy,
but beyond the hidden assumptions that come with it. Every organization,
like fast food outlets, doesn’t need this, but manufacturers intending to
survive in global competition do.
Leadership for Cultural Change

Working cultures take on the characteristics of top leadership, if only to
assume their mannerisms and the performance measures they dictate.
The leadership needs to stimulate a big change in how people think at
work, a long-term evolution. Surface changes, even with lean operations,
don’t dive deep enough. Leaders have to role model the work behavior they
expect. If they don’t know how, they have to learn. Once started down that
path, they must make sure the organization learns also. This is done by a
combination of leading by example and training.
This sounds more complicated than it is; just takes practice asking the
right kinds of questions. If you’re the leader, keeping four points in mind
may help:
1. Direct people only when you must; otherwise stir them to learn
on their own. Ask lots of questions: “What did you see happening
today?” “Have we thought of a way to keep this from happening
again?” “What would a customer think?” And after an improvement,
“Great! What did we learn that we can use on the next round?”
2. Develop senior or experienced people to also shift toward mentoring,
asking questions more than directing. In that way, develop leader
ship throughout the organization.
3. Create “learning discipline,” so that effective learning builds on
itself. In production, that’s holding standard work (or standardized
work); everyone experimenting with everything at once is confus-
ing. In engineering, ask how we can re-use what we’ve learned and
make it better on the next project. Learning is the result of making
controlled changes and everyone monitoring the effect.
4. Encourage experience outside the company. As much as is feasible,
enable the interaction of all employees with customers, suppliers,
and even auditors and regulators. An “outside-in” company is more
likely to satisfy customers and other stakeholders — and to influence
them toward its offerings.
Leadership development includes more, of course. Learning to role model

may require more subtle behavioral adjustment than asking questions.
Some leaders, by force of old habits, undermine their own initiatives with-
out realizing that they are doing it.
AME Leadership Program

In 2005, AME initiated a program to coach leadership toward a B-Class
culture, addressing the issues raised in this article. We started by promot-
ing one-day overview programs to create understanding in a little more
depth. Senior leaders could then follow up with more extensive programs
being developed to address each of three key areas: Understanding pro-
cess excellence, Leadership to develop other people, and Strategic direc-
tion of a strong culture organization. Structure of responsibility was
woven throughout.
However, stagnation of organizations at C-Class is a serious problem.
No one need wait on a formal program to start leading their company
toward a B-Class working culture.
Questions
• What are the biggest challenges facing your business today?
• How would you rate the status of your working culture devel-
opment?
• Is your top leadership involved in changing the culture? Do they
understand process excellence? Do they set strategic direction?
• Does your structure clearly define roles and responsibilities?
John Woods was vice president of corporate quality and held other manu-
facturing and engineering positions at Storage Technology, where he also
engaged in leadership development programs. He is AME’s new director
of our leadership initiative.
Robert W. Hall is editor-in-chief of Target and a founding member of AME.
References
1. See for instance, Robert Lane, The Market Experience, Cambridge University Press,
1991, Ch. 20. This is heavy reading, summarizing and integrating many streams of
mostly academic research up to that time.
3
Thriving on Continuous Learning at
Hewlett-Packard America’s Software
Manufacturing (ASM): It’s more
than a strategy — it’s their culture
Lea A.P. Tonkin
In Brief
Hewlett-Packard (HP) America’s Software Manufacturing (ASM)
employees in Nashua, NH not only survived corporate changes but
thrived. They’re banking on continuous learning and improvement,
and can show the results of this successful strategy.
What if you could turn on people’s minds, transforming thoughts and

unlocking creativity in ways that enhance individual and overall perfor-
mance? Better yet, can you keep that innovative mind-spring wound up
and ticking for years at a time? That might sound a bit fuzzy or flaky to
the number-crunchers among us. And yet it is exactly this sort of thinking
that created a continuous learning environment at Hewlett-Packard (HP)
America’s Software Manufacturing (ASM) in Nashua, NH and continues to
inspire measurable performance gains. ASM employees provide software
for internal HP operations as well as for third party software developers
and OEMs. Here’s how the HP folks figured out a way to make continuous
improvement (CI) everybody’s business at ASM, and how this approach
boosted their customer service and other performance standings.
Selected examples of ASM’s 2004CI activities are shown in the box,
“ASM Activities/Improvements.”
33
Building a Continuous
Learning/Improvement Culture
ASM employees’ willingness to accept the notion of continuous learning
and development as part of their job/role likely stems in part from the
transitions and uncertainties they’ve experienced. Bob DiGregorio, plant
manager, said, “We started with Digital Equipment, then later a merger
by Compaq, and now we are part of HP. We have moved through three
very different corporate environments and cultures in a three-year period.
Change proved to be the rule, not an exception, for all of us.”
ASM Activities/Improvements
• Customer FastJIT (ASM’s version of kaizen techniques): $19,289
cost avoidance
• Removal of carousel in a high-volume kitting area small group
improvement activity (SGIA): $40,907 cost avoidance
• Automated pricing (Green Belt): $100,000 cost savings and
$33,000 cost avoidance
• Offsite product master storage (SGIA): $420,000 cost savings
• Transitioned previously-outsourced HP software releases to
internal (SGIA): $510,000 cost savings
• ASM shipping carrier automation project (SGIA): $34,763 cost
avoidance.
Although employees at the Nashua operation have practiced CI for some

time, there’s a major difference when it is integrated with continuous
learning, according to DiGregorio. “The traditional CI approach was to
ensure we kept up with changes and events,” he said. “As we continued our
focus on continuous learning, we adopted the notion that we need to move
ahead of change by providing and creating readiness through learning
and development, not just reacting to events. We looked at how a teach-
ing hospital operates, what their work is, and how they learn as they treat
patients, and how we can apply these concepts. We adopted the motto,
‘The Work Will Teach Us.’”
Their “ASM University” (or ASMU, an in-house resource — see the later
description about ASMU), for example, is not just a program or series of
programs, but symbolically represents a way of thinking about learning
Thriving on Continuous Learning at Hewlett-Packard ASM • 35
and how they can apply these “lessons” in day-to-day activities. “We believe
that the way people think affects the way they behave, and in turn impacts
our results,” said DiGregorio. “We try every day, in every way, to enhance
the quality of our thinking. The cumulative effect is that we are thriving
on people’s minds as they act and react in various situations.”
About Hewlett-Packard’s (HP) America’s

Software Manufacturing (ASM) in Nashua, NH
Software manufacturing and distribution is what 179 full-time
employees and more than 250 “Q-Flex” just-in-time workers do at
Hewlett-Packard (HP) America’s Software Manufacturing (ASM)
facility in Nashua, NH. They provide software for internal HP oper-
ations as well as for third party software developers and OEMs. ASM
supports more than 2600 products. The Nashua facility is approxi-
mately 182,000 sq. ft. ASM also encompasses a Fremont, CA plant.
Team-Based, Focused on Overall Gains

Continuous learning at ASM goes hand-in-hand with their teaming
approach — a second critical element in their overall culture. “Everything
we do is team-based,” said Bob Dufresne, manufacturing/employee
engagement manager. “Our philosophy and our activities, through team-
work, help everyone to understand our processes, from front to back. This
enables us to merge operating and improving into our daily activities. We
do not view ourselves as working in segmented functions within ASM.
We share what we do with others because we are all part of ASM, and
ultimately HP, in our pursuit of customer satisfaction. Basically, we live in
organizations, but work in teams.”
Employees are encouraged to participate in OLF (Operations Leadership
Forum), which is a “town hall meeting” each Friday. Daily, weekly, and
quarterly results are reviewed and discussed, and employees share specific
improvements with others. These sessions reflect the operation’s value and
recognition of CI and learning. CI’s grassroots momentum is reflected in
smaller, informal improvements that are a natural part of daily activities.
“We do as much as we can that’s ‘quick and effective,’” Dufresne said.
Targeting Specific Improvements

Following on continuous learning/CI and team-based activities, a third key
element in ASM’s successful operation is the alignment to their overarching
goals. The corporate hierarchy of integrated goals and objectives was severely
impacted as a result of the mergers. “We found ourselves ‘disconnected’ to
the strategic framework of the various companies. As a result, we adopted
the Malcolm Baldrige framework, which provided us a disciplined, adapt-
able, proven, and effective methodology to run our operation,” DiGregorio
said. “It was a significant milestone in our development.”
ASM developed Managing for Results (MFR — see Figure 3.1) as a means
to ensure continuing efforts on specific, needed improvements. “We put
together a goal-specific integrated roadmap, calling out our key initiatives
and strategies each year, based on key ingredients or needs that come from
our customers and corporate goals,” DiGregorio added.
MFR aligns strategies, goals, and metrics with customer-driven improve-
ment activities. MFR clearly articulates to employees the impact that their
individual activities and performance has on overall operating results. MFR
provides a methodology and operating network for everyone. MFR teams are
aligned with ASM’s overarching goals. Each team develops a set of Critical
Success Factors, with stretch goals that create gaps used to trigger improve-
ment activities. Individual as well as team knowledge and c reativity power
these improvement activities. Employees identify gaps, diagnose causes,
and are empowered to make required changes for improvements.
ASM’s overarching goals are:
• Loyal customers: Associates strive to improve and sustain customer

service supported by predictability, customer loyalty, customer site
visit feedback, delivery, quality, and other factors.
• Inspired people: CI participation and performance plans for teams
and individuals contribute to employee “inspiration.” Also important
are recognition, learning effectiveness tracking, employee satisfac-
tion (ASM has consistently exceeded corporate averages in all cate-
gories such as communications, teamwork, rewards and recognition,
and development), leadership effectiveness (360degree reviews, for
example), effective communications, community/employee events,
and other areas.
Figure 3.1
• Best cost: Asset management is carefully and continuously monitored.

Among their measurables are inventory turns, freight cost, business
system availability, resource utilization (effective use of people on a
just-in-time [JIT] basis), capital cycle count, and spending.
• Outstanding results: Reflect day-by-day, all-out attention to operat-
ing results.
Visibility management is very important. Each area displays the major

metrics and results they utilize to monitor their group’s performance, and
also their tie into ASM’s overall metrics.
Voice of the Customer

Searching for even more effective ways to build their business, ASM listens
to the “voice of their customers” through surveys, day-to-day contact, and
formal business reviews. ASM has developed an effective process that
allows customers the opportunity to provide timely feedback, suggestions,
and enhancements.
ASM has set aggressive goals in the area of customer satisfaction/loyalty.
Its goals and metrics target levels associated with benchmarked best-in-
class companies.
Along with listening to the voice of their customers, ASM also partici-
pates in HP’s annual “Voice of the Workplace” surveys. “The results of this
comprehensive survey provide us with much-needed information regarding
what areas we need to address,” said DiGregorio. “This formal survey, in
conjunction with ASM’s ongoing communications and feedback programs,
ensures we are all in synch regarding expectations.”
ASMU: Everyone’s Learning

ASMU is the Nashua operation’s employee development program. “ASMU
is the method we use for the creation and ongoing management of knowl-
edge capital within ASM,” said Dufresne. (See Figure 3.2.) Through ASMU,
they want to develop and sustain knowledgeable, committed workers who
can nimbly keep ASM on a world-class pathway. The program features
Figure 3.2
learning modules designed to help employees meet current and future

needs identified through corporate/customer/employee feedback loops.
All employees are encouraged to consider courses that will help them build
and develop the skills that will keep them not only current with their roles,
but equally important, viable for future work, according to Dufresne.
Four learning levels offer employees the opportunity to start at the
beginning (baseline) in any particular study area and progress through
advanced, expert, and then mastery levels of achievement. The ASMU
“learning tracks” dovetail with MFR learnings and experience to match
current and projected needs and address any training gaps that have been
identified by the Learning Council.
Learning tracks for personal development and training and selected
course offerings within them include:
• Desktop Technology: PC skills, PowerPoint, Excel, Meeting Tools,
Super User Training
• Problem Solving/CI: Green Belt, data collection and analysis, Q-Basics
(baseline quality training), FastJIT
• Leadership: ethics, coaching skills, negotiation skills, business writing
• Customer, Operational, and Business Systems Knowledge: HP Customer
Connection, lead assessor training, basics of print, finance overview.
A Learning Council oversees ASMU and is composed of all levels in the
organization. ASM has 64 internal ASMU “faculty” (employees trained in
specific coursework) who develop and deliver the classes.
Employees informally add their suggestions for coursework that can
help them progress in customer service and other areas. A formal, annual
survey also draws comments on needed training.
“We believe that everyone here is a potential leader,” said Dufresne.
“We all need customer, operational, and business systems knowledge. We
ensure learning in areas to move the business forward, and we measure
that progress.” Instructor and course performance are also measured.
More Learning, Improvement Tools

Trained in problem-solving, leadership, post-sale technologies, and other
areas, ASM employees are assisted by Green Belt and Black Belt improvement
specialists within their ranks. They are also armed with kaizen (fast-track
improvement) techniques, and coached by managers who keep an eye on
problem-solving progress, enabling everyone in the ASM operation to accept
accountability for making day-by-day improvements. Ninety-two percent of
their employees participated in CI activities during the past year.
Among the customer satisfaction and productivity-boosting tools employed
at ASM are demand-driven execution (continuous flow toward customers,
finding ways to slice response times); root cause analysis (eliminating prob-
lems through cross-functional activities); and MFR (as described earlier, it
is customer-focused CI and problem-solving activities); and continuous
learning through ASMU and other programs.
An added “tool” employed here is JIT staffing — called “Q-Flex.” The
program aims to put trained people where and when they are needed, oper-
ating on a JIT basis. Approximately 225 employees work as needed on a
part-time basis. They are valued as reliable and cost-effective contributors
to first-rate customer service.
Leadership Edge
Leadership effectiveness among all employees gives ASM a competitive
edge. “We use 360-degree feedback for measuring leadership perfor-
mance,” said Dufresne. “We all need to walk the talk, not asking people
to make changes that we would not make ourselves. We ask people to be
CEOs of their work areas.” For example, ASM senior managers partici-
pate in the 360-degree feedback process. As a result, individual leadership
development needs are identified and action plans created in conjunction
with their manager. These improvement plans are then incorporated into
the individual manager’s formal performance/development plan and are
reviewed on a regular basis to monitor progress.
DiGregorio noted that all of these efforts carry ASM along a com-
petitive path — yet there are no guarantees of lifelong success in their
markets. “What motivates us to learn and do the things we do? We have
survived in three company cultures,“ he said. “The era of life-long employ-
ment is gone. The world we live in now is very different. What we offer
is employability — to be able to adapt and work in different situations.
We are not laser-beaming on simply keeping today’s jobs. We are paying
attention to the leadership development and learning that our employees

and our business will require in the future.”
Questions
• Do you integrate continuous learning with continuous improve-
ment?
• Do you have a team-based approached to continuous improve-
ment?
• Does your organization have clear, overarching goals?
• Do you strive to hear the voice of the customer?
Lea A.P. Tonkin, Target editor, lives in Woodstock, IL.

4
Batesville Casket Company’s
Culture of Continuous Improvement:
Innovation, creativity — and yes,
listening to the voice of the customer
— are alive and well here
Lea A.P. Tonkin
In Brief
Batesville Casket Company’s been listening to the “voice of the cus-
tomer” for many years. The article describes their Daily Continuous
Improvement culture, employee involvement, metrics, and lessons
learned as they contribute to progress.
There must be zillions of ways to build a casket. Fancy with all the
trimmings, inscribed with the departed’s favorite poem, lined with
silky fabrics, decorated with original artwork, constructed of special
materials (wood selections from walnut to poplar, pecan, etc. or metals
such as bronze, stainless steel, and copper) — or perhaps more basic and
unadorned. Whatever the request (although their final customers may
not have much to say about it), Batesville Casket Company associates
know just how to do it right and ship it on time, with as much creativity
as the customer calls for.
Although customer satisfaction surveys reflect consistently high ratings,
Batesville associates do not accept today’s domestic marketplace leader-
ship performance as their “final resting place.” Thanks to their employee
involvement and continuing performance improvements, they plan on
43
even better customer satisfaction and market success. This article offers
insights Batesville employees shared during a recent AME workshop,
“Creating a Culture of Continuous Improvement,” at the company’s oper-
ation in Batesville, IN.
Creativity and Customization

“Innovation and creativity are alive and well at Batesville Casket
Company,” said Gary Lambert, director of manufacturing. “Finish and
function are important to our customers,” Lambert said. “We offer a cus-
tomization service for special requests. For example, inside the lid, or the
‘cap panel’ as we call it, you can have these special panels embroidered
with designs such as a picture, poem — anything you can imagine that
can be imprinted with various colors and textures.”
Themed corner hardware, optional drawers built into caskets to hold
papers and other personal items, and many other custom options are
available. In addition to 500+ casket styles, Batesville offers a wide variety
of cremation urns and containers, with new product ideas continually in
the works.
Daily Continuous Improvement Culture

Batesville associates work together in what they describe as a “Daily
Continuous Improvement culture,” or DCI (see Figure 4.1). It’s an effective
way to connect shop floor operations — all operations — with corporate
strategy. Asked how it works, Lambert said, “We believe that CI is based on
need and without need, there can be no CI. Production expectations that are
challenging (stretch targets), clear and visibly tracked, create this need.”
Lambert continued, “The majority of our improvements come from DCI
activities. Individuals or small groups who are trained in lean concepts
and who work on very targeted issues such as specific safety, quality, cost,
and service challenges, accomplish these.”
Batesville Casket Company’s Culture of Continuous Improvement • 45
Why DCI?
Use data from “Daily CI” and
“Point CI” to produce a very strong
CI CI Event for one week
Events
Point Attack problem highlighted through

CI “Daily CI” with a few people
Daily Work on specific problems
CI
(DCI)
Figure 4.1
About Batesville Basket Company

Batesville Casket Company, a Hillenbrand Industries subsid-
iary, is a top manufacturer of metal and hardwood caskets in
the United States. The Batesville, IN-based operation also offers
cremation urns and caskets. Employees pride themselves on the
beauty and quality of their workmanship. Batesville Casket has
five plants in five states and employs more than 3500 people
including 900 at the Batesville, IN facility.
The company history goes back quite a ways. Batesville
Coffin Company had been in business since 1884, a small-town
operation where employee hand-made wooden coffins known
for ornate engravings. In 1906, John A. Hillenbrand crafted
high-quality hardwood coffins and caskets (caskets are rect-
angular boxes and coffins are six-sided with a top and bottom
narrower than the middle). Demand increased as he invested in
modern woodworking machinery and added a power plant for a
larger operation. Reliable delivery and a brood line of products
helped to build customer loyalty over the years.
Hillenbrand’s son, John W. Hillenbrand, later assumed leader-
ship for business marketing and financial development. Another
son, George C. Hillenbrand, further advanced automation in

the factory and brought in engineering as well as R&D expertise
from outside the company. In 1918, Batesville Casket retooled
and began fabricating metal caskets, in turn decreasing wooden
casket production. Changes in shell shape, interior options, and
finishing were dramatic. Their emphasis on superior product
and service quality continued.
Metal casket production ceased when World War II began.
The company thrived during the war, turning out wood caskets
for military and other customers. They resumed metal casket
production in 1948 and dropped wood caskets from their prod-
uct lineup by 1953. Wood casket manufacturing again started
up in 1973.
Among the significant milestones cited by the company are:
development of the first vacuum testing system in 1948 (all of
their caskets must pass multiple vacuum tests); the 1954 intro-
duction of the Memorial RecordTM tube (an identification method
without distributing the casket interior); Cathodic Protection
launched in 1958 (helps to prevent corrosion on the steel casket
surface); warranty introduction in 1963, an industry first; the
Living Memoria® program, which has grown to be the largest
private U.S. reforestation program; and the company’s Failsafe®
liner which protects hardwood caskets from damage caused by
interior fluids.
Personalization within funeral services gained popularity in
the 1990s, and Batesville Casket continued to evolve, paced by
customer demand. Among their personalized offerings are inte-
rior panel designs (cap panels) reflecting different cultures, hob-
bies, faiths, etc.; MemorySafe® drawers built into selected wood
and metal caskets, allowing families a personal memorial that
can be open privately; and the Life Symbols® interchangeable
corner hardware for various metal and wood caskets. Cremation
products and services are in the newest product line. More infor-
mation about the company and its products, services, and his-
tory is available at its website (www.batesville.com).
Batesville employees use “Point Kaizens” when added resources are

needed to resolve issues. “These involve small groups meeting for two to
three days,” Lambert said. “When issues are still more complex or broader
in scope, full kaizen week-long events are utilized.” He noted that steps in
creating the culture include trainings in: lean manufacturing principles;
problem-solving techniques; and group interaction skills.
Voice of the Customer

Internal customers include more than 80 distribution sites (service cen-
ters). External customers are licensed funeral homes; final customers are
buyers of their caskets and other products/services.
A focus on the customer and long-term commitment to improvement
are well known for Batesville Casket. After years of working on improve-
ment activities, how do they keep this approach “fresh?” Lambert said, “As
a manufacturing organization, we use numerous data streams to under-
stand the voice of the customer, including routine surveys, written and
phone comments. We also provide a feed-back card (customer satisfac-
tion survey) in the casket, and get a good response rate. The great major-
ity of comments we receive are very favorable. We also provide regular
customer visits by plant personnel, and customers offer feedback during
regular visits to our plants.”
Policy Deployment
Translating customer requirements into better overall performance requires
effective policy deployment and metrics —connecting the dots to the shop
floor and other areas. Lambert explained, “The process starts at a corpo-
rate level with our vision, mission, and strategic initiatives. Cascading from
those are supporting initiatives at each level of the organization that are
linked to the strategic initiatives. Individual performance measurement
and compensation are then linked to these more specific initiatives.
Metrics
All associates understand how their day-by-day performance supports the
company’s overall performance. Their key metrics are focused on safety,
quality, cost, and delivery. “As we define our goals and targets under
each of these, we will address any gaps that appear,” Lambert said. “For
example, a cost problem may develop at the plant level, and in turn a DCI
activity is created. If that doesn’t solve the problem, we may have a two to
three-day event with people from various plants and functions evaluating
the problem, as needed.” He added that specific individual and organiza-
tional development initiatives are enablers that support initiatives within
the safety, quality, cost, and delivery categories.
“At the plant level, detailed measurements occur daily,” Lambert said.
“Weekly, we have combined one-hour net-meetings to review approxi-
mately ten standard measurements for each of the six plants. This provides
a forum for sharing of information as well as identifying issues and cor-
rective action in a timely manner.”
All administrative as well as production personnel learn about Batesville
Casket goals, metrics, and culture in an initial orientation at each location.
It includes an eight-hour training class in the principles of lean manufac-
turing. A progressive simulation game is used to facilitate the learning.
Lessons Learned
Most every company has “lessons learned” they are willing to share with
others as they continue along the improvement path. Lambert noted, “The
list below is a partial list of critical success factors. Some we already knew
and some we learned the hard way.”
• Educate “top-down” and then forever practice what has been learned.
• Focus on the quality of events versus quantity.
• Demonstrate conviction and “stay the course.”
• Learn from mistakes and celebrate successes.
• Measure the things that are important.
• Consistently practice standard work. There can be no kaizen without it!
• Good training processes are critical. If the associate hasn’t learned,
the instructor hasn’t taught!
• Stay focused on the “significant few” areas that matter most to your
customers.
Looking Ahead
What’s next for Batesville Casket? “One of our biggest initiatives over the
next couple of years is to ‘sharpen the saw,’ again from the top down, to
reinforce our fundamental skills,” Lambert said. “We will be piloting a
six-week, full-time development class that focuses on lean principles. This
class has been condensed from a 12-week program. Good progress has
been made to implement lean principles in non-manufacturing areas as
well; however, this is still an area of opportunity.”
Questions
• Do you use different types of kaizen events to achieve improve-
ments?
• Do you have a process for policy deployment?
• What key metrics do you use? Do all employees understand how
their performance affects the company’s overall performance?
• Do you learn from mistakes and celebrate successes?
Lea A.P. Tonkin, Woodstock, IL is the editor of Target magazine.

5
5S at Deceuninck North America’s
Monroe Site: Sustaining and Improving
the Gains: 5S is the foundation
for culture change and continuing
improvements
Cash Powell Jr. and Steve Hoekzema
In Brief
This article describes how associates at Deceuninck North America
(DNA) in Monroe, OH, learned that 5S is not just about orderliness,
cleanliness, and standardizing work areas. 5S is about changing a
culture, establishing the discipline, changing work habits, and devel-
oping a new way of thinking. Productivity, safety performance, and
other gains resulting from this approach have been significant, as
well as the realization that continuing focus on 5S on a daily basis is
needed to sustain and build upon these improvements.
The management team at the Monroe, OH facility of Deceuninck North

America (DNA), formerly Dayton Technologies,1 has learned that 5S is
not just about orderliness, cleanliness, and standardizing work areas. 5S is
about changing culture and work habits while establishing the disciplines
to develop a new way of thinking.
When Mike Hutfless, DNA’s COO, first introduced 5S in 1999, many
people expressed concern for the money spent on the process. As a former
U.S. Navy officer, Hutfless knew the operational positives of maintain-
ing an organized work environment — an area where associates could
immediately locate tools and wouldn’t trip over clutter. DNA believes
51
sustaining such a well-organized work environment is the fundamental

requirement for ongoing continuous improvements (CI) in other areas of
manufacturing.
5S is an essential path on DNA’s journey to becoming a world-class organi-
zation. The disciplines used to organize and properly maintain a work area
encompass the same traits needed to make an organization world-class. To
emphasize this point, Director of Operations Steve Hoekzema explained,
“If both the associates and managers of a company can’t remember or don’t
make it a priority to return a broom or garbage can to its proper location,
how can they effectively operate millions of dollars’ worth of production
equipment and continuously improve the operation?”
Organizing for Change

When the Monroe plant began to implement 5S, management under-
stood that once the first four elements of 5S (Sort, Set in order, Shine, and
Standardize) were in place, the area would likely return to its historical
clutter if a system were not in place to sustain the gains. This is the reason
why the fifth “S” (Sustain) is so crucial to the overall success of the pro-
gram. Think about how many new programs work great for the first month
and then fade off after time. Sustaining is the most difficult of the 5Ss. To
sustain, in 5S, means keeping the work area at the required levels.
During the first two years of 5S implementation, the Monroe site
appointed a full-time 5S facilitator to develop the training standards, train
the 250 associates, and facilitate the 5S teams. A cross-functional imple-
mentation team developed an audit checklist.
Once a work area becomes ready to be certified, the auditor conducts
the certification inspection which consists of 22 items of inspection cat-
egorized by each of the 5Ss (see Figure 5.1). Each work area establishes
its own schedule for 5S implementation and readiness for certification.
It is prudent to note that a 5S team can move the scheduled due date for
certification as long as the team is progressing and the new target date
is reasonable.
When the associates in a work area are ready to be certified, the 5S facilita-
tor inspects the area against the standard items illustrated in Figure 5.1. The
audit team conducts a two-hour inspection of the work area. Later that day,
5S at Deceuninck North America’s Monroe Site • 53
Figure 5.1 Part 1.

Figure 5.1 Part 2.
the audit report, which includes the audit score, a list of non-conformances,
and digital pictures of each non-conformance, is published.
All certification inspections result in at least a few non-conformances.
In order to become certified, all that is necessary is to correct the issues
listed in the audit. Then a follow-up audit is performed and if all of the
issues are corrected, the work area receives a perfect score and they become
5S certified. A certified work area reflects the hard work of each individual
in the area. Certification is an honor for employees involved in this pro-
cess. In Monroe, a plaque is awarded to the team of the newly-certified
area by DNA management during a celebration ceremony, along with gift
certificates for the team members. Since the 5S process was started, 23 out
of 27 work areas have been certified.
Sustaining the Discipline

Once an area has been certified, it is only the beginning of a journey toward
other operational improvements. The process of becoming 5S certified is
difficult and requires a lot of effort, but the challenge of sustaining the
certification is even greater. Once a work group becomes certified, it is
common to hear, “Congratulations! Now comes the hard part.”
The foundation of the fifth S (Sustain) is unannounced audits. There is
an average of three or four sustaining audits per work area each year. The
auditor inspects the work area for the same 22 points on the certification
audit in Figure 5.1. A passing score on a sustaining audit is at least 3.2 out
of 4.0 possible points. A sustaining audit report is then sent to the depart-
mental management group and includes pictures of each of the violations.
If the work group disagrees with an audit non-conformance, an appeal
may be presented to the auditor. If appropriate, the audit score may be
modified; however, the 5S auditor makes the final decision on appeals.
Even if a work area passes the audit with a score of 3.2 or above, violations
are fixed and action is taken to prevent recurrence of any stated violation.
If the work area fails three consecutive audits, the area is decertified and
must then start over with the certification process. Although decertifica-
tion does not occur often at the Monroe facility, when it does occur, it is
taken very seriously. The team in that work area works quickly to identify
the cause of the non-conformances and the corrective actions needed.
5S is a high-profile objective for everyone within DNA’s Monroe facility.
Management receives and comments on all area audits. These comments
praise the positive and clarify the importance of the needed improvements.
From a performance standpoint, failure to maintain a 5S certification is
an indication that the area is not being led properly and priorities are not
clear. Performance reviews include both positive and negative comments
about the work area’s 5S performance.
After a few years of 5S implementation, the position of full-time 5S
facilitator transitioned into a part-time audit function. This function
takes about eight hours a week to audit the already-certified areas and
inspect any areas ready to be certified for the first time. To insure the audit
system is sustained, there are three trained auditors qualified to conduct
the audits and issue the reports.
Beyond 5S
In the beginning, employees believed 5S was simply a housekeeping
program. As the process expanded into several departments, the efforts
which started with cleaning and organizing a workplace developed into
changes in work habits, work discipline, and an overall shift in the culture
of the organization. When done properly, the message that 5S promotes is,
“If you are going to do something, then think it through with the entire
work group, plan it well, and do it right.” This cultural shift has laid the
groundwork for an endless number of improvements in all areas of the
business. Listed below are some examples of the general improvements
that have occurred since the implementation of 5S.
Empowerment. As the Monroe site developed the 5S audit procedure, the
supervisors in each certified area soon learned that in order to sustain the
gains, work assignments had to be documented and communicated. For
5S to be effective, each employee must assume ownership of the program
in his or her assigned work area. Employees are responsible for specific
line items in the 5S audit standard. In a well-implemented 5S program,
everyone understands that 5S is an important part of their job and
sustaining actions must be done on a daily basis.
Recently, the site discovered a significant cost savings as the result of 5S.
While a few extrusion employees were designing a new work area, they
realized that a section of material which was sliced off an extrusion profile
could no longer be allowed to just fall on the floor. If allowed to fall on the
floor, there was a possibility the pieces might block an aisle, which is a safety
rule violation. So they designed a method to collect and reuse this material,
which resulted in a daily material savings of more than $600. One of the
5S team members said, “We tried to do this 20 years ago, but it was never a
high enough priority to fix.” As this example illustrates, making 5S a prior-
ity in your plant will empower people to make operational improvements.
Environment, Health, and Safety. DNA’s Monroe site has not incurred a
lost time accident since 5S was introduced. Needless to say, worker’s com-
pensation costs have been drastically reduced. DNA believes maintaining
discipline and order in the workplace is a strong contributor to their remark-
able safety record. As the plant gained experience with the 5S system, such
standards as aisle width, standard paint colors for like equipment, ladders
and guarding, safety valves, stop buttons, and the like were developed and
implemented. John Lakes, a tool maintenance lead, said, “We recently had
a small fire in the dumpster. With the work area well marked, it was very
clear where the nearest fire extinguisher was located; just look for the red
block.” Figure 5.2 is an example of Form A-3 with the safety requirements
that must be passed as part of the 5S audit. An area that does not adhere to
the safety standards will usually fail the 5S audit.
Quality. DNA’s Monroe site has a sophisticated, computerized system
for controlling their mixing operation. Cleanliness is essential to the high
quality of the PVC-U material. The improvement in compound quality in
the Monroe plant has helped save $3 million in scrap and rework since the
implementation of 5S. In addition, since 1999, the accuracy of shipments
has improved from 89.0 percent to 98.5 percent. These are just some of the
operational benefits that occur when work areas are better organized, and
processes are well documented, standardized, and sustained.
Productivity. Before 5S, searching for tools, supplies, and parts was a
significant waste of time. Each associate used a personal toolbox, which
in some cases was cluttered, unorganized, and contained a collection
of different tools. Because many associates had their own favorite tools
for equipment adjustments and setup, variation in machine setups and
production output occurred. To obtain a standard work and consistent
product quality, the tools and their locations had to be standardized across
the work area. This was a difficult change for some associates to accept ini-
tially because there were a lot of individual preferences for using their own
tools. However, the associates in each work area were involved in deciding
what tools should be a standard issue and where they should be located.
Including employees in the decision-making process allowed the program
to gain acceptance and work more effectively.
Today, the guideline for accessibility of necessary tools, parts, or sup-
plies in each work area is the item should be within a 30-second walk of
the work area. At each machine, the toolbox contains only the tools for
that machine and all extraneous tools are removed. For common tools
such as brooms and shovels, a shadow peg board was placed in each work
area, creating a standard location for that item.
It is common in industry to realize a productivity savings of ten percent by
eliminating the search for tools. This plant has shown an overall employee
productivity improvement of 23 percent since 1999. Hoekzema said that the
specific savings associated with 5S improvements are not calculated because
the benefits are so obvious they will eventually end up on the bottom line.
Figure 5.2 Part 1.

Figure 5.2 Part 2.

Figure 5.2 Part 3.

Figure 5.2 Part 4.

Standard Work, Visual Systems, and TPM

Standard Work. Developing standard work is a key element in the imple-
mentation of lean methodologies. Writing the standards for 5S organi-
zation in each area and assigning responsibilities for maintaining the
standards are the first steps toward implementing standardized work.
The unannounced audits monitor and provide an incentive to maintain
the gains. Audits, though, would be a waste of time and effort if the stan-
dards for 5S were not in place and being practiced daily.
When a non-conformance occurs in a work area, the approach toward
developing standard work is outlined below:
1. Ask whether the process or specification was well-documented. If the

answer is, “No,” then the documentation will be written or corrected
as needed. Everyone is then trained on the new document(s).
2. If the process was well-documented and communicated, then the
manager must decide whether retraining or discipline is appropriate
for the non-conformance.
This process ensures that the standardization of the workplace is continu-

ally expanded and improved. When a better way is discovered, the docu-
mentation is changed, training occurs, and the operational benefits start the
next day. This illustrates how standardized work can not only sustain the
improvements but also provide a platform for continuous improvement.
Visual Systems. When the 5S system was initially implemented, elim-
inating unneeded tools and other material was part of the first S, Sort.
The Second S, Set In Order, involved labeling drawers, organizing supply
inventories, and creating shadow boards for housekeeping tools. This is a
simple, systematic way of identifying a place for everything needed in a
work area. Some work groups even identify the location of the wall clock
with a label that says, “Clock.” Any unneeded tools were removed from the
area as there is no longer an assigned place for them. Another side benefit
of these visual systems is training new associates becomes much easier
and more effective.
As part of the certification standard, bulletin boards are also placed
in each area. These bulletin boards include before and after pictures of
the area, 5S audit scores, and a standard work area map. Over time, this
bulletin board has led to posting daily and monthly productivity and qual-
ity performances, shipment performances, and other operational data.
This information is current and is part of the visual systems program of
plant management.
Total Productive Maintenance (TPM). Monroe’s TPM program was
implemented in 2004 and is still in the process of growing into other areas
of the company. The disciplined work habits learned in the 5S process
help expedite the TPM process. For this reason, all work areas become
5S-certified before chartering an organized TPM team.
Summary
The 5S process that began at DNA’s Monroe site in 1999 continues to be
the foundation for continuous improvement. This process helped facilitate
a cultural shift and the teamwork required for the journey to world class.
With 5S as their foundation, the sky is the limit for Deceuninck North
America’s world-class initiatives.
Questions
• Do you have a 5S program? Is it focused on more than just
organizing and cleaning work areas?
• Are your work areas audited and certified to ensure they comply
with 5S guidelines? Do you have unannounced audits?
• Is success or failure in maintaining 5S certification tied to per-
formance reviews?
• Are employees empowered as a result of your 5S program?
• Is standard work tied to your 5S efforts?
Cash Powell Jr. is associate director, University of Dayton Center for

Competitive Change. He is a member of the editorial board of Target, and
a member of the board of directors of the Dayton APICS Chapter.
Steve Hoekzema is Director of Operations at Deceuninck North America’s
extrusion plant in Monroe, OH.
Note
1. Effective January 1, 2005, Dayton Technologies’ Monroe facility officially changed its
name to Deceuninck North America (DNA). This change is a result of the purchase
of former industry competitor, Vinyl Building Products, which has facilities in Little
Rock, AR and Oakland, NJ. These Deceuninck facilities have supplied high-quality
extrusions to vinyl window and door fabricators across North America for more
than 35 years. Deceuninck Group, located in Belgium, is the parent company of
Deceuninck. They are a worldwide leading manufacturer of vinyl window systems
and profiles for the construction industry, operating 23 subsidiaries, both production
and sales, throughout Europe, North America, and Asia.
6
Team-Centered, Continuing
Improvements at General Dynamics
Advanced Information Systems:
Teamwork and a long-term
commitment to continuous
improvement make the difference
Jim Tennessen and Lea A.P. Tonkin
In Brief
Employees at the General Dynamics Advanced Information Systems
operation in Bloomington, MN have been committed to continu-
ous improvmenet since the late 1980s. They use a two-tier teamwork
approach as well as lean and Six Sigma concepts to achieve higher
performance in quality and other key metrics, as they shared during
a recent AME educational event.
Well on their way to organization-wide high performance through con-

tinuous improvement (CI) practices, people at the General Dynamics
Advanced Information Systems operation in Bloomington, MN (see the
box, “About General Dynamics Advanced Information Sustems”) shared
some of their “lessons learned” in an AME workshop. During the “Creating
a Culture of Continuous Improvement” event, they described how their
people-focused teamwork has led to performance gains such as work-in-
process reductions, cycle time reductions, and quality improvements.
65
Improvement History
The organization’s CI journey has roots in the late 1980s when they began
using their first continuous flow lines. They’ve since added several more
continuous improvement tools reflecting lean and Six Sigma concepts.
“We have taken the best of both approaches and rolled them into an over-
all approach of continuous improvement,” said Brian Schubloom, senior
manager, manufacturing.
“The key to our CI success has been our people,” Schubloom continued.
“We use a team approach to CI, where every employee has an opportunity
and, in fact, an expectation to participate. Metric-driven CI has become
very much a part of our culture.” (See Figure 6.1.)
Brian Schubloom explained that they use two different types of CI teams,
the permanent factory team and the temporary kaizen teams. “These teams
are the backbone of our CI efforts,” he said. “They are what make our efforts
to constantly improve our products and processes continuous, and indeed
a part of our culture.”
The factory team concentrates on those CI activities related to quality
improvement and cycle time reductions within their areas. When improve-
ment challenges are beyond the scope of the factory teams, a kaizen team
is formed. They may address projects such as 5S, Value Stream Mapping
(VSM), and Six Sigma.
“Each type of CI team has its own pros and cons. We have achieved out-
standing results by using both approaches together,” said Schubloom.
About General Dynamics Advanced

Information Systems
General Dynamics Advanced Information Systems, headquartered
in Arlington, VA, is a leading provider of transformational mission
solutions in command, control, communications, computers, intel-
ligence, surveillance, and reconnaissance (C4ISR). The operation in
Bloomington, MN, focuses on ruggedized network centric comput-
ing hardware and software for the tactical ISR arena. The systems are
deployed on a wide range of airborne, ground, sea, and space-based
military platforms.
Team-Centered, Continuing Improvements at General Dynamics • 67
SRS-MS - Continuous Improvement Roadmap
Lean Design
Lean
DFMA Manufacturing
Concurrent Engr
Goals Better Faster Cheaper Safer
6 Sigma
- Reduce
variation and
defects
5S
- Improve Visual Mgmt.
organization and - Visual controls on
utilization of production and visual
space display of information
Key Tools
CI Tools
Value Stream
Mapping
Layout
- Identify and eliminate - Improve product flow and
waste from processes support new or improved
equipment or technology
Theory of Constraints Pull Manufacturing

(TOC)
- Reduce WIP by
- Identify and manage replenishment based
bottlenecks on demand
Figure 6.1 Tool kit for lean improvements.
Permanent Teams — Factory Teams

General Dynamics’ Minnesota manufacturing operation produces rug-
ged, high-reliability electronics in a low-volume, high-mix model environ-
ment. Therefore, the production floor is divided into factory teams rather
than organized according to product lines (not enough repetitive volume).
Employees perform a similar type of manufacturing operation on a wide
Figure 6.2 Employees discuss metrics and issues requiring problem-solving activities

during daily stand-up meetings.
variety of products assigned to their team. Each factory team consists of

production employees, a team lead, a planner, and a support engineer.
Each factory team has its own factory team center which is a commu-
nication board where information is posted by and for the employees.
The factory team center contains information about production metrics
related to quality and scheduling information, said Schubloom.
All of the production employees of a factory team have a daily stand-up
meeting at the factory team center to review posted information and com-
municate about issues that could affect the team. They review the metrics,
discuss key issues, and plan actions in their areas. The team members use
problem-solving techniques to resolve issues affecting quality of the prod-
uct, or on schedule delivery, etc.
In addition to the production employees, the lead, planner, and support
engineer for the area attend the daily stand-up meetings. (A typical meet-
ing is shown in Figure 6.2.) This communication is critical to the success
of the factory teams. Direct support staff members are not an outside func-
tion, but are instead linked directly to the factory teams they support.
Whenever the team encounters the most critical issues — line down or
shipment at risk — which can not be solved by the team, a “red flag” is
raised to alert management of the need for assistance and they will address
the issue during the daily factory walk, said Schubloom. The red flag, which
is literally that, is posted at the appropriate factory team center board.
Daily Factory Walk

The factory daily walk is just that, a walk of the entire factory completed
by manufacturing management. “Put simply, the objective of the walk is to
provide our manufacturing leadership with an understanding of all issues
that affect quality and delivery of our products,” Schubloom said. “We
want our managers to be visible and accessible to facilitate communication
of production issues. One of the members of the factory team is stationed
at the team center board to communicate results and issues to the man-
agement team, and to answer any questions they might have. Again, the
first step in CI is communication of the issues that require attention.”
Quality and cycle time are the two main areas emphasized on the daily
walk. Quality is analyzed using three different pieces of data: incoming
defects, escaping defects, and internal defects per million opportunities
(DPMO). During the factory walk, managers review performance in each
of these areas.
DPMO measures internal quality that ultimately results in the calcula-
tion of a sigma level for each process center. “On a monthly basis, all of the
sigma levels from various process centers are rolled into one, factory-wide
sigma number. This number is communicated prominently within our
business, and has been since the late 90s,” Schubloom said. As discussed
earlier, manufacturing management also discuss any red flag items and
assign an “owner” to them during these meetings. Daily reviews of red flag
items continue at the appropriate factory team centers until a corrective
action is identified and implemented.
Cycle time data are also reviewed. “Our specific method for measuring
cycle time is simply the number of units in WIP per day divided by the
number of units delivered or exited from the factory. This calculation gives
us a predictive indicator of schedule adherence and serves as a bottleneck
identifier within our mixed model operation,” stated Schubloom. More
important than the raw number is the attention it brings factory centers
that are running with high cycle times. The attention will help address the
following questions: Do they need more resources? Is there a process or
equipment problem? Is more or better training required? Is there a trend
of increasing cycle time? If so, what can we do to reverse the trend before
our customer is impacted?” Any negative trend or recurring problem can
lead to initiation of a temporary kaizen team.
Temporary Teams — Kaizen

A kaizen team is formed when an identified issue requires focus beyond the
scope of the daily factory team center meetings, said Schubloom. Recent
examples include a 5S program initiative, a VSM event, implementation
of a new visual management system, a setup reduction effort in circuit
card automation, and a Six Sigma DMAIC (Define, Measure, Analyze,
Improve, and Control) approach to variation reduction on a problem-
atic process. To achieve a prompt solution, each of these issues required a
focused approach, Schubloom said.
Once a kaizen opportunity has been identified, the executive continued,
the first step is to determine who needs to be involved in the team. “All of
the key stakeholders should be present, or at least have their organization
represented. By stakeholders, I mean anyone who will be affected directly
by the process that is being changed,” stated Schubloom. “It’s important
to have this type of representation to both understand the current state
process, and to improve ‘buyin’ on the future state process.
“We’ve had success with groups of five to eight people, but we’ve also
recognized that the number is less important than having all relevant
groups represented,” he continued. “In other words — be flexible. If the
problem that needs to be solved requires ten or 12 people, then include ten
or 12 people. If the group size starts to become unmanageable, you may
need to narrow the scope of your event. Perhaps you can have two separate
events with a smaller number of participants.”
Another key to the success of these teams is having an “outside set of
eyes” in the kaizen events. “This person may be completely removed from
the area that is being analyzed,” said Schubloom. “There are times when
those individuals who are closest to a process have a hard time seeing past
their internal current state paradigm. What they end up doing is trying
to find ways to make modest tweaks to the current state, when the real
solution may be to tear the current state down to its foundation and start
over. This is where some outside eyes can be helpful. They are often able to
see that need, and the new process, more easily. In addition, this outside
person doesn’t have ownership of any piece of the process in question.
This means that their suggestions, consciously or unconsciously, are not
clouded by any self interest.
“We generally select a meeting facilitator before the kaizen events begin,”
Schubloom said. “This person is responsible for scheduling meetings, prepar-
ing an agenda, issuing minutes, etc. These meetings are often really brain-
storming sessions more than structured meetings. The facilitator is critical
in creating and maintaining an environment where creative thinking can
take place. The facilitator also needs to work to involve all members of the
team, even those who may be uncomfortable speaking in a group setting.”
Mark Hulst, lean/CI leader, noted that many lessons have been learned
during kaizen events. Some of the critical issues that have been important
for the company include:
1. Determine how success will be measured at a kickoff meeting. What

is the problem to be solved?
2. Avoid scope creep during your kaizen event. If brainstorming takes
you to different areas than you anticipated, record the information
and utilize a follow-up event if necessary.
3. Open, professional communication is needed during the meetings.
Facilitators need to take responsibility to help make this happen.
4. The team succeeds or fails as a group.
5. The team is empowered to implement improvements. If you are a
manager, don’t organize a kaizen team whose purpose is just to come
back with the solution that you have already decided you believe is
the “right” solution. Be willing to be surprised by your team.
6. Have a closeout meeting where you review what’s been done and doc-
ument the plan going forward. Each open action must be assigned to
a specific individual or small group.
7. Company leadership must show their appreciation for the work done
by Kaizen teams (a method that is appropriate for your team and
works with your company’s policies). This is challenging work that
often results in a huge impact to the company.
Communication: Vital Link

“Even with the formation of factory teams, kaizen teams, factory team
centers, and daily factory walks, we would see some limited continuous
improvement throughout the factory without the communications

between all teams and their members,” said Schubloom. “If we stopped
with communication only within a cell, we would be creating ‘islands’ of
improvement within a factory team without understanding the interac-
tion between individual processes and those up and down the product’s
value stream.” The factory teams provide feedback to upstream processes
and receive feedback from downstream processes.
Communication between teams is the key to the transformation of the
factory team center into a tool for CI. Every factory team depends on
feedback from downstream processes to validate their performance as an
internal supplier. Similar feedback is also provided to upstream suppliers.
Six Sigma practitioners may refer to this relationship as “voice of the cus-
tomer.” “We view it as a fundamental piece of the CI puzzle,” Schubloom
said. “It forces each factory team to see their performance the way that
their internal customer sees it. This daily communication is the critical
step in our CI process. Before a problem can be solved, it must be identi-
fied. Frequently it is easier to complete this identification with the aid of
feedback from downstream processes.”
The standardized formatting of data and metrics throughout the factory
serves two purposes. “First, it supports and simplifies cross-training initia-
tives, resulting in flexibility to handle spikes in demand in various factory
teams,” said Schubloom. “Second, it makes communication to the manufac-
turing management team via the daily walk much more straightforward.”
To ensure that senior management is included in the communication
link, the company has developed the Process Management Information
System (PMIS) which collects data from the individual factory teams and
rolls it up into departmental reports. The departmental reports are further
rolled up into a total factory quality series of charts which are reviewed
regularly by factory management.
The Journey Continues

“When we first started measuring and reporting DPMO, we had an initial
goal of achieving 3.0 sigma. Now, after nearly a decade using this method-
ology, we were able to end 2004 with a 12-month rolling average of nearly
5.3 sigma,” Brian Schubloom said. “This is significant because each tenth
of a sigma — for instance 5.2 to 5.3 — is a 30 percent quality improvement

increase. For us to go from 3.0 to 5.3 sigma took 20 levels of 30 percent
improvements. Our goal this year is to achieve better than ten percent
continuous improvement, and we are on target to do just that.
“The three-step process of gathering, reviewing, and acting on data
has been repeated over and over again to help us reach this level of per-
formance,” he stated. “We use both temporary and permanent teams to
provide this data, and to provide the expertise on how to make improve-
ments. These teams, and more specifically the people who serve on them,
are what has made our continuous improvement journey a success.”
Questions
• Does every one of your employees have not only an opportu-
nity but an expectation to participate in continuous improve-
ment efforts?
• Do you have both permanent teams and temporary teams?
• Does management walk your factory floor every day?
• Do you have strong, ongoing communication among all teams
and employees?
Jim Tennessen of Tennessen Associates, Inc., is based in Minneapolis,

MN and is the AME North Central Region president.
Lea A.P. Tonkin, Woodstock, IL is the editor of Target.
7
Re-Making Furniture Making at
Hickory Chair Company:
Their “secret weapon”: employees
Deborah Porto and Michael Smith, PhD
In Brief
Can a traditionally-managed furniture manufacturing business
turn itself around to meet global competitors? How can a company’s
employees be engaged as a “secret weapon” to build critical perfor-
mance improvements into a long-term cultural change process?
This article reflects Hickory Chair Company’s continuing journey
to become a successful collaborative, team-based organization with
laser focus on customer needs.
Imagine that you are “the sales guy” for an old business in an even older
industry. Imagine that you have watched as many businesses in your
industry have either gone bankrupt or taken their operations offshore.
Now imagine that the company president suffers a heart attack and dies
suddenly. He knew about operations, and you have never worked in the
plant at all, but you suddenly find yourself the new president. You begin
to assess the situation, and quickly determine that the organization is in
declining health. Sales are falling, and you know that something must
be done. Your colleagues tell you that you cannot continue to make your
product in the United States. Everyone knows that it can’t be done here.
Everyone is taking their production offshore. For you, such failure is not
an option, but where will you find the resources and knowledge to make
it work?
75
While you have only imagined this situation, we are describing the real-
ity that faced Jay Reardon when he became president of Hickory Chair
Company in Hickory, NC seven years ago. You will read how he discov-
ered the resources within himself and the employees to not only turn the
company around, but also enable the company to keep operating in the
United States. Jay Reardon has expressed his desire to contribute to suc-
cess in other organizations in agreeing to share his experience and access
to the people and operations at Hickory Chair with us, so that we can
describe what we found to the readers of Target.
The Reality
The improvement path has been long and difficult, but profits are up sig-
nificantly. Sales in 2005 were 14 percent higher than in the previous year,
and delivery times are down to between 14 and 21 days from six to eight
weeks. Savings from improved business processes have meant that in spite
of rapidly-increasing prices for materials and services that Hickory Chair
purchases, they have not had to increase prices in more than four years.
The success at Hickory Chair contrasts sharply with the general per-
formance of the furniture industry. The news in North Carolina, tradi-
tionally one of the major centers for furniture manufacturing, has been
full of stories about plant closings and layoffs in the furniture industry.
As awareness of the changes at Hickory Chair has spread, it has created
a buzz among furniture companies and other manufacturers. We have
repeatedly been asked, “What is happening over there?”
Jay Reardon explains that the company is doing EDGE (Employees
Dedicated to Growth and Excellence; see the box, “Employees Dedicated
to Growth and Excellence [EDGE]”). He continues that it is not the popular
“lean manufacturing” or the renowned Toyota Production System (TPS).
Instead, “It is the Hickory Chair business system,” he said. “It is a business
system that engages employees to make their work safer and easier so that
our customers can be sitting comfortably in their chair or sofa they order
in their house.” Related performance improvements include shorter cycle
times, reduced waste, higher quality, and faster product shipment. (See
employees in various work areas in Figures 7.1, 7.2, 7.3 and 7.4.)
Re-Making Furniture Making at Hickory Chair Company • 77
Hickory Chair, A Brief History

In 1911 the Surry Chair Company was purchased by a group of
investors and relocated to Hickory, NC where it became the Hickory
Chair Manufacturing Company. The Surry Chair Company’s motto
was “Chairs Made Better Than Seems Necessary.” The new company
adopted this philosophy and expanded the assortment quickly from just
dining chairs to all types of chairs, rocking chairs, and sofas. It became
the first residential upholstery manufacturer based in Hickory.
The Hickory Chair Manufacturing Company merged with two
other companies, Martin Manufacturing Company and the Hickory
Furniture Company during the Depression, their combined strength
enabling prosperity during this difficult period. The Hickory Chair
Manufacturing Company also pioneered the marketing of reproduc-
tion furniture during the 1930s. After an antique English spool bed
was found in the home of Dorothy Robinson, a descendant of Henry
Weidner, the first settler in the Catawba Valley, the company devel-
oped the successful Dorothy Robinson collection with this bed and
an accompanying suite of furniture. Its tradition of antique repro-
ductions and adaptations had begun.
During World War II, most furniture manufacturing was eliminated
to support war efforts. In 1941, the Hickory Chair Manufacturing
Company negotiated for the rights to manufacture and market
reproduction furniture under the James River Plantation license.
Plantations along the James River in Virginia, the homes of early
presidents and other prominent families, were filled with fine 18th
century furnishings. Although the collection was not manufactured
until 1943 because of war restriction, it became the oldest and largest
collection of 18th century mahogany reproductions in America.
After the war ended, Hickory Furniture and Martin Manufacturing
became Hickory Manufacturing Company and the Hickory Chair
Manufacturing Company became Hickory Chair Company. Hickory
Chair Company manufactured dining chairs and upholstery and pur-
chased its James River Collection wood products from the Hickory
Manufacturing Company. This relationship continued until 1967
when the Lane Company purchased Hickory Chair Company.
Hickory Chair reissued the James River Collection to celebrate its

50th anniversary in 1961. Mrs. John F. Kennedy’s announcement in
1962 that the White House had undergone a massive restoration and
that period furnishings would be acquired to return the historical
appearance of its rooms spurred demand for antique reproductions.
The Lane Company began manufacturing the James River
Collection for Hickory Chair Company in 1968. In 1982, Hickory
Chair opened a wood products factory to manufacture its own case
goods (helping the company to improve quality and expand its offer-
ings beyond the James River Collection).
Hickory Chair Company facilities (factories, warehouse, office,
and showroom) encompass nearly one million square feet. Located
in Hickory, NC, the company is now owned by Furniture Brands
International (the largest furniture corporation in the world, pub-
licly traded as FBN).
Hickory Chair has a staff of over 450 non-union skilled craftsmen.
Its product selection ranges from 18th century mahogany reproduc-
tions to Romantic furnishings and casual furnishings in addition
to designer collections by Thomas O’Brien, Mariette Himes Gomez,
and Alexa Hampton.
Note: This description is drawn from the company’s website www.
hickorychair.com where additional company information and its
products can be viewed.
While Hickory Chair’s success in the face of substantial bad news would
appear to present unbridled opportunity, such industrial decline presents
challenges, even for the remaining successful firms. As furniture manu-
facturing has moved offshore, Hickory Chair has become concerned that
they may not be able to continue obtaining the high-end metal hardware
that represents an important contribution to the perceived value of their
furniture from local suppliers. When the market constricts, important
suppliers face critical business challenges, and this is but one of many
trials that may face successful companies in declining industries. For
Hickory Chair, and others in similar positions, there is need for a healthy
manufacturing sector and vitality in their respective industries in order
for them to sustain their success (one reason for sharing on the part of
successful organizations).
Employees Dedicated to Growth

and Excellence (EDGE)
Originally EDGE was a program:
• Employees were asked to identify problems
• The EDGE Steering Committee determined the priority of the
problems to fix
• EDGE teams were created and they found root causes and pro-
posed solutions
• The EDGE Steering Committee determined what suggestions
would be implemented
• Employees applied tools such as Kanban.
Managers as well as all employees learned from experience and had
a key realization:
• People are the most valuable component
• Only people are capable of learning, creating, and problem
solving
• Only people are limitless.
Today EDGE is:
• Attitude, a way of thinking, constant change for the better
• Organizational change
• Development of a culture that continuously improves every-
where, everyday
• Creating an environment that strives to make every process
the most efficient work flow considering safety, quality, quan-
tity, and cost
• Culture focused on the customer first — both internal and
external
• Factory and office applications
• Next person in line is the customer
• The supplier adds value
• The dealer adds value.
EDGE teams:
• Use data to focus on the real cause of a problem and make the
best decision
• Ask directly for employee ideas
Figure 7.1 Vance Snyder, a Hickory Chair Company carver.
Figure 7.2 Finish operation; Bobby Michael is shown.
Taking a Closer Look

We decided to document their improvement because changes in how they
work and think have led to outstanding performance. The challenges that
Hickory Chair has surmounted are starkly evident in that the furniture
manufacturing industry has drastically reduced manufacturing capacity
Figure 7.3 Hand-painting furniture; pictured is Lynn Killian.
Figure 7.4 Johnny Davis in the spring operation.
in the United States during the seven-year period that has seen Hickory
Chair’s resurgence. (See the box, “Industry Context of Improvement at
Hickory Chair Company.”)
We sought to understand how and why Hickory Chair had such per-
formance improvement while others in the industry retreated and hunted
for solutions based upon cheap labor in other countries. This article rep-
resents our synthesis of some of the reasons for their success, presented
in the hope that it might help to embolden other manufacturers, above

all other furniture operations, to take the steps necessary to successfully
improve the performance of their operations.
We expected “lean manufacturing” to be a part of the answer, but when
we toured the manufacturing plant and talked with the employees we
saw more than what we expected. At first we saw clean and color-coded
work areas with orderly tools and materials. We saw well-organized wood,
frames, sewing, and upholstery work areas with squares painted on the
floor indicating what and how much should be there. More extensive study
revealed that the reasons for success lay deeper than these first impressions.
Success was not rooted in the tools and techniques of lean manufacturing,
as such. When we looked closer we saw people laughing, talking to each
other, and teams working on improving their processes. The inanimate
objects we saw at first are what many people understand “lean” to be.
However, those inanimate objects are really just the result of the spirit and
drive among employees to improve how things are done at Hickory Chair.
So we wondered if they aren’t doing “lean,” what are they doing? This is
what we set out to understand and share with other organizations.
The term “lean” was coined to describe the physical processes researchers
observed at Toyota.1 TPS, a system combining philosophy, management,
and people, has been written about extensively,2 but it has not been applied
as successfully at other companies. A large industry of consultants has
developed to provide their interpretation and experience of lean, for a fee.
We believe that Hickory Chair has captured the spirit of TPS, not simply
applied lean tools.
Hickory Chair’s initial attempt at implementing lean was to hire an out-
side consultant. The consultant did some process mapping and told man-
agement what improvement steps were needed. He did not explain to the
production employees what he was doing or how he was doing it. When
the consultant left, a newly-hired supervisor who had experience with lean
manufacturing started working with employee teams on improvement
projects and training all employees on the basic concepts behind EDGE.
The early results were small spot improvements, but the results grew as
more and more employees were involved.
Hickory Chair made the critical realization that organizational change was
needed and that without this change, “lean tools” would not work. Reardon
insisted that managers must first change from a traditional top-down
management style and instead act as leaders, coaches, and supporters.
Industry Context of Improvement

at Hickory Chair Company
Hickory Chair Company is part of an industry that has long been
an important part of the economy in North Carolina. Data from
the Employment Security Commission of North Carolina (ESC)
indicate that employment in the type of furniture manufacturing
conducted by Hickory Chair accounted for approximately seven per-
cent of manufacturing employment in the state in 2000.
In recent times, furniture manufacturing has increasingly been
sacrificed to furniture importing, so that Hickory Chair’s success as
described in the article is notable at a time when the industry and
manufacturing generally have fared poorly. Based upon employ-
ment data available from the ESC, in 1990 there were 69,580 people
employed in manufacturing household/institutional furniture in
North Carolina. By 1997, the year in which Jay Reardon became pres-
ident of Hickory Chair, there were 58,544 people employed in such
manufacturing, a decrease of 11,036, or 15.9 percent in employment.
Between 1997 and the first quarter of 2005, employment in manu-
facturing household/institutional furniture saw an additional loss of
15,637 jobs, a decline of 26.7 percent relative to employment for 1997,
and a cumulative reduction since 1990 of 38.3 percent. This loss in
employment in furniture manufacturing has taken place against
the backdrop of tremendous losses in manufacturing employment
overall, down by 229,616 jobs between 1997 and the first quarter of
2005 in North Carolina, according to ESC data.
Improvement momentum did not increase until a high degree of employee

involvement was achieved. The new outlook required persistence and a will-
ingness to learn from trial and error, fed by enthusiasm for improvement.
The focus would be on “what we should do” instead of “what we can do.”
One method for comparing the essence of what Hickory Chair is doing
compared to various “lean manufacturers” is to put what you see and
hear through a people filter. Pour all the activities, reports, and projects
through the filter and only actions involving people pass through. At
Hickory Chair, most of what they do would pass through. Actions that
involve people are what make the difference here.
Originally, EDGE was a program where formal teams were chartered by

an EDGE steering committee. However, the management team came to
realize that this formal structure limited the implementation of new ideas
for improvement. As the organization took ownership of the concepts and
processes, EDGE became more of a philosophy of values and how work
was done, driven by employee concerns than a standard process. Today
there is formal chartering of teams when issues and anticipated changes
extend cross-functionally. Control for changes within departments rests
with the departments, and such teams may consist of just several employ-
ees directly involved with the immediate issue. Finally, the least formality
exists at the level of changes in processes at the personal level, which are
dealt with individually in many cases.
Today, many formal teams actually function primarily to train the next
group of team leaders, who in turn enter their work areas to implement
the more informal processes described here. Reardon notes that by remov-
ing a top-heavy controlling system, Hickory Chair is now able to see con-
tinual improvement occurring all over the organization at a rapid pace.
Creativity cannot be controlled into existence, and with the release from
control, all the members of the organization are positioned to contrib-
ute innovation. The key to avoiding chaos, according to Reardon, is that
respect must be present throughout the organization. Thus, an individual
or team that is considering a change in a process that may affect others will
consult those potentially affected as a matter of respect. The employees, as
we describe below, have translated this respect into consideration of other
employees as neighbors.
What We Observed: the Role of Leadership

Both the criteria for the Shingo Prize and Malcolm Baldrige National
Quality Award Program Criteria for Performance Excellence place heavy
emphasis on the role of organizational leadership in initiating and sus-
taining organizational excellence. From this perspective, it was clear
that we needed to explore the role of leadership in the transformation at
Hickory Chair Company. What we found was that Jay Reardon displayed
an awe-inspiring degree of intensity and focus on sustaining and improv-
ing his company (and the furniture industry), while serving his customers
and employees. Our experience with Reardon suggests that he is a sensi-

tive, intuitive, and driven individual with a high moral code. In our inter-
views, we found sources of his driven approach to his work and life in
his sense of right and wrong, and of responsibility to family, employees,
and the community. He talked about the importance of respecting local
mores, a potential source of his concern about doing things in ways that
were both right in a broad sense and correct for his industry, his com-
munity, and his company. As will be illustrated by examples presented
later in this article, everyone from senior management to employees in all
functional areas continue to build leadership skills.
Before becoming company president, Reardon was a self described,
“sales guy” and did not know what to do in manufacturing. As the new
president, he did two very important things: 1) He asked employees for
help and 2) he started experimenting with different improvement ideas.
Reardon read articles and books about what other successful compa-
nies were doing to improve, and noticed that many of those companies
mentioned work based on TPS. He sought out and met Hajime Ohba and
his team at TSSC, Inc. (originally the Toyota Supplier Support Center,
information available at www.tssc.com). Ohba is known and respected
worldwide for his efforts to assist organizations where the leadership is
prepared and willing to learn about TPS and apply TPS principles to their
own situation, a description that readily fit Reardon. In Ohba, Reardon
found an advisor who generously provided help and advice, enhancing
improvement work at Hickory Chair.
However, in our study, we found consistent evidence that the team at
Hickory Chair did not simply adopt external methods or wait to be told
what to do. Instead, they learned by trying and experimenting. They did
not implement TPS, but developed their own approach, assisted along the
way by the pointers, experience, and road signs offered by TPS, as pre-
sented by Ohba.
One indicator of this personalization is that Hickory Chair employees
developed EDGE as their method for engaging employees in continuously
making their work safer and easier. Orientation materials for new employees
point out that when all employees adopt and use EDGE principles (such
as being an active participant in identifying and solving problems in their
work areas), they continually develop new ways for making furniture so
customers benefit by receiving their furniture order, customized to per-
sonal preferences, in less time. We found that the Hickory Chair business
system brings a clear focus to meeting customer needs and desires more
quickly, at lower cost by making work safer and easier for the employees.
EDGE-inspired results are evident in both the administrative and
manufacturing areas. Customer service employees, for example, identi-
fied their problem of not always having information to answer customers’
questions. The lack of information meant that they had to research the
requested material and then call the customer back, which slowed down
the customer’s order. To improve this process, customer service employee
training was enhanced, so that these employees now answer 94 percent of
customers’ questions during the first call.
Another example of the EDGE process is in the finishing area where the
final stain is applied to the wood. Changing from one finish to another
involved cleaning, loading, and resetting the finishing equipment. An
employee in the area had the idea that the finish area should be like a soda
fountain where the finish, like Coke or Dr. Pepper beverages, were always
available at the touch of a button. The finishing area was rearranged so
that the common finishes were always available and no changeover was
required. This modification helped to bring the work in process (WIP)
inventory down and allowed more flexible color options.
The multiple floors of the manufacturing plant present challenges to
communication and product flow. Furniture frames are assembled on the
floor below the upholstery area, and initially there was limited commu-
nication between the two departments, resulting in hundreds of wooden
frames sent up to upholstery staging and manufacturing areas. The frames
were scattered in large bunches, cluttering the upholstery area. An EDGE
team identified this as a problem to implementing sequencing and created
a simple signal to request the next frame, pulling a string that turned on a
light bulb overhead the upholstery station making the request and in the
staging area, indicating that another frame was needed. A material handler
looks for the light, retrieves the next frame, and puts it in a designated area
in front of the lighted upholstery employee’s work area. The employees
emphasized that in this example, it isn’t the light that is important, but the
process that was invented.
The EDGE process is not limited to employees inside the company.
Hickory Chair dealers are invited to attend the “Hickory Chair University”
at the manufacturing plant. At the one-day session, the dealers meet the
management team and supervisors, learn about the company philosophy,
meet the employees, and observe how the furniture is made. Before the
factory tour, the tour guide invites the group to participate in helping
Hickory Chair attain the national safety record for the furniture industry
by wearing safety glasses. Hickory Chair takes this opportunity to ask the
dealers directly, “What is your dream of how Hickory Chair could double
your business?” Responses at the session we attended included providing
larger stained finish samples to better see the stain color, a brochure to
explain why veneer is more ecological than solid wood, design and offer
more small occasional tables, and make a video to show end customers
how the furniture is made to emphasize the craftsmanship of furniture
built in the United States. The dealers discussed what impressed them
after the factory tour. They mentioned that Hickory Chair was minimiz-
ing lot sizes to increase volume (different from competitors), the simplic-
ity of light signals versus computerized scheduling, the courage to give
employees the freedom to make improvements, the fact that quality is
enhanced at every work station rather than at the end of the line, and the
impression that no one in Hickory Chair would ever say in response to
a problem, “That is not my job.” The dealers also expressed the idea that
what they observed at Hickory Chair would encourage other furniture
manufacturers not to give up on manufacturing in the United States. At
the end of the day, Reardon summed up the company philosophy to the
dealers as, “Believe in your heart the potential of your employees and you
will achieve great things from your employees.”
In the next section, we look at how an organization can initiate change like
what we have seen at Hickory Chair. In particular, we examine the extent to
which leadership involvement is necessary for organizational transforma-
tion, and the essential elements of such leadership for substantial sustain-
able transformation that yields new levels of organizational performance.
Learning to Lead More Successfully

Jay Reardon and his team have been working at transforming Hickory
Chair for seven years. Our observations suggest that part of what makes
the company stand apart from less successful organizational transforma-
tions, and lean transformations in particular, is the type and style of leader-
ship in the organization. It appears that the commitment to improvement
and disciplined focus on the customers and employees is more important
to success than are the exact actions or their timing. Leadership needs to
maintain and communicate a sustained desire to attain a clearly-defined
organizational future. They also must intensely focus on the human rela-
tionships at the heart of the organization. Although there is no roadmap
for success in remaking your organization, there are things that you can
learn to help you lead your organization more successfully.
Whatever personal attributes Reardon brings to his role, for example,
he would not be effective without leading in a fashion that is genuine and
unique to him and his situation. Reardon’s early experiences helped to form
his leadership style. He may also have personality elements that provide a
good foundation for leading in the way that we have observed. Our descrip-
tion of what has worked for Reardon at Hickory Chair does not represent a
recipe to be followed, but instead suggests that other leaders fashion their
own unique recipe for leadership. This leaves room for you, the reader, to
shape your own means to lead and implement improvements. In fact, your
leadership cannot be genuine without your unique leadership formula.
Caring about people, getting them involved, and seeking ways to make
their lives better is another central focus of Reardon’s conversations and
activities. Reardon often notes that people skills and communication
skills are extremely important to the transformation of Hickory Chair, yet
these skills are not adequate to accomplish the transformation. Instead,
they must be genuinely applied to get people involved. This is an area
where your background may make a difference in how easily this comes to
you, but most people can work to develop better connections with people
(in this case, particularly with employees and customers).
Effective connections with internal and external customers are critical.
The best sales people can all tell stories about the lives of their best cus-
tomers and what is important in the lives of those customers. Reardon
readily recognizes the importance of connecting with and meeting the
genuine needs of customers, but the same personal focus that helps him in
the sales role also helps with his employees, the internal customers. Early
in his career, he was an insurance adjuster. He recounted how at one point
a family lost their pickup truck in an accident that also severely injured the
daughter. The father wanted a new truck, but Reardon could see that the
daughter was going to need extensive cosmetic surgery and medical care.
His supervisor told him to settle for the new truck and nominal personal
injury — a lower personal standard that led Reardon to a career change,
and employment at Milliken.
At 27 years of age, Reardon became a driver at the Furniture Market

for Mr. Milliken. In this role, he learned a great deal about how Milliken
did business, and also added to his listening skills. He learned to have
confidence in people, and look to them for knowledge about how to make
things better. He also learned about how some people are mavericks, while
others are trouble makers. In Reardon’s description, the maverick does
things differently, but without pushing too far. By contrast, the trouble
maker may undertake similar actions, but fails to observe the limits of
organizational and interpersonal tolerance. Thus, the maverick, as por-
trayed by Reardon, is successful in promoting change, where the trouble
maker is viewed as an organizational pariah, which he sees as causing
to be ineffective in implementing change. Reardon later moved into the
furniture business and eventually became the vice president of sales at
Hickory Chair. When he was suddenly promoted to president, he realized
he had a great deal to learn, so he called people within the organization
together and listened to what they had to say. This approach set the tone
for what was expected from the management team.
Looking to a broad range of sources for information also works well. As he
began to work to develop his role with Hickory Chair management, Reardon
instituted a reading program, finding books and readings that seemed to
carry an important message for the business, and asking the management
team to read and discuss the readings. In retrospect, not all of the read-
ings pointed in the right direction, but the program served to emphasize
a requirement for a sustained effort to find new ways to orchestrate the
organization’s work, and to underscore mastery of new thinking as a focus
for the management team and the entire organization.
Reardon readily addresses the importance of changing the style that
many managers initially utilized in approaching implementation of new
ways of doing work at Hickory Chair. All managers, including Reardon,
participated in 13 weeks of team-building training. He somberly admits
that this effort was only partially successful. Underscoring the challenge
of changing long-standing approaches, he noted that as more collaborative
practices evolved, the company turned over about 70 percent of the man-
agers. Among the turnovers at Hickory Chair were two vice presidents
who set up battles between workers. Reardon initially tried to work with
them, but eventually both of them retired. The human resources director
also indicated an inability to make the necessary changes.
Such turnover is sobering, yet it is in keeping with experiences reported

in other successful transformations. While the approach was different
when Toyota and GM formed NUMMI, given that a termination and
re-hiring process was utilized, 85 percent of the hourly employees from
the old GM-Fremont plant were re-hired and almost none of the salaried
employees were re-hired.3 The evidence available suggests that the style
and personality of the managers are critical to successful transformation.
While we believe that it is possible for anyone to develop greater sensitivity
to those with whom they are working, a critical point is that such a change
can only occur when the individual is genuinely committed to making
such a change. Some people initially want to do so, and others may be will-
ing to be led into non-traditional ways, but where managers actively resist
such changes, termination may be the only practical approach. The central
concern is that without leadership expressed through a management team
displaying genuine concern for the employees of an organization, progress
will be significantly hampered.
Reardon pointed to the involvement of employees as vital to successful
organizational improvement. As noted above, their contributions are only
leveraged when the proper management philosophy is present. One index
of such presence can be seen in employee turnover. About four years ago
at Hickory Chair, turnover was about 13 percent. Last year it was seven
percent, of which voluntary turnover was about two-three percent. The
difference is accounted for in part by a no-smoking policy that drove a
number of people away, but this is seen as a safety issue.
We found it exciting to witness Reardon and other managers’ con-
nection to the employees. We saw it when they stopped and talked with
employees and joked with them about getting the visitors to sell more fur-
niture. Noting that respect can also be reflected through genuine interest
in employees, wanting to know, “What is their story?” Reardon expressed
disappointment when other corporate leaders seem unable to uncover
the value in their employees. In this context, the lesson with the greatest
value is that your success is not dependent upon some magic ingredient from
outside, but instead springs from recognizing the worth of those already in
your employ. Recognizing their value and communicating that their input
is valued rests at the very heart of your success, but unless the message is
heart-felt, do not expect it to take hold. The leader must be able to tell a
new story, but the story that you tell must include the story of the people
upon whom your success will depend.
Sustaining the Improvement Momentum

To sustain improvement, Reardon and other managers needed to create
an atmosphere of positive tension to keep a routine and pace of improve-
ment. While they can describe the performance of the organization in
terms of traditional data, we found that they also described decisions as
being informed by walking the factory floor and visiting with custom-
ers. Intuition derived from contact with the work, workers, and customers
was described as critical in establishing improvement targets, such as new
goals for leadtimes.
Reardon noted that intuition (in addition to more routine measures)
allowed him to take a more holistic sense of the system into account. That
holistic perspective might be utilized to determine the extent to which the
system could realistically be expected to improve some measured value,
however. Another attribute ascribed to intuition was sensitivity to current
situations; that is, “having your antennas up all the time” — to address
individual concerns while looking to do the right things for those affected
by the system.
Among the right things Reardon described is that we should be manu-
facturing in the United States: “We owe it to ourselves to make things
here.” He hates it when someone gives up, such as when organizations
chase low labor costs. There is no end to cheap labor, he said. For example,
furniture manufacturing has moved from Michigan to North Carolina,
to Mississippi, to Mexico, and now to Asia in pursuit of low costs. “Can’t
we think of a better way?” he asks. “Can’t we stay close to the market?” He
explains that by being both close and responsive to customers, manufac-
turing at home is an opportunity.
The spirit behind attempts at organizational change directly affects their
level of sustained success, Reardon believes. Successful application of TPS
concepts, for example, depends on an underlying spirit. As an example,
if you are asking, “Why did I have to do those sit-ups?” after leaving your
personal trainer, you probably did not get the fitness spirit, and only a list
of things to do.
Likewise, the manager who directs that lean tools be utilized has missed
the essential point. Those who grasp the underlying philosophy focus on
improving the working environment of employees. Reardon described
the proper emphasis as shop floor well-being, making people feel part of
the environment, not a tool. He observed that you can’t embrace inani-
mate words such as quality, cost, and delivery — the buzzwords of lean.
Employees and customers want a personalized environment that meets
their needs. Walking through the workplace regularly and frequently,
an offsite recognition dinner, and active participation in EDGE closeout
meetings are among the ways that company leadership draws personal
connections between what the company does and the employees.
Path to Engagement of Employees: “Really Caring”

The path to engagement of employees has been supported by drawing on
internal as well as outside resources. Although the management team had
prided themselves on an employee focus, they decided to request a TPS
facilitator from TSSC to work with the employees to enhance ongoing
improvement activities. When the facilitator arrived, she introduced
herself in a rather cursory manner, and proceeded directly to the plant
floor. Although she was polite, her concern was the floor employees and
their work at the point where value is added to the product by transform-
ing wood, springs, and fabric or leather into chairs and couches.
Reardon noted that by her actions, the facilitator showed what,
“Employees are our greatest resource” should mean. He learned that in
spite of the management team’s sense that they had made tremendous
strides, they needed to learn the importance of a people focus in order to
really improve their processes and improve customer satisfaction.
The TPS facilitator, for example, modeled people talk rather than
talk about things. Her facilitation helped employees examine processes
relative to the seven wastes (overproduction, waiting, transportation,
the process itself, stock on hand, movement, and defective products)4
characteristic
of TPS-based approaches and how she could help them
make their work easier on the floor. For instance, in looking at a process
that added six cushions to a couch that required lifting, she asked why the
people have to lift six pillows rather than about how the six pillows are
added to the couch.
The facilitator also encouraged participation by having the team mem-
bers present their work at the end of each project. Each team member was
required to share what they had learned with members of the management
team (not by merely putting up slides). The facilitator encouraged full dis-
cussion, so that each member got credit for what they learned.
The management team saw through her actions that the facilitator
“really cares about people. She showed the total focus on people by living
the example,” Reardon said.
Not everyone who hears of such concern with the welfare of employees
perceives it in positive terms. Some executives have condescendingly
referred to the Hickory Chair approach as a “kumbaya” style. Reardon
pointed out that caring about the employees does not mean that business
performance is sacrificed. Without being financially viable we can’t be
socially responsible, he said, but social responsibility is the process mea-
sure to achieve the financial viability.
Employee Reaction to Changes

We now turn our attention to employee reaction to the changes. Change
has become standard at Hickory Chair. Perhaps one of the most visible
reminders of continuous change can be found in the transition of the
former expediting room to a continuous improvement room where
teams could have a quiet place to meet. The conversion was plain for the
employees to see as they walked by the room’s large glass window on their
way into the plant each day. There was a clear message that the work in
the room has gone from picking up where the system has failed to making
things so they work correctly.
We interviewed a number of employees at Hickory Chair in completing
our study, including both managers and line employees. We found that
people throughout the organization felt very positively about changes, and
were enthused about their personal roles, as well as about their personal
assessments about the future for the company.
We had observed substantial advances in organizational performance
ahead of formally beginning our interviews. Employees were involved in
improving work processes as part of their personal daily activity in orga-
nizing their work areas; work area formal and informal teams working
on exposed problems of standardized work; and EDGE teams working
on cross-functional problems such as sequencing; and the company was
reaping the benefits. However, shortly before we began our formal study, a
new TPS facilitator helped the leadership at Hickory Chair take employee
involvement to a new level, and our interviews reflect employee responses
following this intervention. Our description will focus on interviews of
some of the initial participants on teams that are being replicated rapidly
throughout the organization.
The facilitator worked with the Hickory Chair employees to demonstrate
the spirit of TPS — all employees are capable and responsible for problem
identification and solving. She first walked the production floor and then
selected a team of two men and two women from different areas of the
plant — upstairs and downstairs (Hickory Chair is in an historic build-
ing with multiple floors). While the facilitator selected the team members,
their supervisor, Steve Parkhurst selected a quality problem for the team
to address.
The facilitator trained the team on the basics of waste identification and
problem solving for one-and-a-half days. Her training material was simple
— just a single sheet of paper with problem solving depicted as a funnel with
inputs and outputs. She encouraged team members to see what was actually
occurring in work processes and to discuss what they were witnessing.
The reader may want to compare this approach to the typical approach
with large notebooks and extended training conducted in a formal class-
room as part of many lean training programs. According to the employees
who served on the EDGE team that worked with the TSSC facilitator, the
facilitator immersed the team in work addressing real situations and had
them base their work on personal observations. The focus was not on the
impersonal, inanimate concept of waste, but forms of waste that created
hard and awkward work (such as work that required lifting or bending)
for people.
The team worked to solve the quality problem on the second day and
presented their results on the third day to the senior management team.
The presentation had many “before” and “after” pictures with explana-
tions of the improvement on simple forms and an EDGE newspaper of
follow-up items. The facilitator helped employees set up a problem-solving
structure and expectations of employee roles, and also modeled a cadence
of weekly problem solving. In the presentation on the work accomplished
that week, each team member shared what they learned. The facilitator did
not allow them to simply put up their slide in silence but encouraged them
to discuss what they had learned. We found that the process modeled
by the facilitator impressed the organizational leadership as a display of
her sincere concern for the employees and energized the employees by
engendering a sense of pride in their accomplishments. These themes
are further elaborated in describing our discussions with several EDGE
team members to learn more about their experience and reactions to the
problem-solving teams.
Tim Causby was one of the four team members who initially worked
with the TPS facilitator. He has worked at Hickory Chair for 23 years.
A sense of pride in what had been accomplished was evident as Causby
showed us the work of his team in resolving the initial quality problem. He
said that what he was showing us was the work of the team, and that the
facilitator encouraged and let the team have all the credit for their work.
The researchers, in examining what happened with this team, found
that the situation differed significantly from what we have observed in
some organizations where lean consulting groups are engaged. Often it
appears in the final reports that the team is simply the supporting cast as
the credit is claimed by the consultant.
Presentation skills, not often part of life for line employees, need to
be developed in order for the team members to share their experiences.
Causby described how the facilitator worked with the team to develop a
presentation to management, and then required that each employee focus
on describing what he or she had learned. While he said that this made
him anxious, the presentation also helped him recognize that he could do
something to fix problems, feel pride in his abilities, and motivate him to
do it again.
Previously a team member, Causby next graduated to leading a team.
He described how he modeled his experience with the facilitator by select-
ing his team members and getting another problem to work on from his
supervisor. In addressing this problem, the team developed an approach
that reduced the number of pieces of wood involved in a part where the
upholstery meets the frame of a chair, improving the fit and appear-
ance while simplifying production. This problem well illustrates the
cross-functional nature of the projects the teams were tackling, involving
workers from the wood and upholstery portions of the operations. From
his perspective, Causby reported that the EDGE process and new teams
were making a substantial difference in how he saw his work, since he
was now involved in identifying problems and getting them fixed, instead
of just writing problems down for someone else to fix and then seeing
the problems ignored and forgotten. He noted that he would not want to
return to previous ways of working. He particularly credited Reardon for

bringing change to the organization, noting that “Jay is a real human. He
is here even on Saturdays. He makes us feel good.”
The theme of a nervous start on the team was echoed when we talked to
another team member, Mike Farley, who was also a department manager.
Farley noted that he overcame nervousness when he saw what the team
accomplished. Farley told us that there were plenty of problems to keep any
number of teams busy, if not in his area, then in other areas of the plant.
Another employee emphasized the importance of the philosophy, noting
that at a previous employer, the approach was to get the product out, even
if there were problems. He described how at Hickory Chair the EDGE pro-
cess gave them a way to fix problems now and prevent them in the future,
instead of fixing them later.
Increasing Buy-in, Looking Out

for Your Neighbors
Danny Milam, who has worked at Hickory Chair for 12 years, told us that
the EDGE teams’ improvements led to increasing levels of interest and
involvement from employees who had not previously supported change.
He said the facilitator had promoted this new state by showing team
members how to see waste. Milam reported his pleasure as others around
him started seeing the waste. He had worked on a problem that resulted
from a specification change that was not adequately communicated to
all the parties who needed to respond to the change. He described shock
in learning of this, and pleasure when the team’s proposed solution was
accepted. Milam noted that he could see the extent of the new philosophy
at Hickory, noting that he did not feel enthusiasm for the problem-solving
teams at first but that “seeing what I could do and that senior management
listened” changed his mind. During his first team presentation, he said
that he was sweating, “but senior managers listened to me and they took
notes on what I said.” At the end of the team’s presentation, “Jay gave us
the green light.”
Milam’s sense of what the teams are accomplishing shows in his assess-
ment of where the company stands. He described Hickory Chair as the
“top dog” in furniture, based on an assessment of his previous work expe-

rience and what he has heard from friends who work for other furniture
manufacturers. He noted that Hickory Chair is promising short delivery
times and doing it.
Milam echoed a theme that we previously identified in Hickory Chair’s
implementation of EDGE, when he described how continued improve-
ments could be made if everyone just looked out for their neighbors. From
his perspective, his neighbors were the departments before and after the
area in which he worked, in contrast to a more typical approach the next
process in line as a customer and the previous process as a supplier.
Paula Lowman has worked at the company for 26 years. She said that
no one liked the changes at first. In the upholstery area, which had been
paid on a piece rate (an incentive for rapidly producing good or bad parts),
employees previously had been able to pick and choose work to maximize
their money, but that had changed. She had not wanted to go to standard
hourly pay, and working on items in order. She described herself as one
of the most resistant to the change. However, she now acknowledged
that quality suffered under the old system, and today she is an advocate
for EDGE. She says that she could not return to working under the old
philosophy, which she described as supporting a management approach
captured in the phrase, “Keep your mouth shut and do your job.” Her
work with a team gave her a platform to go ahead and say things about her
work area and processes that she had been thinking earlier.
Lowman told us that as she gained comfort with the EDGE process, and
saw things improving, she realized that she could contribute to resolving
long-standing problems. Now she is hearing from other workers about
problems that they have, and realizing that these issues can be resolved,
often by implementing relatively small changes (such as moving equip-
ment or improving standardized work). Like others who we spoke with,
she highlighted the work of teams across areas in the plant, noting that she
now feels like she can look at how work from other areas impacts her work,
and she can also participate in trying to address how work done in her area
impacts others. She said that she has come to appreciate how a small issue
in one area can result in large problems elsewhere, expressing the theme we
heard earlier about employees needing to take care of their neighbors.
Lowman described improvements that had been made as making for a
more pleasant and better organized workplace. For example, in the past,
Financial, Other Performance Improvements

• Sales are increasing by double digits
• Profits are strong without any price increases in four years
• Inventories are one-half of what they used to be
• Inventory turns rose significantly
• Quality performance improved.
Jeff Anderson, the vice president of operations at Hickory Chair, said

the indicators used to measure their business success are “safety,
quality, customer service, and continuous improvement”:
• Safety
• Over seven million safe man hours, which is the industry
record
• Large decrease in the number of recordables (the number
of times someone goes to the doctor)
• Quality
• Significant decrease in returns and allowances as a percent-
age of sales
• Service
• Parts bins 96 percent available
• Fabric and leather 96 percent available
• Upholstery cycle time of 14–21 days 96 percent of the time
• Wood products delivery in two weeks or less 96 percent of
the time
• Continuous Improvement
• Setup reduction
• Sequencing
• Employee training.
The parent company, Furniture Brand, looks at revenue, cash

flow, and return on investment across its different companies. Jeff
Anderson points out that Hickory Chair’s excellent financial per-
formance is the result of achieving safety, quality, service, and
continuous improvement goals.
He emphasized that Hickory Chair’s business success is not from

one area, but a combination of many efforts. He said, “The customer
wants design, service, quality, and value. Hickory Chair is respond-
ing to what the customers want.”
• Design — with new products made quickly with customiza-

tion. With small batches so customer changes can be reflected
in weeks rather than months.
• Service — continuously improving
• Quality — better than ever
• Value — no price increases in four years while at the same time
design, service, and quality have improved.
“There will always be a place for furniture manufacturers in the

United States that make customized products,” said Anderson.
“Some offshore furniture manufacturers have lower prices but not
the quality and customization ability.”
upholstery material was spread out and poorly organized. She said that
now material is organized and grouped “like a family.”
In addressing how she became an ardent supporter of the change
efforts at Hickory Chair, Lowman attributed the shift to the effects of
seeing positive changes, feeling appreciated, and seeing persistence in
makingthings better. She contrasted such persistence with the past, when
improvements would start and then fizzle out. Today, she believes that
the company is headed in the right direction, and that she can see this
change through better organizational communication. She told us that
she feels that senior management consistently treats people with respect,
and shares information, including financial information, both the good
news and the bad news.
Like another employee interviewed in the upholstery area, Lowman
expressed the wish that the people part of the changes had come earlier.
From her perspective, leaders can motivate employees to join in change
efforts by getting to know the people who work for the company, getting
to know the product, and then showing the workers that they are willing
to help make things better for all employees and customers.
Accepting — and Questioning — Change

Clearly, things at Hickory Chair are changing, but one manager was very
concerned that we recognize that things are not perfect. In her words,
“We’ve still got ugly babies.” She added that there is “not a single day that
goes by that we don’t change something.”
Dramatic change has been difficult for various people within the orga-
nization. For some managers, change from traditional ways does not
work well with their personality or mental models of how work should
be managed. In some cases a manager’s inability to make the transition
may require that they be moved out of the organization; in other cases the
disconnect is not that extreme. In cases where there is enough movement
toward accepting change, and the value that they contribute to the orga-
nization is great enough, disagreement may remain largely out of sight
(although some individuals were willing to share their angst with out-
siders). One manager we interviewed was not as optimistic as were the
employees reported above, but he did acknowledge that Hickory Chair
might not have remained in business without the EDGE-related changes.
Another indicator of the company’s transition is in retrospective views of
people who shifted their perspective. Many of the supervisors at Hickory
Chair will now tell you that they can not imagine managing in another
system. They have seen how much easier supervision is now, and would
not like to return to the old ways of doing things. In our conversations
with managers, we found that many of them were clearly imbued with
this new spirit — evidence that the company’s continuing improvement
progress has gained broader acceptance.
As the transformation has progressed, the perspective on the need for
external resources has changed. Initially, Hickory Chair relied on a num-
ber of “experts” hired from outside the firm. In some cases, these experts
were recruited from firms where the transformation has proven far less
durable than have the efforts at Hickory Chair. While these outsiders
may have spurred movement in new directions, they brought with them a
top-down approach to transformation. From the perspective of hindsight,
Reardon can see the value that some of these outsiders brought to the early
efforts, but he now recognizes the need to look internally to identify rising
stars and start grooming them toward leadership.
Comparison of traits associated with effective transformation efforts contrasted with

the traits associated with unsuccessful efforts.
Effective Ineffective
Genuine, honest and open Situation
Urgency, based upon legitimate concerns Any crisis will do; a new crisis every day
about the business
Believes in people Searches for “better people”
Driven to improve things, sets and example Directs change
Knows what things look great, there’s more Proclaims success
to be done
Patient, but driven A moving target
Knows that what matters is what the Looks to change behavior
employees think
Makes transformation unique to the Implements programs
organization
New thinking permeates the culture Thinking is personality-dependent
Leverages assistance from outside to Adopts approaches of outsiders – What’s
develop unique solutions; seeks alignment the next wave?
Customer-focused Business results-focused
Delivers and sustained by results Derailed in search of results
Once again, this dawning realization serves to highlight that while help
from outside may be useful, the ultimate challenge is to create a system
that nurtures nascent talent within the organization and fashions a path
that is unique to your organization. There is the temptation to look toward
apparent successes in other organizations. Yet leadership needs to ques-
tion whether “outsiders’” contributions will be useful for their own orga-
nization and can withstand the test of time. Even if such examples are
found, their leaders may not be well positioned to nurture the embryonic
community of internal leadership that would be best positioned to fashion
your unique path.
Pride, and Believing in Employees

While the methods of leadership may appear soft, and indeed, they
rely on soft skills, the results are anything but soft. The changes at
Hickory Chair have had profound impact on the business. Last year they
did $62 million in business, and Reardon projects $70 million in the
coming year. His question is, “When will Hickory Chair reach the goal
of $100 million in revenue?”
Overall, a central theme is that of driving change by listening to people
and helping them to figure out how to change things. In some ways, Jay
Reardon is very much an orchestrator of a context in which others can
engage in changing the system. Such organization-wide leadership emer-
gence represents the only sustainable approach to fomenting continuous
improvement for your organization.
For some people the role of the orchestrator may be more challenging
than for others, but we have come to believe that most people, if driven by
a genuine desire to change their own thinking and behavior, can make the
changes necessary to lead successful organizational change.
Tapping the Intellectual Capital of Employees

The feel of the Hickory Chair plant is different from many others where
attention is drawn to the physical accomplishments like kanban cards
and work cells. At Hickory Chair, our attention is drawn to the changes
in people. The average tenure of employees is 10.5 years, so the major-
ity of employees responsible for the transformation today are the same
employees who worked in traditional ways. What has changed is the addi-
tion of a system that allows and encourages and respects the creativity of
the employees. Hickory Chair’s transformation is based on using the intel-
lectual capital of their existing workforce.
Reardon expressed great concern that we should not over-state the role
of his leadership in Hickory Chair’s transformation, emphasizing that
it is about the employees. He cautioned that charismatic leadership can
be superficial (leaders either taking on the traits of a benevolent dicta-
tor or becoming a patronizing leader, expressing the belief that employ-
ees should be “involved,” but only as long as the decision making stays
with the managers). In some “lean” organizations, the departure of a
charismatic leader reveals how all directives had been coming from the
leader and the improvement responsibility had never been transferred to
the employees.
Sometimes visitors to Hickory Chair remark about the company’s success-

ful transformation to a collaborative, employee-focused organization, adding
that, “We can’t get our people to do that.” If they go back to their companies
and discuss only the lean tools they had observed at Hickory Chair, they
have overlooked and discounted the capability of their own people.
Hickory Chair employees told us how they felt about their role in the
transformation. Their comments reflect the spirit of the company — a key
to its success:
• Pride in their abilities, “seeing what I could do.”

• Feeling that their ideas were important and appreciated. EDGE has
given employees the opportunity to say what they had been thinking.
• Management needed and respected the employees. Management
listened, took notes, walked the floor to see in person, and treated
employees with respect.
• Optimism for the future of the company.
• Employees don’t want to revert to the old way which was, “get the
product out” and “keep your mouth shut and do your job.”
A key accomplishment of Hickory Chair is capturing and developing the

intellectual capital of the employees by developing a culture of respecting
employees and giving them responsibility for identifying and solving their
own work problems individually and in a team-based environment. The
degree of employee responsibility and accomplishments, as well as their
feeling of being respected by management and optimism for the future,
make Hickory Chair employees shine. EDGE, as one employee said, “gave
me the opportunity to say what I had been thinking … and to do some-
thing about it.” That spirit is hard to see but easy to feel.
Hickory Chair boosted employee responsibility by making all employees
salaried and providing them with cross training. Furniture manufactur-
ing is one of the last industries to make the change to a salaried work-
force. Jay Reardon noted that when Hickory Chair went to salaried pay
instead of incentive pay, they learned that “incentive rates were cancerous
to quality.” Piece rates were a barrier to enlarging employees’ responsibili-
ties to improve their work conditions and processes. A salaried work force
can accept more flexible work assignments, Reardon said.
The company chose to build upon the new-found flexibility by making

sure that all employees were cross-trained to do multiple tasks in the com-
pletion of a particular component. In order to cross train, they developed
visual and written standards for everything they make. The standards
make variations and unusual conditions more visible so that employees
can readily identify troublesome conditions and bring it to the attention of
their supervisor or to their own EDGE team for improvement.
What has prevented most businesses from using the potential of their
employees? What we learned from the example of Hickory Chair is that
the senior manager’s job is not problem solving but teaching, enabling,
and encouraging employees to identify and solve their own problems.5
By better leveraging the problem-solving capability of their employees, the
company can begin to address problems throughout the organization. The
potential of this multiplier effect, conservatively 12 problems identified
and solved per employee per year initially, is huge. The improvement rate
accelerates over time as each employee becomes more skilled at identify-
ing and solving problems.
Conclusion
Hickory Chair Company is transforming the way it does business. They
have made many successful financial and strategic decisions, but their
ongoing success has been enabled by something much less tangible. The
leadership has inspired the employees to believe in the future of the com-
pany and in their personal ability to contribute to that future. Hickory
Chair has built a foundation of people whose ideals and values contribute
to success in manufacturing furniture in the United States. These attri-
butes are then directed toward positive change through universal involve-
ment in an internally-developed process for problem identification and
solving. But in spite of early success, everyone we met at the company
recognized that success in the future depends on their working together to
build upon and grow the foundation that they have established.
Jay Reardon, his staff, and employees have been aided in developing
EDGE by their experience with TPS. They followed its spirit as they
designed processes that were useful in making furniture. Jeff Liker writes
in his book, The Toyota Way, about the spirit of TPS, “The more I have
studied TPS and the Toyota Way, the more I understand that it is a sys-
tem designed to provide the tools for people to continually improve their
work. The Toyota Way means more dependence on people, not less. It is
a culture even more than a set of efficiency and improvement techniques.
You depend upon the workers to reduce inventory, identify hidden prob-
lems, and fix them. The workers have a sense of urgency, purpose, and
teamwork …”6 This description applies to Hickory Chair and EDGE.
Much of the literature on how to implement lean manufacturing dis-
cusses tools and their application. The organizations most successful at
transformation have designed tools that fit their specific needs and have
not force-fit lean tools to all situations. The development, dissemination,
and standardization of lean tools may be the visible portion of a lean
transformation, but they are dependent on the more invisible foundation
of establishing a culture among the organization’s people to support new
ways of thinking. We believe from our observations that this is Hickory
Chair’s unique accomplishment. They have developed a foundation of a
people-based culture — respect, responsibility for problem identifica-
tion and solving, and total integration into the methods of improvement.
Without this foundation, initial gains from the application of tools will
be temporary. Tools alone might provide brief symptomatic relief, but
without new thinking based in a supportive culture, the tools do not sup-
port continuous improvement, and their use is not sustained. Ultimately,
the use of lean tools without leadership-spurred cultural transformation
appears doomed to fail.
Employees are Hickory Chair’s “secret weapon.” This is also the secret
weapon that every business already has, and deployment does not require
a search for either capital or new employees. What is required is the persis-
tent, energetic, and disciplined pursuit of a new way of thinking grounded
in ideals, values, a vision of the future, and good storytelling ability to
unlock and use the skills of your existing employees.
“You’ve got to have faith in people. The creativity of our employees has
been there all along,” said Jay Reardon. “As we gained momentum with
our improvement projects and recognized our employees’ early successes,
more of our employees have become involved and developed great ideas
for even more improvements. Hundreds of little things are better than one
home run. We see this as a continuing journey. As you achieve each new
threshold, it gives you perspective about new opportunities.”
Questions
• Do you have a business system or production system unique to
your company?
• Do your transformation efforts include organizational change?
• Do your leaders seek help and information from outside
sources? Are they genuinely committed to change?
• Does your company provide training resources, including an
in-house “university?”
Deborah Porto is the director, applied research, Industrial Extension

Service, North Carolina State University in Waynesville, NC; she can be
reached by email at deborah_porto@ncsu.edu.
Michael Smith, PhD is an assistant professor of management and interna-
tional business at Western Carolina University in Cullowhee, NC; email
at mesmith@wcu.edu.
REFERENCES
1. Womack, James P., Daniel T. Jones, and Daniel Roos, The Machine that Changed the
World, Rawson Associates, New York, 1990.
2. Exemplars include: Dennis, Pascal, Lean Production Simplified, Productivity Press,
New York, 2002; and Spear, Steven and H. Kent Bowen, “Decoding the DNA of the
Toyota Production System,” Harvard Business Review, September–October 1999.
3. Alder, Paul S., “Time-and-Motion Regained,” Harvard Business Review, January–
February 1993, pp. 97–108.
4. Ohno, Taiichi, Toyota Production System Beyond Large Scale Production, Productivity,
Inc., Portland, OR, 1988.
5. Spear, Steven J., “Learning to Lead at Toyota,” Harvard Business Review, May 2004,
Vol. 82, Issue 5, pp. 78–86.
6. Liker, Jeffrey, The Toyota Way: 14 Management Principles From The World’s Greatest
Manufacturer, McGraw Hill, New York, 2004.
8
Stable Chaos: Leading Change
in the Fast Lane
Douglas F. Carlberg
In Brief
Stable chaos is maintaining stable, but highly flexible operations
while constantly pursuing new initiatives to improve them. Being
too chaotic is confusing; but some chaos is necessary for effective
change. A veteran leader of an award-winning company tells his
company story along with the method used to maintain stability
amidst both planned and unplanned process changes.
“The big eat the small” used to be a common saying in the business world.
But in today’s environment, the fast eat the slow. With the pace of commerce
increasing, companies unprepared to make changes quickly are likely to fall
behind. Examples abound of yesterday’s market leaders becoming today’s
also-rans. To remain competitive, it is essential to be both competent and
quick at making effective changes in your business, and to implement pro-
cesses that will facilitate significant, sustainable improvements.
M2 Global applies a battery of techniques to expedite improvements
based on three enterprise building blocks: our technical, social, and com-
munications systems. You can’t change everything at once, so this keeps
the business stable while making changes. We defined each of these
macro-systems, ensuring that they are complementary; then subordinat-
ing all changes to these three systems. We’ve been on the road to excel-
lence for 15 years, through lots of ups, downs, and distractions. We’ve
used these macro-models to guide the day-to-day, tactical, and strategic
needs of a small business, accumulating a number of lessons learned.
107
The Big Picture

How we arrived at our technical/social/communications macro-systems
model requires further explanation. Early in our Total Quality journey
we almost fell victim to theory-of-the-month fads. We learned two things
pretty fast: You can create unhealthy chaos if you don’t pay attention to
what you are doing, and every new idea worth using requires intelligent
adaptation for your business. While I believe in injecting some level of
chaos to stimulate new thought (my staff’s sometimes-affectionate nick-
name for me is “Captain Chaos”), you need to avoid wholesale disintegra-
tion of your business structures. And each new approach you try must
be inserted in the context of your organization’s values, culture, training,
experience, reward system, etc.
Through a series of “ah-has!” we became aware of our own technical,
social, and communications systems. They displayed a level of unconscious
competence. We had a way of managing, doing, and measuring work: the
technical system. We had a way of organizing, applying, and rewarding
our people: the social system. And we had a way of communicating our
successes and shortcomings: our common language of quality. At the time
we were using manufacturing requirements planning with master sched-
uling for our factory (MRPII), had a healthy participative management
style, and had invested heavily in training everyone per Philip Crosby’s
Quality Education System. It all worked pretty well at that moment. Then
there was a new moment.
Total demand for production from the factory grew; low-volume/high-
mix mass customization became the name of the game. To keep up with
two shift’s worth of problem solving, managers practically lived at the
plant, on a stress curve to burnout. And although nonconformance to
requirements was okay for measuring the cost of variability, customers
expected something beyond meeting sales order specifications.
Had our model failed us? No, we just needed to recognize that we were
responsible for more than its maintenance. We needed to guide its evolu-
tion as well.
If we were going to change one of the complementary systems it was
likely to necessitate changes in the other two. With real pain to motivate
us and some chaos injected for creative stimulus, my senior staff and
Stable Chaos • 109
About M2 Global
M2 Global of San Antonio, TX is descended from a ferrite operation
founded in 1958 by Bob Webb, an engineer and designer, who sold
the business to Farinon Electric Company in 1977. In 1981, Harris
Corporation, a $3 billion producer of high-technology communica-
tions and information processing equipment, purchased Farinon,
naming it the Harris Farinon Division. In late 1999, Harris spun off
this division to a group of its former managers and engineers, who
formed M2 Global Technology Ltd. and M2 Global, Inc. Today it is a
service-disabled-veteran-owned small business with annual revenues
of approximately $8 million. M2 Global teams with two other small
businesses to market defense services as Trilogy Defense Services.
M2 Global manufactures a broad range of complex microwave
radio frequency (RF) components. Its ferrite isolators and circulators
are industry leaders. It designs and manufactures high-performance
wave-guides, couplers, dividers, and power splitters. In OEM customer
equipment, its components reside in more than 100 countriesin appli-
cations such as cell phone systems, satellite up-and-down links, radar
systems, and high-definition TV broadcasting. M2 Global compo-
nents are essential in Department of Defense equipment. In addition,
M2 Global is a contract manufacturer specializing in prototypes and
quick-turn production. To be in this business, quality is a must-have;
versatility and short leadtimes are a competitive advantage.
Our microwave components are among the most reliable and
sophisticated products commercially available, made to customer
order from approximately 4000 base designs. Production is verti-
cally integrated for quality control and short lead-times. M2 Global
does it all: sheet metal fabrication, precision CNC machining,
torch brazing, welding, heat treating, printed circuit board assem-
bly, and more. Total production cycle time is ten calendar days; the
best demonstrated total production cycle time to date is one day.
Customer services include application engineering, rapid proto
typing, and short cycle times for delivery and repair of discrepant
field replaceable units. All this takes place in a new 25,000 square
foot building with 80 employees. All departments are air condi-
tioned, and two areas are clean rooms.
With this challenge, a cross-functional workforce is mandatory.

Half of all operators can work on any process within M2 Global.
Component and Fabrication team members have developed at least
three operators certified to work every job in their area. Boundaries
between exempt and non-exempt work blur. This versatility has been
a major factor in both quality and productivity improvement in the
past five years.
M2 Global is not shy about seeking certifications, awards, and
outside learning. The operation has been ISO-9001 registered since
1994. It won a Shingo Prize in 1996. It is ISO-14001 compliant. It’s
been a finalist in Industry Week’s Best Plants process. It was the
2006 Southwest Region winner of the AME Excellence Award. In
July 2006, M2 Global attained AS9100 certification (described as a
quality and safety standard “on steroids”). And it was one of the few
companies accepted into the United States Air Force Manufacturing
Technical Assistance Program.
I came to a series of decisions. The first was to tap the collective knowledge
and wisdom of the workforce — this to free managers from day-to-day
fire fighting. The second was to find a better manufacturing philosophy,
one that had shorter total production times and required less materials
on hand. Third ... well, the third decision was a long time coming because
while making all the other changes, we could not afford to stop under-
standing each other, so the quality communication system stayed intact a
while longer. I’ll tell you about that at the end.
Team-Based Management
Tapping into the strength of the workforce has been our most exciting
and rewarding accomplishment. And creating it first was the singular
thing that led to all the other successes. We set out to move from partici-
pative management to team based management. Separating management
as a discipline from manager as a position has become the cornerstone
of M2 Global’s success in making rapid improvements. Combine that

understanding with three guiding principles and you have a great start for
bringing out the best in each other:
“The deepest desire in human nature is the desire to be great.”

—Sigmund Freud
“Principle-centered leadership suggests that the highest level of human

motivation is a sense of personal contribution.”
—Stephen R. Covey
“Trust is the residual of promises kept.”

—Colin Powell
With the evolution into team-based management for all business areas,
internal on-time delivery percentages steadily increased to over 90 percent.
The teams learned to manage and improve their own processes as well as
their relationships with suppliers and customers. Monthly team reviews
provide for goal deployment, measurement reporting, and corrective
action if needed. New product introduction cycle time quickly dropped
by 40 percent and keeps reducing. This allowed us to decrease the time
between product upgrades from every three years to every two months.
For our transition to team-based management, we used a vehicle called
Architecture For Excellence™ (from our days as a Harris division), which
is a framework for high performance organizations. Our leadership
teams have only two levels: the top Operations Leadership Team, and a
set of linked functional leadership teams and Business Area Teams. Each
Business Area Team aligns with a particular functional leadership team.
Business Area Teams are semi-autonomous business units responsible for
day-to-day operation of the business, plus identifying and implementing
improvements within their unit. These teams are deployed throughout the
business: manufacturing, materials, human resources, administration,
finance and accounting, manufacturing support engineering, and infor-
mation systems. Each team has only two primary objectives: to satisfy
their customers and to improve their business. This improvement mission
includes the growth and development of the team members themselves.
Developing teams to self-improve processes requires three levels of

implementation: empowerment, enablement, and education. Empowerment
gives team members some of the decision-making authority and respon-
sibility formerly reserved for managers. Employees develop and imple-
ment their own solutions, keeping management informed rather than
asking permission and waiting for review board approval. Now they make
improvements almost immediately — which means there is no sugges-
tion system. Results of their changes are reported during team reviews.
Freedom to use your best judgment drives this approach.
Team enablement provides team members with the information needed
(such as daily and annual operating plans) to make good decisions to help
the company achieve its business goals. For instance, if workers know that
shortages of certain parts are extending manufacturing cycle time, they
can work on circumventing the problem (by ordering from a different
supplier, etc.).
The education stage of the team process provides team members with
the knowledge and training to fulfill their expanded roles. M2 Global’s
comprehensive training program has been critical to employees learning
how to use increased company information to help the business achieve
success. Training for each employee averages over 40 hours annually.
The training department administers six major curricula: development,
leadership, manufacturing, operations, quality, and safety. Courses include
self-developed programs as well as those conducted by subject matter
experts both inside and outside the company. The company provides liberal
support for obtaining bachelors and graduate degrees.
The end result is a craftsman-like atmosphere of ownership of excellence.
The principles of quality — and of customer satisfaction — are internalized
rather than held externally as an institutional ideal. Workforce education
and personal ownership of excellence have allowed M2 Global operations
to achieve unprecedented flexibility and agility.
Quick-Response Manufacturing
Team-based management took about a year to put in place. In the mean-
time, we decided to a make a major change in the technical system, shifting
from the push approach of MRP to a pull approach. Instead of an order

entering the front of the factory (that is, “push”), it would enter the back
of the factory (that is, “pull”). Kanbans for every manufacturing Business
Area Team were sized for enough parts or work in process (WIP) to sup-
port two weeks of demand — no more and no less. When kanbans are
filled, a Business Area Team shifts its attention to its improvement efforts,
which include measuring internal customer satisfaction. WIP manage-
ment changed from a forecast to a consumption basis.
No doubt you can appreciate that supply-chain management is critical
to this system. Without a constant supply of parts, a demand-based manu-
facturing system behaves like an engine starved for fuel. Material ordering
has been simplified with barcodes and electronic commerce, and inten-
sified with multiple orders being placed per day. Enterprise-integration
links extend to customers and suppliers.
Given that the procurement leadtimes on some exotic materials are up
to a year, it takes that long to fill all areas of the supply pipeline to pre-
clude shortages. Of course, this requires constant updating of long-range
sales forecasts and teaming agreements with key suppliers that provide
free exchange of information. These supplier partnerships are based on a
mutual sharing of business risk and reward.
This migration of the factory to quick-response manufacturing required
dramatic increases in organizational effectiveness. One-up/one-down
cross-training (and the concept of job roles rather than job descrip
tions) motivates team members to acquire additional job skills, and it
helps relieve unplanned constraints in flow. The highly visual factory
keeps employees informed of the status of activities and replenishment
signalsat all times. Team-based management mates well with just-in-time
flow manufacturing.
And the outcomes? Total production cycle times have dropped from
45 days by default to ten days by design. These times are headed lower still
with further improvements in test methods for our complex products. In
addition, more rigorous criteria for design for manufacturing (DFM) and
design for testing (DFT) are being incorporated into new products. Our
goal is to make the total production cycle time an insignificant contribu-
tor to the total sales order cycle time, which in our business includes appli-
cations engineering, product environmental qualification, and testing.
Figure 8.1 Doug Carlberg talking with Jeffrey Lewis and Anabel Pepito in the
Contract Manufacturing Area.
Figure 8.2 Efrain Reyes talking with Doug Carlberg in front of the CNC Mori Seiki in
the Contract Manufacturing Area.
Additional Tools
Thus far, I’ve described M2 Global using catch phrases such as supplier part
nership, bar code, electronic commerce, cross-training, kanban, and visual
factory. Note that all these were in the context of the technical and social
systems. They are just tools used within the macro business systems.
Several additional tools we’ve applied are worth mentioning:
• Process characterization is done by the Leadership Team and every

Business Area Team to identify suppliers, customers, and processes
that produce products and services — and key measures. This links
each team to business goal deployment, and becomes the baseline for
improvement and change management.
• 5S training for assessing and improving workplace organization
for efficiency is delivered only to entire teams. (5S is derived from
five Japanese words with rough equivalents in English: sort (orga-
nization), set in order (orderliness), shine (cleanliness), standardize
(standardized cleanup), and sustain (discipline). An actual 5S event
launches a team’s competencies to apply these principles in their own
work areas.
• Visual Systems concepts are being deployed to further link the teams’
awareness with the technical system’s status.
• Most internally-developed training avoids lecture in favor of heuris-
tic approaches based on the Socratic Method. This method facilitates
adult learning and is a perfect match to our team-based management
system. It requires direct involvement of the participants, not just
their attendance.
• Kaizen (the Japanese term for continuous improvement) is a disci-
plined approach to making effective process changes. Traditionally,
it entails many incremental improvements over an extended period
of time, eventually adding up to a significant impact. The Kaizen
Blitz (named by AME) is an accelerated version of kaizen designed
to produce dramatic results in just one week. Changes must be sus-
tainable, so that the improvements continue over time. M2 Global’s
kaizen champions must qualify the goals within a strategic context
to preclude random acts of improvement, which limits the chance
of sub-optimization. But the executing team picks how goals are to
be achieved and negotiates self-imposed measurements — typically

either halving or doubling a measure, depending on which direc-
tion is desirable. Consequently our kaizen teams adopt improvement
“contracts” rather than having “mandates.”
• Our plant uses computer-integrated manufacturing (CIM) tech-
nologies for rapid prototyping, improved documentation, and
greater consistency in manufacturing process. CIM also is used in
applications such as direct download of assembly bills of material
and to link engineering’s computer assisted design (CAD) system
to automated assembly machines. Cycle time is decreased by dras-
tic reduction of data entry time and by eliminating keying errors
and resultant assembly errors. Personal computers automate assem-
bly and test operations. An automated call distribution system has
increased customer calls answered in person from 78 percent to over
90 percent.
• Business systems modules link engineering, manufacturing, and
customer service via a local area network/wide area network for
in-process production communications. Additionally, a Corrective
Action Request and Corrective Action Tracking System links all
business functions.
The Results
Indicators such as those in Figure 8.3 tell us that we’re making progress,
but are not yet close to perfection — and that we arm-wrestle technically
demanding issues. But they do not show the most important aspect of M2
Global’s journey. Our initiatives have created more than flexibility and
agility — we call it adaptability. Our concept of enterprise integration is
based on our macro-models. These, with the core practice at the heart of
each one, are: 1) social (team-based management), 2) technical (just-in-
time flow manufacturing), and 3) communication (a common language of
quality, such as DMAIC, etc.). To preserve stability and operational integ-
rity, all other concepts, including new tools and changes, are subordinated
to this model. Adhering to this basic philosophy has helped the company
achieve a customer satisfaction ranking of number one among its North
American competitors.
Fire in the Plant: a Major Distraction

On July 8, 2005, a heater set a PVC ventilating hood on fire. Officially the fire was
considered minor, confined to one area and quickly extinguished. But thick, acrid
smoke wafted through the building, creating havoc with high-precision machines,
tooling, and test equipment. A contaminated clean room is no trivial mess. Without
the advantage of M2 Global’s operational flexibility, the damage could have forced
the company to close.
M2 Global followed the script of a disaster recovery plan that had last been
updated when the Y2K millennium bug buzzed through business. Although a fire
is a far different kind of peril, the plan worked well. Nonetheless, the 90 days after
the fire were days of 24/7 work and intense adaptation.
First, we were delayed from re-entering the building until the fire marshal estab-
lished an official cause. Once we were back in, most of the machines had (at the very
least) to be disassembled and cleaned, and one had to be replaced. Cleaning up the
programmable controllers alone cost $40,000. Equipment supplier technicians had
to inspect most of the equipment before it could be used again. Very little of this
work was a simple “wipe down” job.
M2 Global prioritized customer orders. Which ones were urgently needed by
customers? Which could be delayed? Based on that assessment, we outsourced
work. We moved restored machines to uncontaminated areas to resume work.
Personnel figured out alternative ways to perform some processes. Plant activity
returned to about 80 percent within a week, and we did not lose any customers.
After 90 days M2 Global had largely returned to normal, but normal did not last
long. The landlord of the building refused to renew the lease. We began to look
for new quarters, and found a building that could be modified to our purposes,
moving in less than a year after the fire. On June 21, 2006 M2 Global held an open
house to celebrate our return to more routine episodes of constructive chaos.
M2 Global Process Improvement by Some Key Indicators, 2003–2006

2003 2004 2005 2006
Scrap as a % of Cost of Goods 0.61% 2.67% 0.52% 0.57%
Internal Nonconforming Quality Costs 1.21% 2.63% 1.62% 1.04%
Contract Mfg. Scrap, % of Cost of Goods 0.53% 0.80% 0.33% 0.00%
Development Cost per Part (Dollars) 3800 1200 900 700
On-time Delivery 86.5% 92.0% 86.6% 91.3%
Figure 8.3
We’ve long understood that making changes in business is a lot like

changing a tire on a car while it is going 70 miles an hour. Unlike engi-
neering, there is no experimental control sample for business process
change — most changes we make are an act of faith. So as a sanity check,
we also engage in “Olympic” benchmarking to absolute standards of

excellence by subjecting ourselves to the scrutiny of several local and
national organizations.
What’s Next?
I deferred revealing a decision to change our common language of qual-
ity. Only recently have we decided to embrace an adaptation of quality
function deployment (QFD). This is being applied to both our internal
and external customers to close any perceived gaps between basic confor
mance to requirements and unmet, and perhaps previously unexpressed,
expectations. We have also initiated training in Lean Six Sigma concepts
to better understand the margin of our successes and the variability of
our less successful endeavors. With our foundation in Phil Crosby’s qual-
ity education concepts, these are not difficult conceptually, but they are
expected to significantly improve our ability to bring next-level solutions
to our customers and to evaluate our success in doing so.
Every day is a great adventure conducting business in today’s global
markets— little about them is predictable. A saying I once heard (but don’t
know the source) stays constantly in my mind: “Change is inevitable …
Growth is optional.” While that describes the challenge, a quote from that
great American humorist Will Rogers guides our direction: “Even if you’re
on the right track, you can get run over if you don’t keep moving.”
Questions
• Do you tap the collective knowledge and wisdom of your
workforce?
• Do you develop teams through empowerment, enablement and
education?
• Is your production based on a pull approach or a push system?
• Is your organization flexible and agile?
Douglas F. Carlberg is president of M2 Global Technology Ltd., and pres-

ident of AME’s Southwest Region. He can be reached at 210/561–4800, or
email at dcarlberg@m2global.com.
9
How Human Resource Departments
Can Help Lean Transformation
Dr. Monica W. Tracey and Jamie W. Flinchbaugh
In Brief
Many anecdotes from practitioner experience attest that the human
side of lean is the hardest. While the authors’ survey statistically con-
firmed much of this wisdom, it also revealed a few surprises. Their
conclusion is that to sustain lean operations, the human resources
function must support them, beginning with hiring people who are
likely to be happy and to succeed in a lean working culture.
Companies have begun to understand that lean is about more than 5-S and
U-shaped cells. It is also about people, culture, and leadership. However,
Human Resource (HR) departments seldom seem to take an active role
in lean transformations. How can companies and their HR departments
better engage the full human potential of lean? To assist answering this
question, we conducted a research study. From it, we discovered from
actual practice not only how HR, but leadership creates better organiza-
tional conditions to support lean transformation.
Our results indicated that five key variables predict successful lean trans-
formation:
1. Development of teams as a supporting structure of lean
2. Calculation and communication of metrics
3. Communication among organization members, particularly across
organizational barriers
4. Communication to employees regarding their specific role in lean
transformation
5. Acknowledgement and celebration of successes toward lean trans-
formation.
119
Our research indicates that these are areas in which dramatic change in
HR departments can accelerate a successful lean transformation.
But first, a note on the general state of HR in the context of leading
change. HR departments have taken the brunt of punishment for inabil-
ity to effectively engage employees in change programs. For example,
the August 2005 cover page article in Fast Company magazine is titled,
“Why We Hate HR.” Everyone gets a laugh from Scott Adams’ Dilbert
cartoons portraying Catbert, the evil HR director, but laughs don’t solve
the problem.
Adopting lean principles well beyond core manufacturing has dramati-
cally changed many other corporate internal functions, including product
development, supply chain management, and more recently, accounting.
But in too many companies, HR remains untouched by their company’s
commitment to lean. And for those who have engaged HR to help with
lean transformation, the contribution has not reached its potential.
Steps in Our Research of Lean

Before designing our survey, we completed an extensive literature
review of existing research, to identify variables and factors relat-
ing to instituting a lean transformation. From this review, six areas
seemed of particular importance to investigate further by adminis-
tering a survey:
• Demographics (age, sex, ethnicity, etc.)

• Work Environment
• Innovation, Tools, and Technology
• Lean Implementation
• Communication
• Rewards/Benefits of Lean Implementation
We designed two separate surveys: One addressed employees work-

ing under direct supervision; the other addressed supervisors
and managers charged with ensuring lean practices within their
department(s). Each survey asked similar general questions, but dif-
ferent role-specific questions related to the implementation of lean.
How Human Resource Departments Can Help Lean Transformation • 121
Survey questions were written and grouped into one of the six cat-
egories derived from our literature review. Sixty-four questions were
on the employee survey; 66 questions — two more — on the manager
survey. Both questionnaires required ten to 15 minutes to complete.
After the survey design was completed and reviewed by the
researchers, it was reviewed by two subject matter experts who had
extensive experience with lean transformations, and who serve on the
Pawley Institute board of directors. Both subject matter experts rec-
ommended changes to the content and wording of the survey instru-
ment. After these modifications, the questionnaire was uploaded
into a website entitled surveymonkey.com, which compiled the data
as it was collected by those visiting the site to take the survey.
Survey respondents were from corporations recruited through local
manufacturing membership associations, or who were involved with
The Pawley Institute. Both electronic and written communications
encouraged people from these sites to complete the survey by using
the website, mail, or visits from the researchers if desired. The major-
ity of those completing the questionnaire used the surveymonkey.
com website. Corporations who did not provide website access to all
survey participants distributed hard copies of the survey amongst
their employee population.
Survey data was captured from respondents in 72 different sites
or companies; 154 workers completed the employee survey; and
72 managers completed the management survey. The percentage of
persons who had seen the survey prior to responding is unknown,
but all persons who did respond completed every question on the
survey. Only the conclusions from the survey are reported here; the
statistical analysis is omitted.
General Research Findings and Discussion

Our research results demonstrated that, despite the significant history of
lean and its application within companies of all types and sizes, documen-
tation of conditions for success is generally elusive. Lean transformation
may be one of the most powerful means to improve businesses, but far
too few companies achieve the promised gains. From the view of the
research, five key variables predicted the perception, at least, of successful
lean implementation. The following findings and conclusions relate each
of these five key variables to the engagement of HR implementing lean.
1. Development of teams as a supporting structure

Teams are an important element of a lean organization. We believe, and
the research supports, that the development of effective teams extends
deep both inside and outside of lean transformations. Within lean, teams
are important because the whole process must work together to build
value for the customer, and if teams cannot work together then the process
cannot work for the customer. How teams work is more important than
their mere existence.
Teams in a lean environment need the following: first, a common lan-
guage, common principles, and common tools. Second, a common drive
provided by vision, metrics, and goals. Third, they need to design the work
around them visually so that there is high agreement about what work
must be done and how it should be done — and immediately exposing
problems so that they may be resolved.
No surprise so far, but fourth, and perhaps most important, teams need
both the capability and the skills to manage themselves. In a lean environ-
ment, teams need a great deal of autonomy to manage and improve their
process, but this is not done in a vacuum. Teams are still part of the larger
organization around them. Providing more autonomy than necessary
before maturity can be a big mistake, for with this new authority comes
new responsibility — the responsibility to function as a productive team
together — and with other teams.
2. Calculation and communication of metrics

Metrics keep score and determine if progress is being made. In a lean
environment, we found that several criteria should be considered when
developing metric systems or scoreboards. First, a scoreboard and its rel-
evant metrics must be “owned” by those who own the process, whether a
cell team on the floor, or an office team such as customer service. Therefore,
metrics must be easy to update by these process owners. Second, metrics
must be as predictive as possible, with only a small fraction of the metrics

looking rearward. Because these metrics should support daily decision
making, predictive metrics offer much more useful decision support than
those that are rearward facing. Third, management must support the
metrics; they must decide who will review the metrics, when they will do
so, what they will look for, and how will they respond to the metrics with
action. Fourth, and perhaps most importantly, the metrics must point in a
steady and consistent direction toward the ideal state.
3. Communication across boundaries

Companies that are successful in lean are also successful improving their
communications, particularly across boundaries such as departments and
functions. Although understandable, this was one of our more surpris-
ing research findings. In a lean environment, process focus takes priority
over functional focus. Successful lean processes have material or informa-
tion flowing across functional boundaries, so naturally companies that
are successful in lean will also improve communications across functional
boundaries in the manner most efficient and effective for the customer.
The research found that communication in a lean environment must be
vertical, horizontal — and two-way. It is not enough for a lean leader to
be excellent communicating the vision and direction to the masses of the
organization; he must also convey information about the changes going
on at the top. Lean changes both the work and the way people think, so
employees need to see that individuals at the top of the organization are
changing the way they think before they will do the same.
Bottom-up communication is equally important. It provides valuable,
timely information about changes that are going on, and about new barriers
that arise as progress is made.
Horizontal communication must occur, not up-across-down, but directly
from the source of the information to the need. The ability to communi-
cate, and for that communication to be received and used, is important to
assure process experimentation where the work is done. Increased exper-
imentation can result either in increased chaos or in organization-wide
improvement. The key variable differentiating between these two states is
how well an organization communicates directly from person to person.
4. Communication to employees regarding their role

Part of management’s communication for lean implementation includes
clarity of each employee’s roles and responsibilities. This communication,
however, is a two-person process. Lack of employee commitment was
found to be one of the top barriers to implementing continuous improve-
ment. This study traced the roots of employees’ negative attitudes to the
management team not consistently communicating with them. In addi-
tion, it was discovered that employees need to be trained in communica-
tion and discussion techniques; otherwise they really do not understand
how to ask questions and how to elicit feedback.
When many companies begin their lean journeys, they train everyone in
lean — then give everyone the same role: Go out and apply lean. However,
as with any other aspect of an organization, success depends upon role
clarity. Roles must change as an organization goes toward lean maturity,
so the rate at which an organization reaches maturity partly depends on
lean role clarity and integration throughout the journey. Maintaining
role clarity as these roles dramatically change appears to be an important
criterion of success.
5. Acknowledgment and celebrations of successes

Most corporate initiatives have a distinct beginning and a clear, objective
outcome, but lean is a never-ending journey. If objectives remain clear,
employees at all levels can feel a sense of accomplishment and if appro-
priate, the accompanying reward. But since lean is an endless journey,
employees are unsure when to celebrate accomplishment. Simultaneously
celebrating and raising awareness of the remaining performance gap is a
tough balancing act. However, this research demonstrated that companies
that find ways to celebrate success along the journey are more successful at
lean. They clearly define milestones, communicate progress toward them,
and celebrate successes along the journey.
So how does an organization acknowledge success on a never-ending
journey? First, they must learn to recognize and communicate progress.
Then they must decide how to reward such progress, if at all.
Recognizing success in lean first requires that it be understood as a
journey. Without implying that ultimate lean has been achieved, leader-
ship must balance recognition of the success achieved with maintaining
the tension for future progress. If tension is sustained without recognizing

progress, organization-wide burnout will follow. Managers should under-
stand that what they choose to recognize as success, and how they choose
to recognize it, can either reinforce human progress or retard it.
Rewarding progress is an even more complicated challenge. All solu-
tions to the reward problem have downsides. Some of them can be cata-
strophic. Suppose you reward people in proportion to the size of the ideas
they contribute; all you will get are big ideas, and you will minimize the
development of people not in position to make big contributions. Another
big problem is that rewards can quickly become entitlements, losing the
intended affect. Some of the most successful organizations give no sig-
nificant direct compensation for ideas contributed or for participation in
lean. Unfortunately, we know of no thorough empirical data supporting
a commonsense lean practice: that the most effective encouragement is to
support the people contributing ideas day-in and day-out by listening to
those ideas and acting upon them.
Recommendations for HR Departments

If you are an HR manager, or connected to an HR department, what steps
can we recommend that you take, based on this survey? General recom-
mendations must be framed as “areas HR should enroll themselves in.”
Specific solutions that emerge will vary depending on the company, its
history, and its challenges.
Culture: Creating a lean culture is to create an environment that sup-
ports four of the five predictors from this study: 1) teams developed and
functioning to support the structure of lean, 2) communication processes
that operate across boundaries, 3) clarity of all employees’ roles in the lean
organization, and 4) a process for calculating and communicating metrics
is in place and followed by process owners.
Future research on how to create and maintain such a culture is
needed, including defining more specifically the artifacts and beliefs of
that lean culture.
Recruitment Seeking the Character Traits Needed: Ability to communi-
cate, work in teams, create and follow measurements, work across orga-
nizational boundaries, and identify and celebrate successes. If these traits
are present in some form in employees implementing lean, they may be

enhanced. But if not basically present, they may not be able to be taught
(Collins, 2001). Therefore, the recruitment and hiring process should iden-
tify and select these traits.
Future research on how to recruit and hire a lean-ready person is needed.
This includes the criteria and methods to predict leaders of lean, as well as
those which would fail in a lean environment.
Pay/Recognition and Performance Structure: The fifth predictor in
this study identified the importance of rewards and recognition and the
acknowledgement and celebrations of success. A fair and suitable reward
and recognition program is vital in the recruitment and retention of
employees, especially in a lean implementation process. This does not
imply a high pay structure, but rather considered fair and equitable. Just as
studies have shown that executives who were successful in creating great
companies were not necessarily the highest paid (Collins, 2001), the same
thing may apply to others.
Future research on how to pay and reward a lean employee is needed,
and what levers beyond pay most contribute to lean success.
Developing, Choosing, and Maintaining Lean Leaders: Leadership in a
lean environment can quickly be distinguished from traditional views on
leadership. Lean is a long-term, evolutionary, and inclusive environment.
Leadership for it differs from crisis-based, charge-the-hill hero leadership.
Understanding the choice between developing leadership for lean and
choosing leaders who would support lean must be examined and methods
examined. We need to further explore the skills and capabilities to main-
tain leadership over a long period of time (Spear, 2004), and the conflict
between long tenure and high demand for such individuals in the external
job market.
Next Steps in Formal Research

Boyer (1996) states that the determinants of lean production system success
are the actions taken, the principles implemented, and the changes made to
the organization to achieve the desired performance. This research supports
Boyer’s premise along with the critical finding that the predictors of lean suc-
cess are neither unique, nor specific to manufacturing. That is, respondents
did not choose lean tools as a contributor to lean success. Rather, all five
primary predictors are “human” issues, and those are the domain, although
not exclusively, of HR departments. Yet the literature is limited on how HR
supports and enables lean implementation as supported.
Future research in how human resources enables lean must address these
predictors, which in turn should increase lean transformation success.
Lean in human resources must be distinguished from HR-enabled lean.
Lean in human resources is defined as driving waste out of HR processes.
HR-enabled lean is how the human-resource processes and functions help
create lean success throughout the organization.
This research should drive deeper into the predictors of lean success.
Several key questions will be explored for each of the five predictors,
such as:
1. Why is it a predictor of lean success?

2. What are the best practices within this predictor?
3. What factors should be avoided in this predictor?
4. How can HR organizations provide value in support of this predictor?
We plan to extend this research, and as always, participation and funding

is required. If you would like to participate in the future phases of this
research, please contact us.
Questions
• Is your HR department involved in your lean transformation?
• Does your recruitment process include a focus on the skills and
characteristics desired in lean employees? In lean leaders?
• Does your HR department strive for two-way communication
with employees?
• Do you provide compensation and incentives consistent with
a lean workplace?
Monica W. Tracey is assistant professor in the Human Resource Devel

opment Department at Oakland University, Rochester, MI and a founding
member of the Pawley Institute: tracey@oakland.edu.
Jamie Flinchbaugh is co-founder and partner of the Lean Learning Center

in Novi, MI and is co-author of The Hitchhiker’s Guide to Lean: Lessons from
the Road: jamie@leanlearningcenter.com
References
Boyer, K.K., “An assessment of managerial commitment to lean production,” International
Journal of Operations & Production Management Vol. 19, No. 9, 1996, pp. 48–59.
Collins, J., Good to Great: Why Some Companies Make the Leap and Others Don’t, Harper
Collins Publishing, New York, NY, 2001.
Hammonds, Keith H., ”Why we hate HR,” Fast Company, August, 2005, pp. 40–47.
Spear, Steven J., “Learning to Lead at Toyota,” Harvard Business Review, No. R0405E,
May, 2004, pp. 78–86.
Index
A Culture(s), 1
changing, 10
AME. See Association for Manufacturing leadership for, 23–27
Excellence (AME) continuous learning, 34–35, 41
America’s Software Manufacturing leadership for transforming, 23–27
(ASM), 35–38 technical change and, 15
continuous learning, 41 Customer, 47
demand-driven execution, 41 Customization, 44
goals, 36, 38
managing for results, 36
root cause analysis, 41 D
successful operation, 36
university, 34 Daily continuous improvement culture
(DCI), 44–47
voice of customer, 38
DCI. See Daily continuous improvement
ASM. See America’s Software
culture (DCI)
Manufacturing (ASM)
Deceuninck North America
Association for Manufacturing Excellence
audit record, 58–61
(AME), 30–31 organizing for change, 52–54
results of implementation, 56
5s at, 51–64
B improvements of, 56–57
empowerment, 56
Batesville Casket Company, 43–49
environmental, 56–57
creativity and customization, 43
health, 56–57
DCI, 44–47
productivity, 57
metrics, 48 quality, 57
policy deportment, 47 safety, 56
voice of customer, 47 training, 115
Best cost, 38 standard work, 62
sustaining discipline during change, 55
TPM and, 63
C visual systems, 62–63
Demand-driven execution, 41
Continuous improvement practices,
Desk technology, 40
44–47, 65
Conventional mass production, 3
Creativity, 44
Cultural assumptions, 27–29
E
Cultural inertia, 9 Employability, 41
129
130 • Index
Employees employee communications and, 124

dedicated to growth and excellence, 76, metrics in, 122–123
79, 84 research survey data for, 120–121
reaction to improvement, 92–93, rewards and benefits of, 120
96–100, 102–104 teams and, 122
tapping into capabilities of, 102–104, 110 variables for, 119
Extinguishing vs. breaking habits, 14 recommendations for, 125–126
G I
General Dynamics Advanced Information Inspired people, 36
Systems, 65–73
communication, 71–72
daily factory walk, 69 K
factory teams, 67–68
improvement history, 66–67 Kaban replenishment system, 16
kaizen, 70 Kaizen, 41, 47, 70–71, 115
permanent teams, 67–68 blitz, 20
Six Sigma DMAIC approach, 70 events, 2
temporary teams, 70–71 techniques, 34
Globalization, 19
L
H Leadership, 40
Hewlett-Parkard. See America’s Software program, 30–31
Manufacturing (ASM) for transforming culture, 23–27, 29–30
Hickory Chair Company, 75–106 Leadership edge, 41–42
EDGE program, 76, 79 Lean conversion, physical changes in, 2
employees, 92–93, 96–100, 102–104 Lean culture
history, 77–78 case for, 1–17
implementing lean, 82 changes associated with, 2–3
improvement, 83 creating, 125
engagement of employees and, defined, 7–8
92–93, 96–100 implementation, 2, 16 (See also
industry context of, 83–92, 98–99 America’s Software
reaction of employees to, 93–96 Manufacturing (ASM); Batesville
role of leadership in, 84–90, 102 Casket Company; Deceuninck
sustaining momentum of, 91–92 North America’s Monroe Site;
Human resources, 119–128 General Dynamics Advanced
business area team, 111 Information Systems; Hickory
director, 89 Chair Company; M2 Global)
implementing lean acknowledgment and celebrations
acknowledgment and celebrations of successes in, 124–125
of successes in, 124–125 communication across boundaries
communication across boundaries for, 123
for, 123 employee communications and, 124
Index • 131
metrics in, 122–123 Operating challenges, 20

research survey data for, 120–121 Operations Leadership Forum (OLF), 35
rewards and benefits of, 120 Outstanding results, 38
teams and, 122
variables for, 119
mass culture vs., 8, 11
visible attributes, 8 P
Lean management, 4–5 Parallel implementation, 2
elements, 11, 16 Plan Do Check Act, 24
implementation (See Lean culture,
Point Kaizens, 47
implementation)
Policy deployment, 47
paradox in, 5–6
Problem solving, 40
practices, 16
Lean manufacturing, 2, 4 Process focus, 5–6
elements of, 16 Pull system supermarket, 16
origins, 16
Learning tracks, 40
Loyal customers, 36 Q
Q-flex, 41
M Quality Education System, 108
M2 Global
history, 109
kaizen, 115 R
process characterization, 115 Root cause analysis, 41
quick-response manufacturing, 112
5S training, 115
team-based, 110–112
visual systems, 115 T
Malcolm Baldridge framework, 36 Team leaders, 16
Management, 1
Total Productive Maintenance (TPM), 63
Managing for results, 36
Mass culture
habits and practices, 11
lean culture vs., 8, 11 V
Mass production, 3
Value Stream Map, 24
Material Requirements Planning, 9
Metrics, 48 Voice of customer, 38, 47
O W
OLF. See Operations Leadership Forum Waterspider lineside supply, 16
(OLF) Working culture gap, 22

Sustaining Lean PDF

Uploaded by

Copyright:

Available Formats

Sustaining Lean PDF

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Sustaining Lean PDF

Uploaded by

Copyright:

Available Formats

What are some of the techniques discussed for implementing lean culture?

What are some of the techniques discussed for implementing lean culture?

What are some challenges mentioned with regards to sustaining momentum of improvement?

What are some challenges mentioned with regards to sustaining momentum of improvement?

E N T E R P R I S E E X C E L L E N C E

Green Manufacturing: Case Studies in Lean and Sustainability

Association for Manufacturing Excellence

© 2009 by Association for Manufacturing Excellence

No claim to original U.S. Government works

International Standard Book Number-13: 978-1-4200-8379-8 (Softcover)

Library of Congress Cataloging-in-Publication Data

Sustaining lean : case studies in transforming culture / Association for Manufacturing

Visit the Taylor & Francis Web site at

and the Productivity Press Web site at

Chapter 2 Leading the Working Culture Revolution....................... 19

Chapter 3 Thriving on Continuous Learning at

Chapter 4 Batesville Casket Company’s Culture of Continuous

Chapter 5 5S at Deceuninck North America’s Monroe Site:

Chapter 6 Team-Centered, Continuing Improvements at

Chapter 7 Re-Making Furniture Making at Hickory Chair

Chapter 8 Stable Chaos: Leading Change in the Fast Lane........... 107

Chapter 9 How Human Resource Departments Can Help

A team-centered approach is at the heart of continuous improvement at

David Mann, Ph.D.

There’s a missing link in most descriptions of lean manufacturing. It’s

Changing from What, to What?

notable changes in material supply, production scheduling, and standard-

From: Conventional Mass Production

From: Do Whatever It Takes!

To: Lean Production and Lean Management

To: Lean Processes Need Lean Management

To: Process Focus Produces Results

results. Looking at what happened yesterday is way too late to do any-

To: Process Standards and Measures

What Is Lean Culture?

1. What are inventory practices around here?

Visible Attributes of Culture in Mass and Lean Production

The examples in Figure 1.1 give a partial picture of the “everyday-ness”

New Settings, Old Habits

met, there’s no interest in what’s on that “paperwork.” And if the schedule

Changing Cultures: The Nature of the Task

Differences in Habits and Practices Between

A second crucial influence on employees’ attitudes is the degree

Extinguishing Versus Breaking Habits

1. Establish standards and accountability for following them

Conclusions: Culture Sustains the Gains

Ask These Questions

Element of Lean Production System Element of Lean Management System

Figure 1.3 Illustrative lean management practices corresponding to elements of a

Until we establish the habits of disciplined adherence to process, we would

physical conversion to lean. With new management practices to sustain

David Mann, Ph.D., is responsible for supporting implementation of the

John Woods and Robert W. Hall

Compared with today, operations in North America had a more focused

wasting diseases — or it never developed enough vigor to cope with seri-

A Short List of 21st Century Operating Challenges

• Global competition; “surprises” from anywhere

Everyone can add to this list. The half-life of a business model is

The first phase of transformation is learning the techniques. For exam-