Journal of the Institute of Management Services Achieving excellence through people and productivity Management Services Productivity at the Crossroads Creating a socially, economically and environmentally Spring 2011 Volume 55 Number 1 responsible world ISSN: 0 307 6768 CONTACTS Spring 2010 Volume 55 No 1 ISSN 0 307 6768 Management Services 27 Castle Street, Canterbury, Kent CT1 2PX Editorial Telephone +44 (0)1795 542436 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 Summer 2011 issue is 4 May of methodologies and techniques for the improvement of productivity Publication date is 6 June 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. Mel Armstrong In addition to creating and upholding professional standards for the Designer Becky Ellison 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 Advent Colour 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 Mel Armstrong, 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 Cover Story The 16th World Productivity Congress and European Productivity Conference was held 2-5 November 2010 at the Maritim Pine Beach Resort- Convention Centre, Belek- Antalya, Turkey. Dr Andrew Muir IMS Deputy Chairman and WAPS Fellow reports on day one of the Congress. Institute and 4 Office Skills 20 IMS Elections 2011 36 Lean and continuous improvement Nomination forms Regional News in the office by Mike Keen and Carl Evans Including the Chairman’s report, and student graduation news. Is Quality still 38 Change Mastery 23 The persuasion paradigm by Philip Atkinson, Relevant? 16th World 8 who highlights the need for professionals to Colin Coulson-Thomas reports on the 21st annual complement their technical skills with soft skills World Congress on Total Quality and asks is quality Productivity Congress still relevant A report on the speakers and proceedings from day one from Andrew Muir Time for Change 29 Part II of Dr John Chamberlin’s paper which Opportunity of 45 People Driven 13 analyses business process re-engineering a Lifetime Winston Churchill Travelling Fellowships, a unique Productivity opportunity to travel and work abroad on a Lean for small businesses by Professor Hendrik Van Graduate News 34 personal project Landeghem and Joris April of Ghent University, Graduates celebrate the Belgium award of their IMS certificates 20 29 45 Management Services 4 Spring 2011 NEWS Institute News Chairman’s Column As I have already indicated we as Coalition Government has recognised an Institute see our website (www. that quality and productivity are ims-productivity.com) as playing a linked and that improved productivity prime role in communicating what can release existing funding to bring our Institute is all about. I would about quality improvements, without invite members to view our website the need for the investment of new and evaluate its content and layout money. It is pleasing to see that the and email me at blanch2203@gmail. Government is recognising the role com with your views on the current that productivity can play within the website, together with any suggestions National Health Service in helping you may have for enhancements or the country overcome the present improvements. financial crisis. Of much less merit is In July 2010, the Government the financial saving being made in White Paper: Equity and excellence: local government via shedding labour Liberating the NHS set out the without any apparent plan or strategy Coalition Government’s vision for for improving the quality of service the future of the NHS. Included in being provided to the public. these plans was a commitment to One of the pleasures of being a programme aimed at improving Chairman of the Institute is attending ‘Quality, Innovation, Prevention and functions and meeting Institute Productivity’ (QIPP). The initiative members. Recently I attended the aims to place quality at the heart of headquarters of Scott Grant, one of the ommunication is perhaps one of the health service. However, in view Institute’s main education providers to the most important things in our of the current economic crisis, there is present the organisation’s Student of Clives, how we communicate can now a heightened sense of urgency to the Year Award. It was doubly nice for project a negative or positive image of implement the fundamental principles me as the student was Steven Moody, a what we are seeking to say depending of QIPP. The NHS has been tasked fellow Liverpudlian who is an employee on how we communicate our message. with identifying £15 to £20 billion of Asda (see page 34 for the full story Our Institute is fortunate to have a in efficiency savings by the end of on the awards). It brought back to me quarterly journal and more recently a 2013/14, which must be reinvested memories of my own time as a student regular email newsletter by which we into the service, if year-on-year quality sitting the Institute’s examinations can communicate to the membership. improvements are to continue to be in 1969 and all the friendships I have Over the past year, we have upgraded delivered. made in my 42 years as a member our website which is the Institute’s face The Government has declared that of the Institute. I would never have to the world. Via the website, we seek the NHS will be protected from the cuts dreamed 42 years ago when I joined to communicate to the world at large experienced by other public services the Institute as a student member that the need for productivity improvement – this is a great gift, but it comes at I would one day have the honour of and how increased productivity can a price. There will be no excuses for serving as its National Chairman. result in higher standards of living. failing to deliver; there will be tough As always I welcome your comments Increased productivity in the third times ahead and expectations will be and observations on our Institute and world would almost certainly improve raised. The challenge to make savings can assure you that myself and all the the lives of so many people now living via productivity improvements so that members of the Institute’s Council of in poverty.