PROCESS MASTERY WITH

LEAN SIX SIGMA

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A Practitioner’s Guide to the Utilisation of Modern Day Lean Six Sigma Methodology

Written by

George Lee Sye

With additional tips and commentary by

Harry Sinko

A Soarent Publication

First published July 2004

Republished February 2009

Copyright © by George Lee Sye (2003 - 2009)

All rights reserved; no part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise without either the prior written permission of the author or a license permitting restricted copying issued by the author. This book may not be lent,

resold, hired out or otherwise disposed of by way of trade in any form of binding or cover other than that in which it is published, without the prior consent of the author.

�

Published by Soarent Pty Ltd

PO Box 1027,

Mt Ommaney, Queensland

AUSTRALIA, 4074

Web: www.soarent.com.au

Email: home@soarent.com.au

National Library of Australia Cataloguing-in-Publication entry

Author: Lee Sye, George, 1959-

Title: Process Mastery with Lean Six Sigma : a practitioners guide to the utilisation of modern day Lean Six Sigma methodology. / George Lee Sye.

Edition: 2nd ed.

ISBN: 9781920875114 (pbk.)

Notes: Includes index.

Bibliography.

Subjects: Lean Manufacturing.

Six Sigma (Quality control standard)

Production Management.

Quality control--Statistical methods.

Dewey Number: 658.4

Printed and bound in Australia by Ligare Pty. Ltd.

Cover Designed by Chris Ransley (www.gigall.com)

Trademarks

Six Sigma® is a registered trademark of Motorola Inc.

Process Mastery® is a registered trademark of Soarent Pty Ltd.

SigmaXL® is a registered trademark of SigmaXL (Canada). Portions of the input and output contained in this

textbook are printed with permission of SigmaXL.

MINITAB® and all other trademarks and logos for the Company's products and services are the exclusive property of Minitab Inc. All other marks referenced remain the property of their respective owners. See minitab.com for more information. Portions of the input and output contained in this textbook are printed with permission of Minitab Inc. All material remains the exclusive property and copyright of Minitab Inc. All rights reserved.

Table of Contents

ABOUT THE AUTHOR .................................................................................................. 1�

INTRODUCTION ............................................................................................................ 2�

PART 1 - SIX SIGMA & LEAN THINKING FOUNDATIONS ......................................... 8�

CHAPTER 1: QUALITY ASSURANCE VERSUS QUALITY IMPROVEMENT ............. 9�

Quality .......................................................................................................................................... 9�

Quality Improvement .................................................................................................................. 10�

Quality Assurance (QA).............................................................................................................. 11�

CHAPTER 2: SIX SIGMA & LEAN THINKING............................................................ 14�

What is Six Sigma? .................................................................................................................... 14�

The Simplicity of Six Sigma - 2 Principles .................................................................................. 15�

What is Lean Thinking?.............................................................................................................. 19�

The Focus of Lean Thinking - 5 Principles ................................................................................. 22�

Four Technical Approaches to Improvement ............................................................................. 22�

The DMAIC Roadmap in Detail .................................................................................................. 27�

20 Steps to Sustainable Process Improvement ......................................................................... 28�

DMAIC and Traditional Project Management............................................................................. 30�

The Improvement Project Component Matrix............................................................................. 31�

CHAPTER 3: ORGANISING FOR LEAN SIX SIGMA PROJECT WORK................... 34�

Roles and Responsibilities ......................................................................................................... 34�

Project Reporting Structure ........................................................................................................ 38�

Reporting Project Progress ........................................................................................................ 39�

Key Learning Points ................................................................................................................... 40�

CHAPTER 4: IMPROVEMENT TOOLS ....................................................................... 41�

The Six Sigma Toolkit ................................................................................................................ 41�

Integrating Lean Thinking with Traditional Six Sigma ................................................................ 42�

The Lean & Six Sigma Toolkit .................................................................................................... 43�

Tool Summary Table 1 – In DMAIC Sequence .......................................................................... 44�

PART 2 - IMPROVEMENT PROJECT LEADERSHIP................................................. 53�

CHAPTER 5: PROJECT LEADERSHIP ...................................................................... 54�

Shifting Paradigms ..................................................................................................................... 54�

The Challenge of Leading Teams .............................................................................................. 55�

Working with the Team............................................................................................................... 55�

Elements of Team Performance................................................................................................. 57�

Meeting Roles ............................................................................................................................ 59�

Meeting Tools and Techniques .................................................................................................. 60�

Decision Making in a Team ........................................................................................................ 64�

The Project Team Leader as Facilitator ..................................................................................... 67�

Meeting Management................................................................................................................. 68�

Sample Project Team Meeting Agenda...................................................................................... 72�

Rating Meeting Quality ............................................................................................................... 72�

Team Member Personalities ...................................................................................................... 74�

Communicating to Different People............................................................................................ 76�

Communication and Meaning..................................................................................................... 78�

Communicating to Build Rapport & Connection ......................................................................... 78�

Listening - A Total Body Rapport Building Behaviour ................................................................ 81�

Physiological Rapport................................................................................................................. 84�

Symbolic Rapport ....................................................................................................................... 86�

Matching Internal Representation Systems................................................................................ 87�

Dealing With Conflict .................................................................................................................. 92�

Too Much Agreement & Too Little Agreement ........................................................................... 99�

The Team Leader as Coach....................................................................................................... 99�

Being a Successful Coach to Potential Leaders ...................................................................... 101�

The Gift of Feedback................................................................................................................ 102�

PART 3 – LEAN SIX SIGMA PROJECT FOCUS ...................................................... 103�

CHAPTER 6: A LEAN MENTALITY .......................................................................... 104�

Lean - Simply A Way of Thinking ............................................................................................. 104�

Different Approaches to Lean................................................................................................... 105�

CHAPTER 7: ‘DEFINE’ PHASE FOR CHAMPIONS AND PROCESS OWNERS .... 106�

The Most Important Activity of Business Improvement ............................................................ 106�

CORE BUSINESS PROCESSES ............................................................................................ 107�

The Idea of a Value Stream ..................................................................................................... 108�

Listening to Voices ................................................................................................................... 109�

IDENTIFYING OPPORTUNITIES WITH S.I.P.O.C.................................................................. 110�

SIPOC in Improvement Project Identification ........................................................................... 113�

IDENTIFYING OPPORTUNITIES WITH VALUE STREAM ANALYSIS................................... 113�

Dimensions of Value Stream Measurement............................................................................. 116�

Using Value Stream Analysis in Project Identification.............................................................. 119�

IDENTIFYING OPPORTUNITIES WITH QFD ......................................................................... 120�

The Application of QFD ............................................................................................................ 123�

Subsystem Level Houses of Quality......................................................................................... 129�

Characteristics of Good Lean & Six Sigma Projects ................................................................ 130�

Chartering the Project .............................................................................................................. 131�

CHAPTER 8: TOOLKIT FOR CHAMPIONS & PROCESS OWNERS ...................... 134�

S.I.P.O.C. ................................................................................................................................. 134�

Value Stream Analysis ............................................................................................................. 134�

Quality Functional Deployment ................................................................................................ 138�

Project Charter ......................................................................................................................... 144�

CHAPTER 9: PROJECT ‘DEFINE’ PHASE............................................................... 164�

The Define Phase as a Process............................................................................................... 165�

Common Define Phase Tools .................................................................................................. 166�

DEVELOPING THE PROJECT CHARTER (STEP 3).............................................................. 166�

Finishing the Project Charter.................................................................................................... 169�

Project Duration........................................................................................................................ 171�

A Generic Project Plan ............................................................................................................. 172�

STARTING THE PROJECT (STEP 4) ..................................................................................... 174�

Operating Agreement with the Team ....................................................................................... 174�

Preparing for the First Team Meeting....................................................................................... 175�

Communication Planning ......................................................................................................... 177�

Expanding Your Level of Thinking............................................................................................ 179�

DOCUMENTING THE PROCESS (STEP 5)............................................................................ 180�

Process Flowcharting ............................................................................................................... 181�

Documenting The Process For Six Sigma Projects ................................................................. 183�

Documenting The Process For A Lean Project ........................................................................ 188�

DOS AND DON’TS OF THE DEFINE PHASE ......................................................................... 189�

CHAPTER 10: THE DEFINE PHASE TOOLKIT........................................................ 190�

IPO Worksheet (Six Sigma Projects) ....................................................................................... 190�

Process FLowcharting (Lean Projects) .................................................................................... 191�

Communications Plan .............................................................................................................. 192�

Meeting Agenda ....................................................................................................................... 193�

CHAPTER 11: DEFINE PHASE TOLLGATE & CHECKLISTS................................. 194�

Tollgate Questions ................................................................................................................... 194�

Project Charter Checklist.......................................................................................................... 196�

Define Phase Checklist ............................................................................................................ 197�

CHAPTER 12: PROJECT ‘MEASURE’ PHASE........................................................ 198�

Preparing for Analysis .............................................................................................................. 199�

The MEASURE Phase as a Process ....................................................................................... 199�

Common MEASURE Phase Tools ........................................................................................... 201�

MEASURE PHASE FOUNDATIONS ....................................................................................... 201�

Data Versus Information........................................................................................................... 201�

Descriptive Statistics ................................................................................................................ 204�

Measures of Central Tendency ................................................................................................ 205�

Measures of Spread or Dispersion........................................................................................... 206�

Skewness and Kurtosis ............................................................................................................ 208�

Summary of Notations.............................................................................................................. 210�

Descriptive Statistics With Excel, SigmaXL & Minitab.............................................................. 210�

Interval Estimation.................................................................................................................... 215�

Data Types ............................................................................................................................... 219�

Frequency Distributions............................................................................................................ 221�

PLANNING DATA COLLECTION (STEP 6)............................................................................. 227�

Data Collection Fundamentals ................................................................................................. 227�

Planning Data Collection .......................................................................................................... 228�

Step 1 - Identify Key Variables ................................................................................................. 231�

Step 2 - Plan Data Collection For The Primary Metric ............................................................. 233�

Operational Definition............................................................................................................... 236�

Identifying Stratification Variables (or Sources of Variation) .................................................... 238�

Determining Your Sampling Plan ............................................................................................. 240�

Step 3 - Plan Data Collection For Secondary Metrics .............................................................. 246�

The Completed Data Collection Plan ....................................................................................... 248�

Case Study – The Coffee Shop................................................................................................ 249�

ANALYSE THE MEASUREMENT SYSTEM (STEP 7) ............................................................ 254�

Measurement System Variation ............................................................................................... 255�

Accuracy Studies for Variable Data.......................................................................................... 256�

Precision Studies for Variable Data - Gage R&R ..................................................................... 258�

Desired MSA Results ............................................................................................................... 268�

Dealing With Excessive Variation............................................................................................. 268�

COLLECT THE DATA (STEP 8) .............................................................................................. 271�

ESTABLISH BASELINE PROCESS CAPABILITY (STEP 9)................................................... 273�

Probability Distributions............................................................................................................ 273�

Discrete Probability Distributions.............................................................................................. 273�

Continuous Probability Distributions......................................................................................... 279�

Testing for Normality ................................................................................................................ 292�

Process Capability with Sigma Quality Levels ......................................................................... 300�

Long-Term Process Capability Indices..................................................................................... 311�

Potential Capability Indices ...................................................................................................... 314�

What are good Cp / Pp values? ............................................................................................... 317�

Process Capability Analysis with Minitab ................................................................................. 319�

Process Capability with SigmaXL............................................................................................. 323�

Process Yield Calculations....................................................................................................... 325�

Key Learning Points ................................................................................................................. 326�

ESTABLISH BASELINE PROCESS EFFICIENCY (STEP 9) .................................................. 327�

Process Efficiency Metrics ....................................................................................................... 327�

CHAPTER 13: THE MEASURE PHASE TOOLKIT................................................... 338�

XY Worksheet .......................................................................................................................... 338�

Data Collection Plan................................................................................................................. 339�

Operational Definition............................................................................................................... 340�

Estimating Proportions of a Population .................................................................................... 341�

Estimating the Mean of a Population........................................................................................ 342�

Process Sigma - DPMO Method .............................................................................................. 343�

Process Sigma - Z Score Method ............................................................................................ 344�

Process Cycle Efficiency Metrics ............................................................................................. 345�

Time Value Analysis (Detailed Option)..................................................................................... 346�

Time Value Analysis (Simplified Option) .................................................................................. 347�

CHAPTER 14: MEASURE PHASE TOLLGATE & CHECKLISTS............................ 348�

Tollgate Questions ................................................................................................................... 348�

Measure Phase Checklist......................................................................................................... 350�

CHAPTER 15: PROJECT ‘ANALYSE’ PHASE......................................................... 351�

Forms of Analysis..................................................................................................................... 352�

The ANALYSE Phase as a Process......................................................................................... 353�

Common ANALYSE Phase Tools ............................................................................................ 354�

EVALUATING PROCESS STABILITY (STEP 10) ................................................................... 354�

Statistical Process Control ....................................................................................................... 354�

Run Charts ............................................................................................................................... 357�

Control Charts .......................................................................................................................... 363�

Practical Subgroups versus Rational Subgroups ..................................................................... 386�

LOCATING THE SOURCE OF VARIATION (STEP 11) .......................................................... 389�

Methods for Graphically Representing Data ............................................................................ 390�

Common Graphical Methods for Stratification.......................................................................... 395�

Pivot Charts.............................................................................................................................. 399�

Inferential Statistics .................................................................................................................. 402�

Central Limit Theorem.............................................................................................................. 404�

Validating Sources of Variation with Hypothesis Tests ............................................................ 410�

Basic Hypothesis Testing with SigmaXL and Minitab .............................................................. 422�

Test for Equal Variances .......................................................................................................... 422�

1 Sample t Test ........................................................................................................................ 425�

1 Sample Sign Test .................................................................................................................. 428�

2 Sample t Test ........................................................................................................................ 429�

Mann Whitney Test .................................................................................................................. 432�

Paired t Test ............................................................................................................................. 433�

One Way ANOVA..................................................................................................................... 435�

Two Way ANOVA..................................................................................................................... 441�

Mood’s Median Test ................................................................................................................. 442�

2 Proportion Test...................................................................................................................... 444�

Chi-Square Test ....................................................................................................................... 446�

Practical Hypothesis Testing .................................................................................................... 450�

IDENTIFYING SOURCES OF WASTE (STEP 11A)................................................................ 453�

Takt Time Chart........................................................................................................................ 453�

Spaghetti Diagrams.................................................................................................................. 456�

Cross Functional Flowchart...................................................................................................... 458�

Utilising Other Lean Tools ........................................................................................................ 458�

STUDYING CAUSE & EFFECT RELATIONSHIPS (STEP 12A) ............................................. 459�

The Art of Questioning in Cause Effect Analysis...................................................................... 460�

Cause and Effect Diagram ....................................................................................................... 462�

5 What Cause Effect Chain ...................................................................................................... 464�

Cause Effect Structure Tree..................................................................................................... 465�

Case Study – the Coffee Shop................................................................................................. 467�

VALIDATING CAUSE & EFFECT RELATIONSHIPS (STEP 12B) .......................................... 469�

Tools for Examining Relationships ........................................................................................... 470�

Scatter Plots ............................................................................................................................. 471�

Correlation and Linear Regression Analysis ............................................................................ 472�

Check Validity of the Regression Model................................................................................... 500�

Analysing Graphs and Numbers .............................................................................................. 504�

Logistic Regression .................................................................................................................. 506�

Designed Experiments ............................................................................................................. 517�

Two Way Analysis of Variance (ANOVA)................................................................................. 519�

Design of Experiments (DOE) .................................................................................................. 532�

Fractional Factorial (DOE)........................................................................................................ 545�

Caution in Using Regression Models from DOE ...................................................................... 551�

CHAPTER 16: ANALYSE PHASE TOOLKIT............................................................ 554�

Attribute Control Charts............................................................................................................ 554�

Variables Control Charts .......................................................................................................... 555�

Statistical Analysis Tools.......................................................................................................... 556�

Hypothesis Testing Worksheet................................................................................................. 557�

Takt Time Chart........................................................................................................................ 558�

Spaghetti Diagram.................................................................................................................... 559�

Cause Effect Diagram (Fishbone) ............................................................................................ 560�

5 What Cause Effect Chain ...................................................................................................... 561�

Cause Effect Structure Tree..................................................................................................... 562�

Multiple Regression Summary ................................................................................................. 563�

DOE Worksheet ....................................................................................................................... 565�

CHAPTER 17: ANALYSE PHASE TOLLGATE & CHECKLISTS............................. 566�

Tollgate Questions ................................................................................................................... 566�

Analyse Phase Checklist.......................................................................................................... 568�

CHAPTER 18: PROJECT ‘IMPROVE’ PHASE ......................................................... 569�

The IMPROVE Phase as a Process......................................................................................... 570�

Common IMPROVE Phase Tools ............................................................................................ 571�

Improvement Strategies For Six Sigma.................................................................................... 571�

GENERATE AND SELECT SOLUTIONS (STEP 13) .............................................................. 575�

A Good Six Sigma Solution ...................................................................................................... 575�

Solution Generation Approaches and Tools............................................................................. 576�

Shewhart-Deming PDCA / PDSA Cycle................................................................................... 576�

Benchmarking .......................................................................................................................... 577�

The Concept of Creativity......................................................................................................... 583�

The ‘Good Ideas’ Process ........................................................................................................ 589�

Stating Desired Outcomes ....................................................................................................... 591�

Good Questions to Focus Thoughts and Discussion ............................................................... 592�

Open Up to New Ideas ............................................................................................................. 592�

Organise Ideas ......................................................................................................................... 593�

Decide on Final Solutions......................................................................................................... 594�

Decision Approaches and Tools............................................................................................... 596�

Financial Models in Decision Making ....................................................................................... 598�

QUICK EFFICIENCY IMPROVEMENTS WITH LEAN (STEP 13) ........................................... 605�

Creating a Lean Workplace with 6S ......................................................................................... 605�

Process Balancing.................................................................................................................... 609�

Generic Pull systems................................................................................................................ 612�

Single Minute Exchange of Die (S.M.E.D.) .............................................................................. 614�

Work Cell Optimisation............................................................................................................. 617�

Total Productive Maintenance (TPM)....................................................................................... 618�

MITIGATING OR ELIMINATING CONSEQUENCES OR FAILURES (STEP 14).................... 622�

Mitigating Consequences of New Solutions ............................................................................. 622�

Anticipating and Addressing Failures with FMEA..................................................................... 623�

Mistake Proofing & Mistake Prevention.................................................................................... 638�

SOLUTION IMPLEMENTATION PLANNING (STEP 14)......................................................... 639�

Project Management ................................................................................................................ 639�

Defining the Improvement Project ............................................................................................ 643�

Work Planning and Activity Scheduling.................................................................................... 643�

Microsoft Project....................................................................................................................... 654�

Project Risk Management ........................................................................................................ 655�

The Cultural Elements of Change ............................................................................................ 665�

Engaging Stakeholders ............................................................................................................ 666�

Communication Planning ......................................................................................................... 670�

Force Field Analysis ................................................................................................................. 671�

Piloting Solutions and Implementation Plans ........................................................................... 672�

Pre-implementation Stakeholder Check-in............................................................................... 678�

CHAPTER 19: IMPROVE PHASE TOOLKIT ............................................................ 680�

Tools for GENERATING SOLUTIONS – Brainstorming........................................................... 680�

Nominal Group Technique ....................................................................................................... 681�

Anti Solution Brainstorm........................................................................................................... 681�

Channel Brainstorm.................................................................................................................. 682�

Solution Thought Mapping ....................................................................................................... 683�

Analogy Association (Process analogy) ................................................................................... 685�

Tools for ORGANISING IDEAS - Removing Duplicates .......................................................... 686�

Multi Voting............................................................................................................................... 687�

Weighted Multi Voting .............................................................................................................. 687�

Advocacy.................................................................................................................................. 688�

Affinity Grouping....................................................................................................................... 688�

Tools for CHOOSING SOLUTIONS - Absolute Criteria Screening .......................................... 690�

Payoff Analysis......................................................................................................................... 691�

Potential Failure Analysis ......................................................................................................... 691�

Weighted Criteria Rating .......................................................................................................... 693�

Paired Ranking......................................................................................................................... 695�

LEAN IMPROVEMENT Tools – Lean Improvement Strategies ............................................... 696�

Process Balancing.................................................................................................................... 697�

Pull Systems............................................................................................................................. 698�

Single Minute Exchange of Die (S.M.E.D.) .............................................................................. 699�

SMED Worksheet..................................................................................................................... 700�

Work Cell Optimisation............................................................................................................. 701�

Total Productive Maintenance.................................................................................................. 702�

Mistake Proofing & Mistake Prevention.................................................................................... 703�

Failure Mode & Effect Analysis (FMEA) ................................................................................... 704�

Schedule Bar Chart .................................................................................................................. 705�

Work Breakdown Structure ...................................................................................................... 706�

Network Diagram...................................................................................................................... 706�

PERT Worksheet...................................................................................................................... 707�

Critical Path Method ................................................................................................................. 708�

Responsibility Matrix ................................................................................................................ 709�

Stakeholder Commitment Evaluation ....................................................................................... 710�

Stakeholder Engagement Plan................................................................................................. 711�

Communications Plan .............................................................................................................. 712�

Force Field Analysis ................................................................................................................. 713�

Project Risk Management ........................................................................................................ 714�

Pilot Study Checklist................................................................................................................. 716�

CHAPTER 20: IMPROVE PHASE TOLLGATE & CHECKLISTS ............................. 717�

Tollgate Questions ................................................................................................................... 717�

‘Improve’ Phase Checklist ........................................................................................................ 720�

CHAPTER 21: PROJECT ‘CONTROL’ PHASE ........................................................ 722�

The CONTROL Phase as a Process........................................................................................ 723�

Common CONTROL Phase Tools ........................................................................................... 724�

STANDARDISE PROCESSES (STEP 16)............................................................................... 724�

Document the Process ............................................................................................................. 724�

Plan for Training ....................................................................................................................... 725�

MONITOR PROCESS PERFORMANCE (STEP 17) ............................................................... 726�

Developing a Monitoring Plan .................................................................................................. 726�

Document the Process with SIPOC ......................................................................................... 727�

Process Mapping...................................................................................................................... 729�

The Customer as the Central Theme ....................................................................................... 733�

Defining Customer Requirements ............................................................................................ 738�

Case Study – The Coffee Shop................................................................................................ 754�

Identifying and Selecting Measures ......................................................................................... 755�

Performance Monitoring Plan................................................................................................... 763�

CONTROL PROCESS PERFORMANCE (STEP 18) .............................................................. 765�

Choosing a Method of Control.................................................................................................. 765�

Control Feedback Loops .......................................................................................................... 766�

Visual Process Controls ........................................................................................................... 767�

Statistical Process Control ....................................................................................................... 772�

PROJECT CLOSURE .............................................................................................................. 776�

CHAPTER 22: THE CONTROL PHASE TOOLKIT ................................................... 777�

Training Plan ............................................................................................................................ 777�

SIPOC ...................................................................................................................................... 778�

Activity Flowchart ..................................................................................................................... 779�

CTQ Tree Diagram................................................................................................................... 780�

Customer Comments Worksheet ............................................................................................. 781�

Customer Priorities Worksheet................................................................................................. 782�

Cause Effect (CE) Tree Diagram ............................................................................................. 783�

Cause Effect (CE) Matrix.......................................................................................................... 784�

Performance Monitoring Plan................................................................................................... 786�

Process Performance Control Plan .......................................................................................... 787�

CHAPTER 23: CONTROL PHASE TOLLGATE & CHECKLISTS ............................ 789�

Tollgate Questions ................................................................................................................... 789�

Control Phase Checklist ........................................................................................................... 791�

CHAPTER 24: TERMS AND DEFINITIONS .............................................................. 792�

Terms and Definitions .............................................................................................................. 792�

PART 4: APPENDICES ............................................................................................. 800�

Appendix A - Exponential Equations ........................................................................................ 801�

Appendix B - Table of Variable Control Chart Factors ............................................................. 802�

Appendix C - ‘Process Sigma’ Conversion Table..................................................................... 803�

Appendix D - Zst to DPMO Conversion Table........................................................................... 804�

Appendix E - Z Table for Normal Distribution........................................................................... 806�

Appendix F - Critical Values for t Distribution........................................................................... 808�

Appendix G – Answers to Problems......................................................................................... 809�

Appendix H – Lean Projects and the 20 Step DMAIC Roadmap ............................................. 810�

Appendix I - Accelerated Projects / Kaizen .............................................................................. 811�

Appendix J - Bibliography......................................................................................................... 817�

Appendix K - Index ................................................................................................................... 819�

Visionary, Author, Speaker, Performance Coach..................................................................... 826�

Other Books and Audio Products by George Lee Sye ............................................................. 828�

Performance Education and Coaching Services...................................................................... 828�

Contact Details ......................................................................................................................... 829�