Behavioural Science for Quality and Continuous Improvement 25 Lessons from Psychology and Behavioural Economics

This impactful volume demonstrates the application and power of psychology and behavioural economics in the pursuit of quality and continuous improvement. It focusses on how the works of stalwarts such as Daniel Kahneman, Richard Thaler, Mihaly Csikszentmihalyi and many others can be used to build an organization that is known for quality products and flawless service delivery. The application of psychology and behavioural economics is still new to quality improvement, and in this book, Debashis Sarkar shares 25 lessons, featuring specific examples based on real life, that show how their application can increase the effectiveness of outcomes. Behavioural Science for Quality and Continuous Improvement: 25 Lessons from Psychology and Behavioural Economics is ideal for business improvement professionals of all hierarchies and across different functional areas and industries seeking to understand the potential of psychology and behavioural economics and their applications, as well as in training and executive development programmes and for scholars of operations management, quality management, and engineering.

1. Lesson: 1 - Solidifying the business case 2. Lesson: 2 - Cementing relationships 3. Lesson: 3 - Gaining commitment 4. Lesson: 4 - Getting across the message 5. Lesson: 5 - Not always about people 6. Lesson: 6 – What quality experts need to know 7. Lesson: 7 - When facts are overlooked 8. Lesson: 8 - The intricacies of change 9. Lesson: 9 - The power of familiarity 10. Lesson: 10 - Role of Emotions 11. Lesson: 11 - Engaging hearts and minds 12. Lesson: 12 - The biases in problem-solving 13. Lesson: 13 - Minimizing cognitive load 14. Lesson: 14 – Five Rules for customer solution design 15. Lesson: 15 – Making quality issues known 16. Lesson: 16 - The halo Effect 17. Lesson: 17 - Building Psychological Safety 18. Lesson: 18 -The power of open-ended questions 19. Lesson: 19 - The invisible gorillas 20. Lesson: 20 - Goals, Measurements, and Targets 21. Lesson: 21 - When Employee are defensive 22. Lesson: 22 - Blind Optimism during Eruptions 23. Lesson: 23 - Communicating Visually 24. Lesson: 24 - Not-So-Obvious Tactics for solving problems 25. Lesson: 25 - Taking employees on-board

Debashis Sarkar is a managing partner at Proliferator Advisory & Consulting, a firm focused on customer-centricity and operational excellence. A pioneer in the field of quality and organizational improvement, Debashis has authored several books, including The Little Big Things in Operational Excellence. He is the recipient of various recognitions such as thePhil Crosby Medal, theSimon Collier Award and the first Quality Champion Platinum Award from Quality Council of India - the highest award for quality from the Indian government. He is a Fellow of the American Society for Quality.