Professional Documents
Culture Documents
SUPPLY ADMINISTRATION
CUSTOMER
OPERATIONS
RELATIONS
PRODUCT &
SERVICE
DEVELOPMENT
Stabilize Processes
Rely on Facts & Data
Standardize Processes
Insist on Direct Observation
Focus on Process
Embrace Scientific Thinking
Continuous Process Focus on Value Stream
Keep it Simple & Visual
Flow & Pull Value Improvement Identify & Eliminate Waste
Assure Quality at the Source No Defects Passed Forward
Seek Perfection Integrate Improvement with Work
The mission of The Shingo Prize for Operational Excellence is to create excellence
in organizations through the application of universally accepted principles
of operational excellence, alignment of management systems and the wise
application of improvement techniques across the entire organizational enterprise.
We do this by teaching correct principles and new paradigms that accelerate the
flow of value, align and empower people and transform organizational culture.
Vision
Our vision is to be the global standard of excellence in every industry; because
The Shingo Prize roots are in organizational recognition, we have learned three
very important principles:
3. For any organization to be successful, they must be able to see the truth about
where they are in the development of a high-performing, principle-based culture.
2
understand more deeply the why behind 5. The tools of lean, TQM, JIT, Six Sigma,
the how and the what, they become etc. are enablers and should be strategically
empowered to innovate and take individual and cautiously inserted into appropriate
initiative. As more and more people within systems to better drive ideal behavior and
a single organization begin to act excellent results.
independently based on their understanding
and commitment to the principles, culture All Shingo recognition is based on the
begins to shift. degree to which these paradigms are
broadly understood and deeply embedded
This fundamental truth is the basis for The into the behavioral fabric of an organization,
Shingo Prize and the Shingo model. top-to-bottom and side-to-side.
Building on the work of Dr. Shingo, the The Shingo Standard: A Story
The Shingo standard is, by design, the most
mission of The Shingo Prize is to assist
rigorous in the world. We believe Dr. Shingo
organizations of all kinds to create lasting
would only want to associate his name with
cultures of operational excellence. We
the very best. Applicants for recognition are
achieve our mission by focusing our efforts
held to an identical standard no matter
on timeless and universal principles.
where they are located in the world.
4
International Conference & Awards rewarded with a culture that unleashes
Ceremony and Gala. Recipients may come potential and achieves extraordinary results.
from any industry and any part of the world.
While many warned us that the standard I am sincerely looking forward to our
was too high and, consequently, no association one with another and anticipate
organization would apply, we have found taking this journey to excellence together!
the opposite to be the case.
I recommend a thoughtful reading of this
Every year we have more and more primer. Mark it up, make notes and then
applications for assessment and recognition. discuss it with your colleagues. I am certain
While the number of recipients of The that you will gain many new insights that will
Shingo Prize has been reduced dramatically, help you to refine your target and accelerate
we now recognize 10-20 companies each your upward trajectory.
year for their progress toward building this
highly coveted culture with either a Shingo Sincerely,
Bronze or a Shingo Silver Medallion.
Dimension One
16
Cultural Enablers
Dimension Two
21
Continuous Process Improvement
Dimension Three
30
Enterprise Alignment
Dimension Four
36
Results
40 Scope of Transformation
44 Summary
46 Contact
The Shingo Model
8
more of the principles that govern the unintended negative consequences rarely
universe. They do not invent them; they resulting in lasting improvement. Quality
only discover their existence and seek to Circles, Just-in-Time, Total Quality Man-
do good by taking purposeful action based agement, Business Process Re-engineer-
on knowledge of the guiding principle. ing, Six Sigma and, most recently, Lean
Principles govern the laws of science; they are a few illustrations of well-intentioned
determine the consequences of human initiatives that have far under-delivered on
relationships; and ultimately, principles their promised benefits. Our study of these
influence the successful outcome of every programs over the last 25 years has led
business endeavor. us to believe that the problem has nothing
to do with the concepts and everything to
Principles Predict Performance do with the programmatic, tool-oriented
One of the most powerful aspects of prin- deployment of them.
ciples is their ability to predict outcomes.
Principles govern the outcome or con-
The Shingo model is based on a system-
sequence of the behavioral choices we
atic study of each of these improvement
each make. The closer our actual behavior
initiatives. Our approach bi-passes the
aligns with the ideal behavior that is linked
tools that each program has engendered
to the principle, the greater the likelihood
and focuses rather on the underlying/guid-
the outcomes of our behavior can be pre-
ing principles and supporting key concepts
dicted. This is profound given that very few
behind them. We recognize the necessity
things in any business can be predicted
of good improvement tools but focus on
with a high degree of certainty. A culture
them only within the context of enabling
where every employee understands and
is committed to principle-based behavior a system to better drive ideal, principle-
will be a culture with a very high likelihood based behaviors. The Shingo “house”
of achieving predictably excellent results. provides a summary and categorization
Similarly, a corporation not well grounded of this collection of guiding principles and
in principles will result in a wide variety of supporting concepts.
personal interpretations of how to apply
their values in work situations. When taken in their totality, these timeless
principles become the basis for building a
Why Operational Excellence? lasting culture of excellence in the execu-
For decades we have watched, and all tion of one’s mission statement. We call
too often experienced, the disappoint- this relationship between business results
ing efforts of programmatic improvement and principle-based behavior, “operational
initiatives, leaving in their wake a trail of excellence.”
10
Measure what Matters
Align Behaviors with Performance
Create Value for the Customer Results Identify Cause & Effect Relationships
SUPPLY ADMINISTRATION
CUSTOMER
OPERATIONS
RELATIONS
PRODUCT &
SERVICE
DEVELOPMENT
Stabilize Processes
Rely on Facts & Data
Standardize Processes
Insist on Direct Observation
Focus on Process
Embrace Scientific Thinking
Continuous Process Focus on Value Stream
Keep it Simple & Visual
Flow & Pull Value Improvement Identify & Eliminate Waste
Assure Quality at the Source No Defects Passed Forward
Seek Perfection Integrate Improvement with Work
For organizations to be successful over the long term, leaders must deeply and
personally understand the principles that govern their success. Furthermore,
they must ensure the behaviors of every person who contributes to the business
are in harmony with these principles. In short, the organizational culture they
build must be grounded in correct principles.
12
INDIVIDUAL FOCUS
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AF
IG
ORGANIZATIONAL FOCUS
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DR
IV
DR
IV
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RESULTS Culture
(Behavioral Evidence)
SYSTEMS
E
BL
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A
FI
EN
NE
CT
AC
LE
SE
HI
EV
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TOOLS
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iz
Pr
go
in
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better enable the systems to accomplish tually and then what they mean person-
the purpose for which they were created. ally. It is impossible for a leader to lead
the development of a principle-based
Learning and Teaching the Principles culture until he or she has gone through
The first step a leader must take in lead- the deep personal reflection required to
ing cultural transformation is a personal begin a cultural transformation. This is
journey to understand what each of no trivial task. For many and perhaps
these guiding principles mean concep- most, fully embracing these principles
14
with different values will readily be able to strategically influence people’s behavior
define ideal behavior for themselves and, toward the ideal.
over time, behaviors become consistent
even in a diverse environment. The Enabling Role
of Improvement Tools
When leaders precisely define the A tool is nothing more than a point solution
detailed and expected behaviors for or a specific means to a specific end. Dr.
everyone else, resentment builds. It Shingo referred to tools as techniques
conveys mistrust and makes people for problem-solving, necessary but not
feel incompetent.
sufficient. He taught that tools should be
selected to enable a system to perform
Aligning the Systems with
its intended purpose. In many ways, a
Principles
system may be thought of as a collection
All work in organizations is the outcome
of a system. Systems must be designed of tools working together to accomplish
to produce a specific end goal, otherwise an intended outcome. A successful
they evolve on their own. Systems drive enterprise is usually made up of complex
the behavior of people or rather they business systems that can be further
create the conditions that cause people divided into layers of sub-systems, each
to behave in a certain way. One of the having embedded in them the necessary
outcomes of poorly designed systems is tools to enable the successful outcome
enormous variation in behavior or even of the system.
consistently bad behavior. Variation in
behavior leads to variation in results. Powerful organizations are made up of pow-
erful people who understand the principles
Operational excellence requires ideal
that govern their successful contribution.
behavior that translates into consistent
and ideal results. Perhaps the largest mistake made by
Dr. Shingo also taught that the primary role corporations over the last three or four
of managers must shift from firefighting to decades has been the inappropriate
designing, aligning and improving systems. focus on a specific tool-set as the basis
arning Objectives:
D 1 : Cultural Enablers
Cultural enablers make it possible for become something that is deeply felt for
people within the organization to engage and by every person in the organization.
in the transformation journey, progress
in their understanding and, ultimately, Respect for every individual naturally in-
build a culture of operational excellence. cludes respect for customers, for sup-
pliers, for the community and for soci-
Operational excellence cannot be ety in general. Individuals are energized
achieved through top-down directives when this type of respect is demon-
or piecemeal implementation of tools. strated. Most associates will say that
It requires a widespread commitment
to be respected is the most important
throughout the organization to execute
thing they want from their employment.
according to the principles of operational
When people feel respected, they give
excellence. A culture must be developed
far more than their hands; they give their
where every person in the organization
minds and hearts.
demonstrates a high level of respect for
every other person. Developing a culture
Respect for every individual becomes a
of mutual respect and humility takes a
powerful “why” for many of the values es-
consistent commitment over a sustained
poused by great organizations. For ex-
period of time.
ample, simply stating important values
Principle – Respect Every Individual such as safety first, empowerment
Respect is a principle that enables the or open communication often fails to
development of people and creates an create uniform ideal behaviors through-
environment for empowered associ- out the enterprise. This is because these
ates to improve the processes that they values are “whats” that fail to answer for
“own.” This principle is stated in the people the question of “why.” The princi-
context of “every individual” rather than ple “Respect Every Individual” answers
“for people” as a group. Respect must the question of “why.”
18
Lead with Humility
Because I lead with humility (the principle); therefore, I am open to good
ideas and innovation from anywhere in the organization (the value). Because I
lead with humility (the principle); therefore, I accept responsibility and enable
change (the value). Because I possess humility (the principle); therefore, I seek,
trust and follow the direction of those with a responsibility to lead (the value).
level of the organization is able to contin- principles is much easier than manag-
uously innovate and improve. Elimination ing the work of those who are only doing
of barriers to that innovation becomes what they are told. Empowered employ-
the responsibility of management. ees who understand relevant principles
are far more likely to make good deci-
Fundamental to the Shingo model is the sions about the direction and appropri-
concept of teaching people the key prin- ateness of their ideas for improvement.
ciples (the “why”) behind everything they
do. When people understand why, they Similarly, when employees have a clear
become empowered to take personal sense of direction and strategy and have
initiative. Managing a team of people a real-time measure of contribution, they
who share a deep understanding and become a powerful force for propelling
commitment to the key concepts and the organization forward.
The table on the following page will provide examples of ideal behavior for leaders, managers and associates.
The list is intended to provide examples of ideal behavior that flow from two guiding principles and should not in
any way be considered as an exhaustive list.
Leaders All leaders routinely spend time at the actual work locations where the
actual work is performed.
Leaders continuously seek the input of others, listen to their input and
adapt their actions based on what they learn.
Leaders in all areas demonstrate a willingness to learn and publicly ac-
knowledge important insights they have gained.
Leaders take responsibilitiy for applying principles of operational excel-
lence in their own lives and ensure these principles become the founda-
tion of organizational culture.
Leaders engage people at all levels in defining ideal, principle-based
behaviors and support managers in the alignment of all business and
management systems.
Leaders develop systems to ensure they remain publicly accountable for
their own principle-based behavior seeking feedback from all levels and
across the entire enterprise.
Leaders ensure products and services do not have an unintended nega-
tive impact on the sustainability of communities and the planet.
Managers All managers constantly work with others to better align systems with
ideal behaviors as defined by the guiding principles.
Managers act as coaches and mentors to others in the execution of
principle-based systems and are constantly receiving personal and orga-
nizational feedback for improvement.
All managers are visible in the work space and demonstrate an open-
ness to listen and learn from others.
Managers across the enterprise ensure associates have the information
they need to be successful in their work and push decisions out and
down to the appropriate levels.
Managers create a safe and productive work environment, keeping the
safety of all associates as the highest of all priorities.
Managers regularly review the skills and competencies required of all as-
sociates and work with each one to provide appropriate opportunities for
associates to gain new insight.
Managers ensure appropriate systems are in place to protect the environ-
ment and support for the communities where they are located.
20
Dimension Two
22
“Simplicity is the ultimate
sophistication.” Leonardo Da Vinci
from mistakes can become a power- Principle – Flow and Pull Value
ful element of continuous improvement. Flow thinking is the focus on shortening
lead-time from the beginning of the value
Principle – stream to the end of the value stream
and on removing all barriers (waste) that
Embrace Scientific Thinking
impede the creation of value and its de-
A focus on process lends itself to scien-
livery to the customer. Flow is the best
tific thinking, a natural method for learn-
driver to make processes faster, easier,
ing and the most effective approach
cheaper and better. Other potential driv-
to improvement. All associates can be ers such as unit cost or process variabil-
trained to use scientific thinking to im- ity are too narrowly focused, distorting
prove the processes with which they priorities and delivering suboptimal re-
work, creating a culture that provides sults. A cost focus is particularly danger-
common understanding, approach and ous when it creates perverse incentives
language regarding improvement. Sci- and budget manipulations incidental to
entific thinking is also results-based, actual improvement.
placing a premium on defining and com-
Pull is the concept of matching the rate
municating desired outcomes through-
of production to the level of demand,
out the organization.
the goal in any environment. Yet pull
is not feasible or cost-effective without
There are a variety of models for sci- the flexibility and short lead times that
entific thinking, such as PDCA (plan, result from flow.
do, check and adjust), the QI Story, A3
thinking and DMAIC (define, measure, Flow and pull create enormous
analyze, improve and control). positive benefits in all aspects in any
24
Supporting Concept dardization is in place, the work itself
Stabilize Processes serves as the management control
mechanism. Supervisors are freed up for
Stability in processes is the bedrock other tasks, when they are not “required”
foundation of any improvement system, to monitor and control the work process.
creating consistency and repeatability.
Stability is a prerequisite for improve- Supporting Concept
ment providing a basis for problem Insist on Direct Observation
identification and continuous improve-
ment. Almost all of the continuous im- Direct observation is a supporting princi-
provement principles rely on stability. ple tied to scientific thinking. It is in fact
the first step of the scientific method.
Stability is the precursor to achieving Direct observation is necessary to truly
flow. Many of the rationalizations for understand the process or phenome-
waste are based on the instability of pro- non being studied. All too frequently,
cesses, as if they are beyond our control. perceptions, past experience, instincts
Instead, we should apply the basic tools and inaccurate standards are miscon-
available to reduce or eliminate instabil- strued as reality. Through direct obser-
ity and create processes that enable the vation, reality can be seen, confirmed
identification and elimination of waste. and established as the consensus.
26
standards are clearly defined, every that will enhance the value (or eliminate
person should know what good is. Lead- the waste) and thus pursue perfection.
ers and managers should role model Each person in an organization per-
then create the conditions for associ- forms daily work. When improvement
ates to develop the mindset of personal is integrated with work, each person
integrity; meaning, that no one would accepts responsibility for improvement
ever knowingly or willingly forward the of the daily work processes. Executives
outcome of their value contribution to are responsible for improving strategy
someone else if it contained the slight- setting processes or perhaps resource
est variation from the standard. alignment processes. They are primar-
ily responsible to deploy mission-critical
This supporting concept feeds the mind- strategy and metrics down into the orga-
set and tools of continuous improvement nization such that every person not only
and creates the conditions for seeking has a clear line of sight to what matters
perfection. It is possible to achieve per- the most but are also motivated by the
fection in the application of this concept. mission in a way that creates a compel-
ling case for improvement.
Supporting Concept
Supporting Concept – Managers are responsible for improving
Integrate Improvement with Work
Integrate Improvement with Work quality systems, or performance devel-
As the migration toward a principle- opment systems or value stream flow.
based culture occurs, the activities and Line workers are responsible for improv-
approaches for continuous improvement ing their cycle times, or quality of work
become a part of the everyday work of or yields. Integrating improvement with
every employee in an organization. Asso- work is more than assigning responsi-
ciates become “scientists” who continu- bility. It entails the creation of standard-
ally assess the current state of their pro- ized work that defines systems for im-
cesses and pursue a better future state provement.
The following table provides examples of ideal behavior for leaders, managers and associates. The list is intended
to provide examples of ideal behavior that flow from this single guiding principle and should not in any way be
considered as an exhaustive list.
28
Leaders consistently ask for and expect to see the application
of appropriate tools to understand root cause prior to imple-
menting countermeasures.
Leaders expect and support the role of managers in designing
and constantly improving systems at the business, manage-
ment, improvement and work levels as the first course of
action when results are less than expected.
Every leader understands and balances the organizational
focus on both behaviors and results, holding themselves and
others accountable for both.
Managers in all areas devote a assignificant amount of their
Managers time (up to 80 percent) ensuring the management systems of
the organization are perfectly aligned to drive ideal principle-
based behavior.
30
D3: Enterprise Alignment
One of the most significant failures of when business strategies are aligned
modern management is its focus on with correct principles.
strategy and planning without consid-
ering execution. To succeed, organiza- The sum of individual efforts rarely even
tions must develop management sys- approximates the effective alignment
of the pieces into a single integrated
tems that align work and behaviors with
whole. Creating value for customers is
principles and direction in ways that are
ultimately accomplished through the ef-
simple, comprehensible, actionable and
fective alignment of every value stream
standardized. We call this “Principle-
in an organization.
based Strategy Deployment.” Individ-
ual leaders cannot develop individual Principle –
approaches to management without in- Create Constancy of Purpose
troducing massive waste into an orga- Almost every aspect of any organiza-
nization. tion is always in a constant state of
change. Customers change, custom-
Strategy deployment requires a man- er’s expectations change, competitors
agement system built around scientific change, markets change, technology
thinking, with more emphasis on cycles changes, leadership and management
changes, processes change, products
of learning than on perfect plans. It is es-
change, strategies change, even values
sential to establish effective communica-
or the implied meaning of those values
tion, a process for gaining consensus,
change. Even knowing this, the first of
clear accountability and systems where
W. Edwards Deming’s “14 Points” is to
execution and countermeasures are create constancy of purpose. How is
planned and tracked, whether through this possible?
PDCA or a similar methodology. In es-
sence, operational excellence is the defi- Purpose, at the highest level answers the
nition of successful strategy deployment question: “Why does this organization
32
from thinking purely analytically to think- A recently retired US senator wrote that
ing systemically. having travelled on numerous trips with
other political and military leaders to
As managers move into systemic think- areas of serious world conflict, his great-
ing, the full value of operational excel- est disappointment was that virtually all
lence is realized across the organiza- of their assessments of progress were
tion, the enterprise and ultimately the greatly distorted from the actual data
entire value chain. As associates adopt they observed.
systemic thinking practices, they gain
the necessary perspective to safely ini- Further, most organizations unintention-
tiate improvement projects on their own. ally build cultures that prevent the free
Ultimately, this understanding is what flow of information that communicates
allows improvement effort to transition an honest picture of reality. Max De Pree
from being solely top-down to more of said, “The first responsibility of a leader is
a grassroots effort. to define reality.” A leader must establish
systems that make organizational per-
Supporting Concept formance and associate behavior trans-
Supporting Concept –
See Reality parent to all.
See Reality
This is a very important concept. Most No leader can effectively lead without
managers and leaders consider them- having a firm grasp of the current busi-
selves quite capable of seeing the world ness realities.
around them and assessing the current
situational realities. However, Dr. Shingo Supporting Concept
teaches that people can have blind spots Supporting Concept
Focus – Term
on Long
created by long-held paradigms, expe- Focus on Long-term
rience, history, expectations, etc. Thus Jeffrey Liker highlights the principle
the practice of “go and see” was devel- of long-term focus, which provides a
oped based on the principle that reality foundation of stability in the executive
needs to be perceived and understood suite that can be achieved in no other
based upon the five senses. way. When an organization creates a
long-term focus, it is more likely that
Most organizations create barriers that decisions will in fact pursue safety,
make it very difficult for people to see quality, delivery and cost rather than just
and tell the truth about what they see. monthly or quarterly financial targets or
34
The following table provides examples of ideal behavior for leaders, managers and associates. The list is intended
to provide examples of ideal behavior that flow from these two guiding principles and should not in any way be
considered as an exhaustive list.
Leaders All leaders share a common, clear and compelling vision of the
future and talk about it in a consistent way everywhere they
go.
Leaders create and consistently execute a system of “catch
ball” to present ideas on strategy down and across the organi-
zation, receive feedback and build organizational consensus.
Leaders establish a simple system of metrics and account-
ability that aligns and prioritizes the work, decision making and
improvement efforts of the organization.
36
D4: Results
Supporting Concept
Supporting Concept
Identify Cause – Relationships
and Effect
Identify Cause & Effect Relationships
When we want to make a car go faster,
we simply press more on the gas pedal.
The following table provides examples of ideal behavior for leaders, managers and associates. The list is intended
to provide examples of ideal behavior that flow from this single guiding principle and should not in any way be
38
Examples of Ideal Principle-based Behavior
Managers All managers implement systems that place value creation and
waste elimination at the heart of management and improve-
ment efforts.
Managers routinely discuss with associates the relationship
between actual results and the systems and principles that are
creating them.
Managers make sure that established metrics are aligned
upward and side-to-side and are understood and committed
to by the people who affect them, so people can see instantly
where they are relative to the targets and they know how to
move the dial.
40
Scope of Transformation
Business & Management Systems
The principles of operational excel- Product or Service Development
lence must be applied across all the
business and management systems. • Market segmentation and selection
The pie in the center of the house repre-
sents the scope of transformation within • Research
an organization, including all basic cus-
• Development of products or services,
tomer-facing business systems and all
processes and prototypes
management support systems. The
systems associated with each of five • New product or service launch
typical business areas could include:
• Operations
• Warranty Supply
42
Summary
Operational excellence is the vision that compete with anyone in the world. Some
many organizations have established to use the Shingo model for all of the above.
drive improvement. Programs, names,
tools, projects and personalities are The real Shingo Prize, however, is
insufficient to create lasting change. Real the business results that come from
change is only possible when timeless the relentless pursuit of a standard of
principles of operational excellence are excellence that is, without question,
understood and deeply embedded the most rigorous in the world. Those
into culture. The focus of leaders must who use the Shingo model will embark
change to become more oriented toward on a journey that will accelerate the
driving principles and culture while the transformation of their organization into
manager’s focus becomes more on powerful, dynamic, nimble competitors.
designing and aligning systems to drive
ideal principle-based behavior. No obstacle – affordable healthcare,
efficient transportation, emerging
The ultimate mission of The Shingo Prize global environmental concerns – will be
for Operational Excellence is to assist beyond the reach of those who embrace
organizations of all kinds in building principles of operational excellence.
operational excellence. The Shingo Leaders must make certain that every
model may be used as a benchmark person deeply understand the principles
for what excellence at the highest level that govern the consequence of their
should look like. It may be used to align behaviors.
all elements of an organization around a
common set of guiding principles and a Principles of operational excellence
proven methodology for transformation. are the only foundation on which
Some use the Shingo model as the organizational culture can be built with
basis for organizational assessment confidence that it will stand the test of
and improvement planning. A few use time. Cultures built on principles and
the Shingo model as a way to recognize eliminate much of the normal variation
their associates for excellent work, and of business and, to a large extent,
others use it to demonstrate to current become more predictable in their ability
and prospective customers that they can to execute on business strategy.
44
THE SHINGO PRIZE
for OPERATIONAL EXCELLENCE TM
The Mission of The Shingo Prize is to create excellence in organizations through the
application of universally accepted principles of operational excellence, alignment of
management systems and the wise application of improvement techniques across
the entire organizational enterprise. We do this by teaching correct principles and
new paradigms that accelerate the flow of value, align and empower people, and
transform organizational culture.
http://www.shingoprize.org/
46
Acknowledgements
We wish to thank various people at The Shingo Prize for Operational Excellence
and the Jon M. Huntsman School of Business who made up the team that
provided scholarly work, ideas that significantly enhanced the clarity of the model
and guidelines, and the content editing. Those most closely involved with the
project include: Robert Miller, Jacob Raymer, Randall Cook, and Shaun Barker. A
special thanks to Brian Atwater for his contribution regarding systemic thinking,
especially the idea to create a systematic process model. We would also like to
thank the members of our Board of Governors who provided practical insights
and critical feedback through the years as the Shingo model evolved. Finally,
each time we teach a course we receive valued input and ideas from our Shingo
affiliates, whose expertise and friendship we truly value.
48
INDIVIDUAL FOCUS
AL
AF
IG
ORGANIZATIONAL FOCUS
N
VE
DR
I
DR
IV
E
RESULTS Culture
(Behavioral Evidence)
SYSTEMS
LE
RE
B
NA
FI
E
NE
T
EC
AC
L
SE
HI
EV
E
TOOLS
e
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Pr
go
in
Sh
e
Th
™
THE SHINGO PRIZE
for OPERATIONAL EXCELLENCE TM