Page 300 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

268 Chapter Nine

installation fee;—they just pay a monthly service fee that guarantees
they will always have clean, attractive carpets.
• “The seeing of objects involves many sources of information beyond
those meeting the eye when we look at an object. It generally involves
knowledge of the object derived from previous experience, and this
experience is not limited to vision but may include the other senses:
touch, taste, smell, hearing, and perhaps also temperature or pain”—
R. L. Gregory.
• “You can’t teach an old dogma new tricks”—Dorothy Parker.

Principle 18. Resonance

A. Cause an Object to Oscillate or Vibrate
• Use the process of Hoshin planning to get the whole organization
“vibrating.”
• “A good manager doesn’t try to eliminate conflict; he tries to keep it
from wasting the energies of his people. If you’re the boss and your
people fight you openly when they think that you are wrong—that’s
healthy”—Robert Townsend.
• “The things we fear most in organizations—fluctuations, disturbances,
imbalances— are the primary sources of creativity”—Margaret J. Wheatley.

B. Increase Its Frequency

• Communicate frequently, in multiple modes (newsletter, Intranet, staff
meetings, etc.).
• “I don’t think that you should ever manage anything that you don’t
care passionately about”—D. Coleman, VP and CFO of Apple (Leigh
et al. 1993).
• “He inspired in us the belief that we were working in a medium that
was powerful enough to influence the world”—Lillian Gish on D. W.
Griffiths (Leigh et al. 1993).

C. Use an Object’s Resonant Frequency
• Use strategic planning (policy deployment, Hoshin Kanri) to select the
right frequency and get the organization resonating at that frequency to
accomplish a breakthrough strategy.
• Creating extraordinary unity of purpose in a work team. A good
example of this is Don Petersen’s story of the Ford versus Mazda com-
petition to win the transmission job for the FWD Taurus.
• Kansei—Japanese term for resonance or oneness between product
and user.