xii ◾  Contents
Reliability Crew Leader ............................................................138
Reliability Technicians .............................................................139
How the Three Functions Work Together .............................................139
Performance Reviews by Customers ......................................................140
We Still Need a Team .............................................................................140
13 Putting It All Together with Action Plans ............................... 141
Introduction ............................................................................................. 141
Action Plans by Position .........................................................................142
Plant Manager .................................................................................. 142
Operations Manager ........................................................................143
Operations Crew Leader .................................................................143
Process Operator ............................................................................. 152
Process Engineering Manager ......................................................... 152
Process Engineer ............................................................................. 153
Quality Technicians ......................................................................... 153
Reliability Manager .......................................................................... 153
Reliability Engineer .........................................................................164
Reliability Crew Leader ...................................................................164
Reliability Planner ............................................................................165
Reliability Technician ...................................................................... 165
Summary ................................................................................................. 174
Final Comments ...................................................................................... 174
14 A Case Study ............................................................................ 175
Appendix 1: The Red Bead Experiment ......................................... 179
Introduction .............................................................................................179
The Experiment ......................................................................................180
Clear Instructions .................................................................................... 181
Intimidation .............................................................................................183
Praise and Comparison ...........................................................................183
Banners and Slogans ...............................................................................183
Incentives ................................................................................................184
Blame .......................................................................................................185
Performance Appraisals ..........................................................................185
Discussion of the Experiment ................................................................186
Dr. Demings Fourteen Points.................................................................187
Adaptations of the Experiment ...............................................................189
The Fourteen Obligations of Top Management .....................................190
Contents ◾  xiii
Appendix 2: Introduction to Statistical Process Control
Techniques ......................................................................................191

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