第九十六篇 Harrington’s Seven Basic Performance Improvement Principles
本帖最后由 小编D 于 2013-4-26 14:26 编辑
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本文翻译：ellen_1971 校稿：dlbsh
Harrington’s Seven Basic Performance Improvement Principles
哈林顿的七大基本绩效提升法则
Principles don’t change; consultants just call them by different names
法则不会改变；顾问们只是给它们换个名字。
The older I get, the more I realize that the basic things we believe in and live by do not change. The world keeps moving faster and faster. We need to run and work harder just to keep up. We get sidetracked by many new ways to use our time. Technology is moving so fast that before you can learn all the features on your cell phone, it is obsolete.
年龄越大，我越是意识到我们安身立命的基础并没有改变。世界发展越来越快，我们需要更加努力的去跟上。许多新的方法会转移我们的目标并用掉我们的时间。技术进步如此之快，以至于不等你学会你的手机的所有功能就过时了。
We communicate faster, more extensively, and exchange a great deal more information. The country and people that we used to think of as being on the other side the world now are our next-door neighbors. CNN reports the latest news on the wars and the fight against terrorism to the world before the generals commanding the troops know about it. Facebook and the Internet allow every person to broadcast his thoughts with minimum censorship to a vast population.
我们的交流越来越快，越来越广泛，信息被大量地交换着。天涯若比邻。世界反恐战争中，将军的命令还没有传达到军队，CNN已报道了相关的最新消息。Facebook(脸书)和互联网允许每个人发布消息只要通过极少的审查。
China has emerged from the dark ages to become one of the leading economic powers in the world. Labor costs there are getting so high that the country is outsourcing its manufacturing jobs to other developing countries.
中国已经走出黑暗时期，成为世界经济的引领者。由于人力成本的迅速增高，制造业开始进入其他的发展中国家。
Even our family life has changed. Most families’ living standards require both parents to work in order to maintain an acceptable standard of living. Microwaves and frozen meals have replaced the family getting together so they can share a leisurely dinner and discuss the day’s activities. The morality and aspirations of our teenagers are more influenced by television than by their parents or teachers.
甚至我们的家庭生活也变了。大多数的家庭为了维持稍好的生活水平需要夫妻两个都去工作。原来一家人在一起一边开心的享受晚餐，一边聊聊白天的活动，现在却被微波和冷冻食品取代。我们青少年的道德和抱负受电视的影响要超过父母和老师的影响。
Yes, there’s no doubt about it: This little blue marble floating in space that we call Earth has changed. But in reality have the basic beliefs and principles that we quality professionals have lived with for 30 or even 50 years also changed?
是的，毫无疑问：我们称之为地球的漂浮在太空中的蓝色小星球已经发生了改变。但是事实上我们质量专家用了30年甚至50年的基本信条和原则也发生改变了吗？
I was cleaning out some old papers and technical reports when I ran across a three-year planning technical report I prepared when I was president of the Harrington, Hurd and Rieker consulting group in 1988. The report listed the seven principles that must be considered when preparing any performance improvement plan. I was amazed at how little things have changed during the last 30+ years. These principles contains most of the concepts embodied in the lean Six Sigma methodology we are promoting today, plus some additional ones that are essential for organizations to be successful.
1998年，当时我还是哈林顿，Hurd and Rieker顾问集团的总裁时，在我清理一些旧文件和技术报告时发现了一份我准备的三年计划技术报告。这份报告中列举了绩效提升的七大法则。我非常惊讶，过去的30年来改变的事情如此之少。这些法则包含了我们正在推行的精益六西格玛方法中大多数的概念，另外有一些附加的概念对于追求成功的组织也是必不可少的。
Seven basic principles were listed in the 1988 report. They are:
在1988年的报告中列举的7大基本法则如下：
An organization must maintain long-term product or service superiority in its home market, for this is the area that is most critical to profitability and growth. Organizations around the world have found that if competition is possible, it’s bound to occur. The only way to combat this competition is to anticipate it so you can stay ahead of it. It is difficult, if not futile, to play catch-up.
Past experience has proven that foreign competition invades by establishing a small niche market, then expands to capture a bigger share of the total market.
Eliminating waste is more effective in increasing profits than increasing sales. In some cases, reducing waste has increased profits more than doubling sales would have.
一个组织必须保持在国内市场具有产品或服务上的长期优势，因为这是对于盈利和成长最关键的区域。全世界的组织已经发现如果可能存在竞争，它就必定会发生。避免竞争的唯一办法就是抢占先机，从而你可以在竞争中领先。这是困难的，如果没用，就要紧紧追赶了。以往的经验表明，国外的竞争对手入侵先是通过占有市场间隙，接着会扩张至整个市场，从而获得较高的占有率。对于提高利润来说减少浪费比增加销售更有效。在一些情况下，减少浪费提高的利润比销售提高利润的双倍还要多。
The soft side of customer relationships has proven to be more important than meeting specifications. Customer service must be surprisingly good to keep customers. Most companies can meet requirements. The truly great companies get ahead by meeting and exceeding customer expectations, then helping the customer set new, higher expectations for the total market.
软因素方面，融洽的顾客关系已经证明比符合规范更重要。为了留住顾客，客户服务必须惊人地好。多数公司能够达到要求。真正的大公司取得成功在于满足并超出顾客期望，接着帮顾客设定了对于整个市场新的更高的期望。
Product leadership is not based on making products quicker and cheaper but rather on making them better. A focus on “better” is the best way to produce less expensive products faster, as well as sell them faster.
产品领导力不是基于更快更廉价地制造产品，而在于做得更好。致力于“更好”是把产品更快的生产，低廉的成本，并更快卖出去的最好的办法。
The best advertising a customer can have consists of groups of satisfied customers. A satisfied customer tells eight people; a dissatisfied customer tells 22 people.
Technology can no longer be looked to as a wall that protects your customer base. Where product technology once provided a company with a competitive advantage, it now travels so fast from organization to organization and nation to nation that it has lost most of its advantage. The most important and powerful way to hold and increase your market share is through quality supremacy.
满意的顾客是最好的广告。一个满意的顾客会告诉8个人；而一个不满意的顾客会告诉22个人。技术不再被看做赢得顾客的基础。产品技术曾经给公司提供竞争优势，现在它能迅速在公司与公司之间，国家和国家之间传递，已经失去了大部分的优势。最强大而重要的方法是通过品质至上来保持和提高你的市场占有率。
Since 1988 we have developed many new and supposedly revolutionary approaches and methodologies to bring about improvement in organizational performance. Some of them are:
自1988年以来，我们发展了很多新的革命性的途径和方法来提升组织绩效。部分如下：
Process redesign
Process reengineering
Six Sigma
Lean Six Sigma
Balanced scorecard
Value-chain mapping
流程重组
流程再造
六西格玛
精益六西格玛
平衡计分卡
价值链映射
In 1998 ISO 9001 was just being rolled out. The new concept of total quality management was taking hold. But with all the changes in quality practitioners’ approach to performance improvement, and all the changes in our environment, have there been any major changes in these basic seven principles that drive performance improvement? From my standpoint these principles are as good today as they were during the 1980s. Seldom does hindsight provide a better view than you have today, but in this case these basics truths are still as good today as they were during the 1980s.
1998年，ISO 9001刚刚推广，全面质量管理的新概念也一同推行。质量从业人员的绩效改善方法和环境方面的有所有改变，然而驱动绩效改善的基本的七大法则有关键性的改变吗？从我的个人观点来说，今天这些法则与1980年的时候几乎一样。很少能在事后提供一个比现有更好的观点，既然这样，这些基础仍旧与在1980年的几乎一样。
Now as you read them you may want to add additional principles based on today’s views, but that was also the case in 1980. In selecting the seven, I want to limit the principles to the ones that were most important and should have been driving our improvement efforts as we moved forward. It’s too bad that during the past 30+ years we have not been able to develop improvement efforts that have transformed our public and private sectors in keeping with the principles defined in these seven basic concepts.
当你读到这些时候你可能想增加一些基于现在观点的附加法则，但是它们也是在1980年就存在。关于选择这七大法则时，我想限制这些最重要的，并且已经驱动我们提升的法则。更糟的是，在过去的30多年里我们并没有扩大成果，而这七大法则已经改变了公众和个人的各个方面。
ABOUT THE AUTHOR
H. James Harrington
H. James Harrington is CEO of the Harrington Institute Inc. and chairman of the board of e-TQM College Advisory Board. Harrington is a prolific author, having written hundreds of technical reports, magazine articles, and more than 35 books. He has more than 55 years of experience as a quality professional. Harrington is a past president of the American Society for Quality (ASQ) and the International Academy for Quality (IAQ) . Visit his web site at www.harrington-institute.com.
关于作者
H. James Harrington
H. James Harrington是哈林顿研究所的首席执行官和e-TQM学院咨询委员会的董事局主席。Harrington是个多产的作家，写了数以百计的技术报告，杂志文章，并且超过35本书。他拥有超过55年的质量专业经验。Harrington是美国质量学会（ASQ）和国际质量学会（IAQ）的前任会长。网址为：www.harrington-institute.com。
来自http://www.qualitydigest.com
请对以下文章有翻译兴趣的组员留下你的预计完成时间和邮箱地址，以便小编登记翻译者信息以及文章最终完成时间
本文翻译：ellen_1971 校稿：dlbsh
Harrington’s Seven Basic Performance Improvement Principles
哈林顿的七大基本绩效提升法则
Principles don’t change; consultants just call them by different names
法则不会改变；顾问们只是给它们换个名字。
The older I get, the more I realize that the basic things we believe in and live by do not change. The world keeps moving faster and faster. We need to run and work harder just to keep up. We get sidetracked by many new ways to use our time. Technology is moving so fast that before you can learn all the features on your cell phone, it is obsolete.
年龄越大，我越是意识到我们安身立命的基础并没有改变。世界发展越来越快，我们需要更加努力的去跟上。许多新的方法会转移我们的目标并用掉我们的时间。技术进步如此之快，以至于不等你学会你的手机的所有功能就过时了。
We communicate faster, more extensively, and exchange a great deal more information. The country and people that we used to think of as being on the other side the world now are our next-door neighbors. CNN reports the latest news on the wars and the fight against terrorism to the world before the generals commanding the troops know about it. Facebook and the Internet allow every person to broadcast his thoughts with minimum censorship to a vast population.
我们的交流越来越快，越来越广泛，信息被大量地交换着。天涯若比邻。世界反恐战争中，将军的命令还没有传达到军队，CNN已报道了相关的最新消息。Facebook(脸书)和互联网允许每个人发布消息只要通过极少的审查。
China has emerged from the dark ages to become one of the leading economic powers in the world. Labor costs there are getting so high that the country is outsourcing its manufacturing jobs to other developing countries.
中国已经走出黑暗时期，成为世界经济的引领者。由于人力成本的迅速增高，制造业开始进入其他的发展中国家。
Even our family life has changed. Most families’ living standards require both parents to work in order to maintain an acceptable standard of living. Microwaves and frozen meals have replaced the family getting together so they can share a leisurely dinner and discuss the day’s activities. The morality and aspirations of our teenagers are more influenced by television than by their parents or teachers.
甚至我们的家庭生活也变了。大多数的家庭为了维持稍好的生活水平需要夫妻两个都去工作。原来一家人在一起一边开心的享受晚餐，一边聊聊白天的活动，现在却被微波和冷冻食品取代。我们青少年的道德和抱负受电视的影响要超过父母和老师的影响。
Yes, there’s no doubt about it: This little blue marble floating in space that we call Earth has changed. But in reality have the basic beliefs and principles that we quality professionals have lived with for 30 or even 50 years also changed?
是的，毫无疑问：我们称之为地球的漂浮在太空中的蓝色小星球已经发生了改变。但是事实上我们质量专家用了30年甚至50年的基本信条和原则也发生改变了吗？
I was cleaning out some old papers and technical reports when I ran across a three-year planning technical report I prepared when I was president of the Harrington, Hurd and Rieker consulting group in 1988. The report listed the seven principles that must be considered when preparing any performance improvement plan. I was amazed at how little things have changed during the last 30+ years. These principles contains most of the concepts embodied in the lean Six Sigma methodology we are promoting today, plus some additional ones that are essential for organizations to be successful.
1998年，当时我还是哈林顿，Hurd and Rieker顾问集团的总裁时，在我清理一些旧文件和技术报告时发现了一份我准备的三年计划技术报告。这份报告中列举了绩效提升的七大法则。我非常惊讶，过去的30年来改变的事情如此之少。这些法则包含了我们正在推行的精益六西格玛方法中大多数的概念，另外有一些附加的概念对于追求成功的组织也是必不可少的。
Seven basic principles were listed in the 1988 report. They are:
在1988年的报告中列举的7大基本法则如下：
An organization must maintain long-term product or service superiority in its home market, for this is the area that is most critical to profitability and growth. Organizations around the world have found that if competition is possible, it’s bound to occur. The only way to combat this competition is to anticipate it so you can stay ahead of it. It is difficult, if not futile, to play catch-up.
Past experience has proven that foreign competition invades by establishing a small niche market, then expands to capture a bigger share of the total market.
Eliminating waste is more effective in increasing profits than increasing sales. In some cases, reducing waste has increased profits more than doubling sales would have.
一个组织必须保持在国内市场具有产品或服务上的长期优势，因为这是对于盈利和成长最关键的区域。全世界的组织已经发现如果可能存在竞争，它就必定会发生。避免竞争的唯一办法就是抢占先机，从而你可以在竞争中领先。这是困难的，如果没用，就要紧紧追赶了。以往的经验表明，国外的竞争对手入侵先是通过占有市场间隙，接着会扩张至整个市场，从而获得较高的占有率。对于提高利润来说减少浪费比增加销售更有效。在一些情况下，减少浪费提高的利润比销售提高利润的双倍还要多。
The soft side of customer relationships has proven to be more important than meeting specifications. Customer service must be surprisingly good to keep customers. Most companies can meet requirements. The truly great companies get ahead by meeting and exceeding customer expectations, then helping the customer set new, higher expectations for the total market.
软因素方面，融洽的顾客关系已经证明比符合规范更重要。为了留住顾客，客户服务必须惊人地好。多数公司能够达到要求。真正的大公司取得成功在于满足并超出顾客期望，接着帮顾客设定了对于整个市场新的更高的期望。
Product leadership is not based on making products quicker and cheaper but rather on making them better. A focus on “better” is the best way to produce less expensive products faster, as well as sell them faster.
产品领导力不是基于更快更廉价地制造产品，而在于做得更好。致力于“更好”是把产品更快的生产，低廉的成本，并更快卖出去的最好的办法。
The best advertising a customer can have consists of groups of satisfied customers. A satisfied customer tells eight people; a dissatisfied customer tells 22 people.
Technology can no longer be looked to as a wall that protects your customer base. Where product technology once provided a company with a competitive advantage, it now travels so fast from organization to organization and nation to nation that it has lost most of its advantage. The most important and powerful way to hold and increase your market share is through quality supremacy.
满意的顾客是最好的广告。一个满意的顾客会告诉8个人；而一个不满意的顾客会告诉22个人。技术不再被看做赢得顾客的基础。产品技术曾经给公司提供竞争优势，现在它能迅速在公司与公司之间，国家和国家之间传递，已经失去了大部分的优势。最强大而重要的方法是通过品质至上来保持和提高你的市场占有率。
Since 1988 we have developed many new and supposedly revolutionary approaches and methodologies to bring about improvement in organizational performance. Some of them are:
自1988年以来，我们发展了很多新的革命性的途径和方法来提升组织绩效。部分如下：
Process redesign
Process reengineering
Six Sigma
Lean Six Sigma
Balanced scorecard
Value-chain mapping
流程重组
流程再造
六西格玛
精益六西格玛
平衡计分卡
价值链映射
In 1998 ISO 9001 was just being rolled out. The new concept of total quality management was taking hold. But with all the changes in quality practitioners’ approach to performance improvement, and all the changes in our environment, have there been any major changes in these basic seven principles that drive performance improvement? From my standpoint these principles are as good today as they were during the 1980s. Seldom does hindsight provide a better view than you have today, but in this case these basics truths are still as good today as they were during the 1980s.
1998年，ISO 9001刚刚推广，全面质量管理的新概念也一同推行。质量从业人员的绩效改善方法和环境方面的有所有改变，然而驱动绩效改善的基本的七大法则有关键性的改变吗？从我的个人观点来说，今天这些法则与1980年的时候几乎一样。很少能在事后提供一个比现有更好的观点，既然这样，这些基础仍旧与在1980年的几乎一样。
Now as you read them you may want to add additional principles based on today’s views, but that was also the case in 1980. In selecting the seven, I want to limit the principles to the ones that were most important and should have been driving our improvement efforts as we moved forward. It’s too bad that during the past 30+ years we have not been able to develop improvement efforts that have transformed our public and private sectors in keeping with the principles defined in these seven basic concepts.
当你读到这些时候你可能想增加一些基于现在观点的附加法则，但是它们也是在1980年就存在。关于选择这七大法则时，我想限制这些最重要的，并且已经驱动我们提升的法则。更糟的是，在过去的30多年里我们并没有扩大成果，而这七大法则已经改变了公众和个人的各个方面。
ABOUT THE AUTHOR
H. James Harrington
H. James Harrington is CEO of the Harrington Institute Inc. and chairman of the board of e-TQM College Advisory Board. Harrington is a prolific author, having written hundreds of technical reports, magazine articles, and more than 35 books. He has more than 55 years of experience as a quality professional. Harrington is a past president of the American Society for Quality (ASQ) and the International Academy for Quality (IAQ) . Visit his web site at www.harrington-institute.com.
关于作者
H. James Harrington
H. James Harrington是哈林顿研究所的首席执行官和e-TQM学院咨询委员会的董事局主席。Harrington是个多产的作家，写了数以百计的技术报告，杂志文章，并且超过35本书。他拥有超过55年的质量专业经验。Harrington是美国质量学会（ASQ）和国际质量学会（IAQ）的前任会长。网址为：www.harrington-institute.com。
来自http://www.qualitydigest.com
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