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Apart from any fair dealing for the purposes of research or private study, or criticism or review, as permitted under the relevant copyright, designs and patents acts, this publication may only be reproduced, stored or transmitted, in any form or by any means, with the prior permission in writing of the publishers. 12 Ladders to World Class Performance This page is intentionally blank The 12 Ladders to World Class Performance How You Can Compete With The Best in The World David Drennan and Steuart Pennington First published 1999 Apart from any fair dealing for the purposes of research or private study, or criticism or review, as permitted under the Copyright, Designs and Patents Act 1988, this publication may only be reproduced, stored or transmitted, in any form or by any means, with the prior permission in writing of the publishers, or in the case of reprographic reproduction in accordance with the terms and licences issued by the CLA. Enquiries concerning reproduction outside these terms should be sent to the publishers at the undermentioned addresses: Kogan Page Limited Kogan Page Limited 120 Pentonville Road 163 Central Avenue, Suite 4 London Dover N1 9JN NH 03820 UK USA © David Drennan and Steuart Pennington, 1999 The right of David Drennan and Steuart Pennington to be identified as the authors of this work has been asserted by them in accordance with the Copyright, Designs and Patents Act 1988. British Library Cataloguing in Publication Data A CIP record for this book is available from the British Library. ISBN 0 7494 3000 1 Typeset by Saxon Graphics Ltd, Derby Printed and bound in Great Britain by Biddles Ltd, Guildford and King’s Lynn Contents Preface ix Introduction 1 Ladder 1 Aligning Management Objectives 11 Level 1 12 Level 2 13 Level 3 15 Level 4 16 Level 5 17 Ideas and techniques you can use 18 Ladder 2 Customer Focus 28 Level 1 29 Level 2 30 Level 3 37 Level 4 43 Level 5 45 Ideas and techniques you can use 47 Ladder 3 Organizing the Workplace 54 Introduction 55 Level 1 55 Level 2 56 Level 3 58 Level 4 61 Level 5 64 Ideas and techniques you can use 65 Organizing in the office 66 Conclusion 76 Ladder 4 Visible Measurement Systems 77 Introduction 78 A comment on measurement 78 Definition of visible measurement systems 78 Level 1 79 Level 2 81 Level 3 83 Level 4 85 Level 5 88 Ideas and techniques you can use 89 Conclusion 97 Ladder 5 Managing for Quality 98 Level 1 99 Level 2 102 Level 3 106 Level 4 111 Level 5 115 Ideas and techniques you can use 117 Conclusion 123 Ladder 6 Eliminating Waste 124 Introduction 125 Level 1 126 Level 2 127 Level 3 131 Level 4 133 Level 5 135 Ideas and techniques you can use 137 Ladder 7 Best Operating Practices and Continuous Improvement 143 Introduction 144 Level 1 144 Level 2 146 Level 3 149 Level 4 151 Level 5 153 Ideas and techniques you can use 154 Ladder 8 Teamwork 165 Level 1 166 Level 2 167 Level 3 171 Level 4 175 Level 5 181 Ideas and techniques you can use 182 Examples of project team briefs 186 VI CONTENTS Ladder 9 Staff Empowerment and Involvement 187 Level 1 188 Level 2 189 Level 3 192 Level 4 195 Level 5 198 Ideas and techniques you can use 201 Conclusion 205 Ladder 10 Rewards and Recognition 207 Level 1 208 Level 2 210 Level 3 212 Level 4 222 Level 5 223 Ideas and techniques you can use 224 Ladder 11 Purposeful Communication 231 Level 1 232 Level 2 233 Level 3 237 Level 4 241 Level 5 243 Ideas you can use 246 Ladder 12 Continuous Learning 253 Level 1 254 Level 2 255 Level 3 260 Level 4 262 Level 5 264 Ideas and techniques you can use 265 References 274 Index 275 World Class Audit 280 CONTENTS VII This page is intentionally blank Preface This is a practical book. It is meant for managers and companies who want to know what ‘world class’ actually means in practical terms, and to find out just what you have to do to get there . . . and stay there. The book does not debunk everything you’ve been doing hitherto, and urge you to adopt some wonderful new concept that by itself will completely revolutionize your business. On the contrary, it looks at companies who are already world class in their field, and examines what practical things they did to get there. And the point is: if they did it, so can YOU. That doesn’t say it’s easy. It isn’t. It takes know-how, hard work and dedi- cation. The know-how is here. You just need to supply the hard work and dedication. Looking at the lifeskills of world class companies, the book will help you understand not only where your business is now, but the steps you need to take on the journey to becoming world class. Note on gender use We have generally used the term ‘he’ throughout the publication for ease of reading. However, this does not reflect a gender specific reference, but should be read as referring to people of both sexes.