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Journal of the Institute of Management Services AchievingAchieevivingn eexcellencexccele lelencn e throughthhroouggh peoplepep opple andandd productivityprooduuctctiviviitty MManagement anagement Services Heading in the right direction Making lean count Winter 2011 Volume 55 Number 4 ISSN: 0 307 6768 CONTACTS Winter 2011 Volume 55 No 4 ISSN 0 307 6768 Management Services 27 Castle Street, Canterbury, Kent CT1 2PX Editorial Telephone +44 (0)1795 542429 The Institute of Management Services is the primary body in the UK Facsimile +44 (0)1795 535469 concerned with the promotion, practice and development of the range Email [email protected] Editorial deadline for the Spring 2012 issue is 3 February of methodologies and techniques for the improvement of productivity Publication date is 8 March and quality, known collectively as ‘Management Services’. This embraces the disciplines of industrial engineering, work study, organisation and Advertising methods, systems analysis, and a wide range of management information Rob Aspin and control techniques as illustrated in our Body of Knowledge. Telephone +44 (0)1795 542413 Fax +44 (0)1795 535469 The Institute acts as the qualifying body for the Management Services Email [email protected] profession in the UK, focusing developments in practice and knowledge Media Committee and acting as a forum for information exchange. This in turn enables our David Blanchfl ower, Julian Cutler, Mel Armstrong members who work under a variety of job titles across the whole of the UK economy, to make a more effective contribution to the well-being of Editor their own organisation and to the nation’s economy as a whole. Anne-Marie Jordan In addition to creating and upholding professional standards for the Designer Kate Hayward practice of management services through the adoption of a code of ethics and the provision of a system of qualifying examinations, the Institute Published by of Management Services collaborates with national and international The Deeson Group Ltd on behalf of professional bodies in similar fi elds. The Institute of Management Services The Institute is a member of, or represented on, a number of other Printed by bodies including the World Confederation of Productivity Science, the Bishops Printers European Federation of Productivity Services, and the European Institute of Industrial Engineers. Institute of Management Services Brooke House 24 Dam Street Lichfi eld Staffs WS13 6AA Telephone: +44 (0)1543 266909 Fax: +44 (0)1543 257848 Email: [email protected] The Deeson Group employ a positive paper recycling policy, soft IMS website: www.ims-productivity.com proofi ng system and, where possible, uses paper manufactured from woodpulp sourced from sustainable forests and Elemental Chlorine Free pulp bleached papers. © Copyright The Institute of Management Services 2011 Unless otherwise indicated, views expressed are those of the editorial staff, contributors and correspondents. They are not Notice to Advertisers necessarily the views of the Institute of Management Services, It is a condition of acceptance of advertisement orders that the publishers, Deeson Group Ltd, does not guarantee the insertion of a particular advertisement on a specifi ed date, or at all, although its offi cers, or Council of Management. The publication of an every effort will be made to meet the wishes of advertisers; further the company does not accept advertisement or editorial does not imply that a product or liability for any loss or damage caused by any error or inaccuracy in the printing or non-appearance service is recommended or endorsed by the Institute. Material of any advertisement, or if we decide to edit or delete any objectionable wording, or reject any may only be reproduced in any form by prior arrangement and advertisement. Although every advertisement is carefully checked, occasionally mistakes do occur. with due acknowledgement to Management Services. We therefore ask advertisers to assist us by checking their advertisements carefully and advise us by the deadline given should an error occur. We regret that we cannot accept responsibility for more than ONE INCORRECT insertion and that no republication or discount will be granted in the case of typographical or minor changes that do not affect the value of the advertisement. Write for your journal If you want to try your hand at writing a feature for Management Services, please submit an abstract (around 200 words) explaining what your feature is about, with intended word count. (Features should be between 1000 and 2500 words, although exceptions can be made.) Send your abstract to Anne-Marie Jordan, Editor, Management Services, 27 Castle Street, Canterbury, Kent, CT1 2PX or email [email protected]. We also want your news and points of view about what appears in this journal. Something you disagree with? Tell us about it. CONTENTS In this issue of Management Services… Cover Story Initiated as a project in 2007, implementing lean at the Department for Work and Pensions (DWP) has reaped substantial dividends, with a huge return on investment of 365% and a change in work culture across the Department. With the entire civil service currently undergoing transformation, DWP has paved the way for the rest of government in taking lean forward and making it real. See page 8. Institute and Improving healthcare quality Is lean a waning fad? 34 Regional News 04 and service 16 John Seddon investigates why disappointment and Chairman’s report and note, regional events and Spotlight on the NHS’ The Productive Ward disillusionment are prevalent among practitioners updates Programme LSS saving lives in warzones 37 In the footsteps of The King’s How LSS increases forensic DNA effi ciency 20 Explores how LSS has increased production of mine- Speech 06 resistant ambush protected vehicles North West Region visit the Queen Street Mill Textile Louisiana State Police’s innovative approach to Museum cutting crime rates SMART objectives 40 Second part of Dr Chamberlin’s spotlight on SMART Energy assessment 07 Measuring well-being in goals and outcomes Harry Hogg reports on his three-hour lecture society 26 Dr John McManus and Dr David Floyd examine Executive coaching 44 Age concerns 10 what represents well-being in the 21st century Philip Atkinson focuses upon the long term, positive The Equality Act in the workplace benefi ts that coaching can bring to companies Leadership lessons in lean Lean and the HMRC 13 construction 30 Profi le of new Chairman 47 Bob Emiliani discusses HMRC’s failure to effectively The story of how lean principles transformed the Meet Dr Andrew Muir, your new Chairman, plus implement lean management into its processes fortunes of a failing fi rm general news 10 26 34 Management Services 4 Winter 2011 News Chairman’s Column hope to build. So if I may, on overseas. To this end, Council place to improve and enhance your behalf, thank David for has established a small the Institute’s website. These all his sterling work during his assessment panel, consisting developments will continue in tenure as Chairman. of three senior members order to ensure that the site David has not gone away, of Council, to evaluate and remains relevant and up-to- though: he will remain a approve new providers. date. member of Council as Treasurer Thus far, the panel has Social networking sites and, along with the other six recommended the approval are also being explored members of Council, will form of four new overseas to identify potential a strong team on which I shall providers: two consultancy opportunities for promoting place considerable reliance. firms in Zimbabwe, one the Institute and its values. Indeed, I believe that in order in Harare, the other in The journal is, of course, to achieve maximum success, Balawayo; one consultancy accessible via the website, teamwork – and the synergy firm in Lagos, Nigeria; and but is also distributed in hard to be derived from everyone a fourth consultancy firm in copy. Widely recognised as pulling in the one direction – Sitra, Bahrain. the informative professional This is my fi rst Chairman’s will be essential for taking the It is interesting to note publication on productivity Column after being elected Institute forward. that the consultancy fi rm in in the UK, its editorial panel to the position following the Most of you will be Bahrain, whose chief executive has a remit to ensure that it AGM held on 21 October. It is aware that, in my capacity is a Fellow of the Institute, remains so. both an honour and privilege as Deputy Chairman, I was also wishes to establish a While responsibility for for me to represent you as responsible for chairing the branch in that country. formulating the Institute’s your Chairman and I shall group that reviewed the The second initiative is in strategy traditionally falls endeavour to promote the Institute’s strategy. Initially, relation to the retail and to the Deputy Chairman, it Institute and its values, as I fi ve strategy streams were service sectors. These sectors is my intention as Chairman have done during my 40-plus identifi ed which have now have been identifi ed as to ensure our strategic signifi cant growth areas in aims remain dynamic and the economy and, in order fl exible so we can exploit ... It is my intention as Chairman to to strengthen the Institute’s the opportunities that will involvement, Council has undoubtedly arise in the future. ensure our strategic aims remain approved the setting up of In conclusion, I would like to a working group to develop take this opportunity to thank dynamic and fl exible so we can and promote the Institute my colleagues on Council for and the advantages of electing me as your Chairman. exploit the opportunities that will becoming a member. I shall endeavour to justify the It is signifi cant that our UK trust they have placed in me on undoubtedly arise in the future education providers have seen your behalf.