James William Martin

    Business Transformation Professional, Author and Educator

    Writing hand (ca. 1891–1941) drawing

    “Either write something worth reading or do something worth writing.”
    –Benjamin Franklin

    Rapid process change

    Lean Six Sigma for the Office provides a practical reference to conduct Kaizen events in service systems

    This 2nd edition provides insight into the new Business Process Transformation tools and methods professionals need to improve customer experience and quality. Several new topics were added to this 2nd edition:

    • The “voice of” customers, suppliers, employees, and partners
    • Design Thinking
    • Information Technology Ecosystems
    • Metadata Definition and Lineage
    • Information Quality Governance
    • Big Data
    • Mapping High Volume Transactions through Virtual Systems
    • Robotic Process Automation
    • Data Privacy (General Data Protection Regulation)

    Operational Excellence for better customer experience

    Operational Excellence Breakthrough Strategies for Improving Customer Experience and Productivity to provide leading -edge tools and methods for raid process improvement

    Operational Excellence, Second Edition – Breakthrough Strategies for Improving Customer Experience and Productivity brings together new tools, methods, and concepts to improve processes. New topics include Design Thinking, the “voice-of”, Information Technology Ecosystems, Big Data, and Robotic Process Automation (RPA). Key topics from the first edition remain. Some of these include Lean and Six Sigma methods, productivity analysis, and operational reviews.

    Improving global supply chains

    Lean Six Sigma for Supply Chain Management provides tools and methods to improve productivity, quality and reduce costs.

    Fully revised to cover recent dramatic developments in supply chain methods, this useful guide brings together the Six Sigma and Lean tools and methods needed to remove supply chain issues and increase profitability. This updated 2nd edition offers new coverage of end-to-end enterprise-level Kaizen events, big data analytics, customer loyalty metrics, sustainability, and design for excellence.

    Reducing process risk

    Unexpected Consequences Why the Things We Trust Fail describes interrelationships between more than 40 recent catastrophic events are explored, discussing failures of structures and machines, information technology, regulatory agencies, security designs, and more:

    This book describes some of the attitudes and behavior of individuals and groups from a social-psychological perspective. It analyzes twenty-five recent catastrophic examples of product and service failures. The case studies include well-known incidents that occurred in construction, aviation, information technology, health care, security, and other industries.

    Agile project management in Lean systems

    Measuring and Improving Performance Information Technology Applications in Lean Systems describes methods that increase the productivity of information system deployment in service and manufacturing organizations.

    Measuring and Improving Performance: Information Technology Applications in Lean Systems shows how Lean Systems benefit from IT deployments. It uses concepts from queuing theory, psychology, group dynamics, and workflow design as well as requirements translation to create useful process designs.