STRATEGY DEPLOYMENT FOR

SMALL AND MEDIUM ENTERPRISES

Glenn H. Mazur
Japan Business Consultants, Ltd.
QFD Institute, International Council for QFD
University of Michigan
1140 Morehead Ct. Ann Arbor, MI 48103-6181 USA
Tel: +1 (734) 995-0847 Fax: +1 (734) 995-3810
Email: glenn@mazur.com WWW: www.mazur.com

Keywords: Strategy, Hoshin Planning, Hoshin Kanri, Policy Deployment, Policy Management

Abstract
The purpose of this paper is to introduce to small and medium enterprises, a quick and easy adaptation of
strategic planning and deployment methods being used by large corporations world wide. A system of
analyses coupled with powerful, yet easy to perform thinking tools will be explained through a case stud-
ies of manufacturing and service companies. This system will help executives and managers in small and
medium enterprises more quickly make informed and creative decisions and issue directives to implement
them. A case study of a small university bookstore will be presented.

Introduction
The pressure on small and medium enterprises (SME) in today’s economy is to do more for their custom-
ers, to do it faster, and to do it more cost effectively. In these days of rapidly changing technology, global
markets and competitors, and downsizing, this can yield a series of critical questions.

1. Who are my stakeholders and customers now? Who will they be in the future?
2. What do they want most now? What will they want most in the future?
3. By when?
4. What choices do my customers have? What choices will they have in the future?
5. What must I do now to satisfy them? What must I do in the future?
6. Who will be responsible for carrying these activities out?
7. How much will it cost?
1998 Glenn H. Mazur ISQFD ’98 - Sydney

The quality movement has attempted since the 1960s to address these issues from a systems and process
point of view, rather than just a financial analysis point of view. The advantages and disadvantages of this
approach can be summed up in Table 1.

Table 1. Advantages and Disadvantages of a Quality Approach to Strategy.

Advantages Disadvantages
• Identifies a process to manage the organization us- • Requires more time and effort to plan the
ing strategy as well as manage the implementation process.
of the strategy itself. • Not all strategies have means that are eas-
• Produces both strategic targets and the means to ily identifiable at the outset.
attain them. • Not all aspects of strategy are easily quan-
• Promotes clarification of the strategy and means by tified, particularly with regards to human
using measureables, assigning responsibilities, time endeavors.
frames, and quality standards to both the process
and the results.
• Helps identify core competencies and incompeten-
cies and their contribution to achieving the strategy.
• Easier to track gap between planned and actual re-
sults early enough so that corrective measures can
be identified, implemented, and tracked.

For the SME, some of the above are more academic than practical, given the resource (time, people,
money, information) constraints of a small business. Further, the closer relationships between and the
multiple roles of individuals, makes many of the most powerful strategy tools unnecessary.

Still, there are some essential steps regardless of the level we explore them or the tools we need to use.
They include, but are not limited to the following items in Table 2.

Table 2. Essential Steps in SME Strategy.

Step 1. Vision What we see the organization becoming at some

future point.
Step 2. Mission How we will get to this future point.
Step 3. Strategy Near term goals that move us toward vision. Ho-
shin.
Step 4. Tactics Implementation details of the strategy.

This paper will explain each of these steps in shortened version that has worked well in small and me-
dium size enterprises. By way of example, we will look at a case from a medium size business, a North
American book store company named Nebraska Books which primarily sells textbooks, educational in-
1998 Glenn H. Mazur ISQFD ’98 - Sydney

struments, and memorabilia to university students and their families, faculty, alumni, and others. We will
focus on one of their operating divisions, Ulrich’s Bookstore, which is located at the University of Michi-
gan in Ann Arbor, Michigan. This study was conducted by students of Total Quality Management at the
University of Michigan College of Engineering. The full contents of this case may be viewed on the fol-
lowing web site:

http://www-personal.engin.umich.edu/~gmazur/tqm/student.htm

Vision
Vision is how the organization sees itself or wishes to be seen at some time in the future. Imagine being in
a forest and rising 100 meters into the air, above the tallest trees. Your range of vision would extend much
farther than when you were on the ground. This view of what is out there, what we want to become, to
what extent or range we wish to move and in which direction, and in what time frame are the components
of a Vision.

For the SME, this Vision is often coupled with the entrepreneurial spirit of the owner. This makes it easy
to have a Vision, but often difficult to communicate it to others in the organization, since this spirit can be
little more than a vague sense of the “what feels right.”

A verbal algorithm can be used to help the entrepreneur articulate his Vision(s). It should contain a direc-
tion of improvement verb + an indicator of improvement, a measurable target value of how much im-
provement the company wants to achieve stated in terms of our current performance level and our envi-
sioned performance level + a time limit by when the improvement should be realized. At Ulrich’s:

Ulrich’s will increase sales by 25% over current levels, increase used text book sales to 50% of
total text sales, and decrease costs as a percentage of sales 1-2% per year, by the year 2004.

The value of this algorithm is that it forces clarity and measurement. A common condition of Vision
statements in organizations is that they tend towards the abstract. Lacking specifics, it easy to see why
such Visions are difficult to attain.

Another trick is to think of a Vision as a desired goal or outcome to be achieved, rather than the action to
achieve it. It is the desired results, not how to cause it. This trick lends itself nicely to the fishbone dia-
gram commonly used in quality control. As we will see later on, the Vision would be the “head” of the
fish.

Vision statements commonly deal with business objectives such as profits, costs, market share, as op-
posed to product objectives such as improved customer satisfaction, or use of some new technology.
Product objectives are better viewed as the means to achieve the business objectives. We call these Mis-
sions, and with a short term time frame and or high degree of detail, strategies. An SME should limit it-
1998 Glenn H. Mazur ISQFD ’98 - Sydney

self to its top three Visions. The priority matrix mentioned below is a useful way to establish the top pri-
ority Visions.

Not all organizations can articulate their Vision easily. Several useful tools and techniques have been de-
veloped in the quality field, called the Management and Planning Tools.1 While it is beyond the scope of
this paper to identify all of these methods, the author finds particularly useful the affinity diagram and the
priority matrix.

Mission
The Mission identifies the activities we believe will allow us to achieve the Vision. Missions are activi-
ties over which we can exert enough control so that we can predict that their performance will be ade-
quate to achieve the Vision.

First begin with an analysis of the organization’s current business environment. A SWOT Analysis is a
useful tool. A team of seasoned managers representing all the various functions such as sales, research,
production, human resources, finance, etc. can use this method to articulate their perspectives on the busi-
ness. A portion of Ulrich’s SWOT Analysis is given in Table 3.

Table 3. Ulrich’s SWOT Analysis

Strengths Weaknesses
1. core of experienced employees (15-20 years) 1. high turnover with part time help
2. experience with college texts 2. high cost of living in Ann Arbor
3. make higher profits on used books 3. local market
Opportunities Threats
1. MSA to get the university to encourage profes- 1. possible new bookstores in area
sors to turn in text reports before due date 2. textbooks sold on web site (amazon.com)
2. expand web site to encourage more mail orders 3. new web book stores such as amazon.com, bor-
(both memorabilia and textbooks) ders.com, barnesandnoble.com
3. provide virtual course pack services including 4. course packs and the changing nature of the
course pack development product
4. integration of course packs between universities 5. professors don’t turn in next semester’s text
5. increase in adults attending college while order in time for Ulrich’s to offer best repur-
working chase price to students, so many will just keep
6. professionals in “right-sized” companies too the books, thus lowering availability of high
busy to search out relevant books needed to profit used book inventory
keep them abreast of their profession 6. books become obsolete quickly

1
The New Seven Quality Tools are commonly called the Management and Planning Tools. See Michael
Brassard’s Memory Jogger II for detailed examples and steps on how to use them.
 1998 Glenn H. Mazur ISQFD ’98 - Sydney

From the SWOT Analysis, identify which are most relevant to the Vision. The fishbone diagram is help-
ful here. In the head of the fish place each Vision, and in the bones the relevant SWOT statements. These
should be rephrased into action oriented expressions. For example, in Figure 1, one each of the strengths,
weaknesses, opportunities, and threats have been somewhat rephrased as Mission statements and associ-
ated with one of the visions.

To the extent possible, Missions should follow the same guidelines as Vision. Focus on actions over
which the organization has control. Set time limits for the actions. Identify ways to track the success of
the actions.

S4. Promote sale of O5. Help busy professors

used college texts develop reading lists.
Increase used text book
sales to 50% of total text
sales by 2004.

W5. Expand local T2. Sell used college

market to all state uni- text books on the
versities by 2004. internet.

Figure 1. Fishbone Diagram of Vision and Missions.

The fishbone diagram differentiates the observable results (Vision) from the actionable causes (Mission).
This helps managers develop strategies that contribute directly to achieving the vision. Typically, strate-
gies like improve customer service sound good on paper, but are very difficult to turn into lasting behav-
ior changes or process improvements because they are too general. By specifying Missions, metrics, and
time commitments, it is easier to gain employee compliance because they know what to do and how their
actions will be measured. Later in this process, employee measurements will also include how they can
self-inspect the inputs to their work, rather than just having management measure the outcomes.

There could be several fishbone diagrams created, one for each high priority Vision. They are often con-
solidated into a matrix to aid visualization and to determine which Missions contribute most strongly to
the most important Vision. Table 4 shows that selling used books on the internet would have several
strong and medium contributions to all the Visions.
1998 Glenn H. Mazur ISQFD ’98 - Sydney

Table 4. Matrix Consolidates Fishbone Diagrams to Improve Visualization and Priority.

Promote Help busy Expand Sell used Get next se-

¤ Strong relation sales of professors market to college mester require-
used find text all state text books ments before
¡ Medium relation
college book universi- on internet end of current
texts ties semester.

¡ ¤ ¡
Ulrich’s will increase
sales by 25% over
current levels

¤ ¡ ¡ ¤
increase used text
book sales to 50% of
total text sales

¤
decrease costs as a
percentage of sales
1-2% per year, by the
year 2004.

Strategy and Tactics

Now the management focuses their attention on the highest priority Missions. Ulrich’s focused in 1997 on
improving the process for getting professors to submit their required course texts before the end of the
current semester. When they know early on that a book will be used the next semester, they can offer stu-
dents a better buy-back price now and a larger selection of used books in the next semester. In 1998, Ul-
rich’s is focusing on building a World Wide Web Site to better sell used college textbooks to more stu-
dents at more universities. The first of these two strategies and the resulting tactics used to achieve them
are detailed below. For details of the second study, please visit the WWW site.

Case Study - Improving Professor Book Submission Process

First data was collected on the profits and revenues of selling used books. Figure 2 shows f the proportion
of used textbooks increases so will the profits. The figure shows that the margin gained from new text-
books is only about 5%. When Ulrich's buys a textbook from a student, knowing they can resell it the
following term (50% of its value), the margin is 12%. When Ulrich's sells used textbooks bought from a
wholesaler, the margin increases abruptly to between 31% and 43% (the range is due to the variation in
wholesale prices). Finally, for a book bought from students at current market value (usually much less
than 50%), the profit margin ranges from 33% to 45%.

It appears that the biggest opportunity is in the used textbooks coming from wholesalers. The more or-
ders Ulrich’s receives in advance the higher their chances of selling more of those items with a margin
between 31% and 43%. However, these books are usually more difficult to get in quantity from a whole-
saler compared to what is possible to buy from students during the buy-back period, especially if the stu-
dent receives 50% of the value. Therefore, Ulrich’s felt it best to strive for a large quantity of 12% mar-
gins rather than achieving the higher margins yet in lower quantities.
1998 Glenn H. Mazur ISQFD ’98 - Sydney

Figure 2. Ulrich's Profit from Used Books.

With such profit potential, Ulrich’s asked the University of Michigan student teams to examine the prob-
lem further. Ulrich’s parent, Nebraska Books reported that their other subsidiaries sold approximately
50% used books; Ulrich’s sales were only 22%. The fishbone diagram in Figure 3 aided the cause and
effect analysis of low used text book sales. One of the most important causes, professors not turning in
orders was selected due to its impact of reducing used book profits by some 43% (Table 5).

The TQM student team interviewed faculty members to learn the barriers to better compliance with early
text order policies. The fishbone diagram in Figure 4 illustrates some of the major concerns faculty face
when ordering text books. Past improvements were in late requests had only been the result of depart-
mental deans directly contacting faculty to get their requests in early (1995), as shown in Figure 5.

STUDENTS PROFESSORS

Want
Keep Not turning Changing to
Do not want in order a new text
to sell
price Forget complicated LOW
PROPORTION
No used texts USED TEXTS SOLD
Set prices left *
No used texts New editions
Policy available Fall & Winter
Obsolete
editions Much more info for Winter

ULRICH's PUBLISHER TIMING

Figure 3. Fishbone Diagram of Low Proportion of Used Texts Sold.

1998 Glenn H. Mazur ISQFD ’98 - Sydney

Table 5. Financial Impact of Late Textbook Requests.

Brief Impact of Money Lost

Number Book Book

of books wholesale retail buy- All orders No
bought buy-back back in orders in Actual
82 26 45.175 3704.35 2132 2132
79 10 24.975 1973.025 790 790
82 26 45.175 3704.35 2132 2132
79 10 24.975 1973.025 790 790
53 23 37.825 2004.725 1219 1219
25 25 47.325 1183.125 625 625
25 25 47.325 1183.125 625 625
25 25 47.325 1183.125 625 625
25 25 47.325 1183.125 625 625
25 25 47.325 1183.125 625 625
25 25 47.325 1183.125 625 625
25 25 47.325 1183.125 625 625
31 2 4.975 154.225 62 62
31 2 4.975 154.225 62 62
154 15 32 4928 2310 2310
154 15 32 4928 2310 2310
126 5 12.675 1597.05 630 630
126 5 12.675 1597.05 630 630
64 0.5 2 128 32 32
64 0.5 2 128 32 32
38 13 31.325 1190.35 494 494
38 13 31.325 1190.35 494 494
38 13 31.325 1190.35 494 494
39 5 39.85 1554.15 195 195
46 15 7.5 345 690 690
50 7 3.5 175 350 350
50 7 3.5 175 350 350
50 7 3.5 175 350 350
72 10 25.375 1827 720 720
72 10 25.375 1827 720 720
1793

29 2 4.475 129.775 58 129.775

29 2 4.475 129.775 58 129.775
78 18 31.85 2484.3 1404 2484.3
107 10 37.825 4047.275 1070 4047.275
26 1.5 4.975 129.35 39 129.35
45 17 30.175 1357.875 765 1357.875
31 2 4.975 154.225 62 154.225
31 2 4.975 154.225 62 154.225
37 2 11.5 425.5 74 425.5
39 5 39.85 1554.15 195 1554.15
452 55471.55 26150 32929.45

If all orders had been turned in: 70,932.39 Note: (there is additional data that is not shown in this figure.
Actual: 40,178.95 With the data shown in this figure the money lost would
be $22,542.10----> $55,471.55-$32,929.45)
Money lost: 30753.44

Procedures Policies

Don't know they should

No one remind Prof. request earlier
Wait examination
copy too long

Don't know the process

Why professor request books

Request process is too Waste most time in late
complicate searching new book
Don't know how to
request
Don't know they can use
email or web site Poor request sheet Nobody answer Prof.'s
question.
Plant People

Figure 4. Fishbone Diagram of Causes of Late Textbook Requests.

1998 Glenn H. Mazur ISQFD ’98 - Sydney

Percentage of Textbook Reports Received Before Due Date

For Fall Terms 1994-97

Reports Received Before

16.0%
Percentage of Textbook
14.0%
12.0%
Due Date
10.0%
8.0%
6.0%
4.0%
2.0%
0.0%
1993 1994 1995 1996 1997 1998 1999
Year

Figure 5. Percentage of Textbook Requests Received Before Due Date.

Shortly after the TQM team began to focus on this, a Michigan Student Assembly (MSA) committee on
textbooks was created. There were also several news stories in the Michigan Daily and the Ann Arbor
News discussing related textbook issues. The articles reported rough amounts of money lost by students,
figures regarding bookstore’s margins on textbooks, and other concerns of faculty, students, bookstores,
publishers, and the general public. Many of the causes of late ordering were thus inherent in the basic
process used to order books. The TQM team decided to re-engineer the process, by incorporating creative
breakthroughs. They used a Russian methodology know by the acronym TRIZ which stands for Theory of
Inventive Problem Solving.2 Table 6 gives some examples of new process steps proposed to Ulrich’s.

Table 6. TRIZ Based Solution Proposals.

TRIZ Solution Set Proposed Process Changes

Cushion in advance. Check with publisher for availability of popular books.
Ask professor directly if he plans to teach the course next semester and if the
same textbooks will be used.
Inversion. Ulrich’s researches new books and recommends to professors.
Students feed information on classes they intend to take.
Prior action. Professors turn in decisions on books as they are made, even if not complete.
Ulrich’s prepares default order to be placed unless professor instructs otherwise.
Replacement of me- Use internet, www, and email to order/confirm book orders.
chanical system. Replace text books with virtual textbooks and course packs.

2
For details of TRIZ, visit the University of Michigan TQM TRIZ web site at http://www.mazur.com
 1998 Glenn H. Mazur ISQFD ’98 - Sydney

The result of this work was a redesign of the book ordering process. This process was examined for po-
tential failure modes, job assignments were identified and appropriate job descriptions were made. A high
level view of the new process is given in Figure 6 and a subset of the details of the tactical actions are
given in the Task Deployment Table shown in Table 7. The new system is being implemented in 1998 in
order to improve the value of used textbooks to students (the customer) and Ulrich’s. Future TQM student
teams will help Ulrich’s implement and improve this new textbook ordering system.

Request from departments list of classes and instructors

Collect from Nebraska Book Co. List of New Text books

Compile book list for each department and mail

Update order form and explanation sheet

Update Web site, Order Form, List of Books, Dept. Book list & prev. Terms books

Send form & explanation sheet to professors & departments

Give professors. Possibility to send order partial

Profs. Request the Y

examination copy Order Examination copy

N
Receive Examination copy of
Wait to receive the form back the books needed

Deliver Examination
N copy
Remind professors Received form
back

Y Is Examination
copy good ?
Process order from professors
Y N

Order Books from publishers

Receive Books

Figure 6. New Textbook Ordering Process.

1998 Glenn H. Mazur ISQFD ’98 - Sydney

Table 7. Task Deployment Table for New Textbook Ordering Process (excerpted).
What Who When How How much Why
Web Site New Web Per Week New Computer 80% new at be- To improve com-
Updated people gin. of each Se- munication info.
mester
On-Line Or- New Web peo- 1 time per day On computer 100% orders To offer different
dering Proc- ple at least processed ways to commu-
essing nicate
Collect info on Textbook sec- Per week Fax, Mail, Depends on sub- To create the list
books from retary computer ject
publisher
Update info. on Textbook 3 Months be- On computer Drastically To improve the
appropriate Manager fore the se- transmission of
order sheet mester begins information

Conclusion
Small and Medium Enterprises often lack the time and manpower to implement complicated strategic
plans. The activities outlined above took place over three months by one team of seven. The strategy por-
tion of the TQM course comprised one week out of the thirteen, so approximately three class hours and
six contact hours with Ulrich’s took place. The simple, visual tools of TQM can be effectively employed
by SME managers with little training. The results of a systematic clarification of strategic organizational
objectives and dissemination of specific actions tied to the objectives, combined with time deadlines and
clear metrics is a powerful one. As the SME grows to need more powerful analytic tools to continue its
strategic drive, rest assured the quality movement has more to offer. Readers are directed to the bibliogra-
phy to explore additional tools and methods such as Quality Function Deployment, Hoshin Planning
(Policy Management), Theory of Constraints, Systems Thinking, New Lanchester Strategy, among others.
All of these topics can be immediately accessed through the author’s web site at the University of Michi-
gan at http://www.mazur.com or by contacting the author at glenn@mazur.com or by fax at +1 (734) 995-
3810.

Acknowledgements
While the above methods have been succinctly portrayed in a way that a small group of SME managers
can easily implement them, they in no way diminish the hard work put in by the University of Michigan
College of Engineering students in the Fall of 1997 and Winter of 1998. I am indebted to the efforts of
Carlos Abraham, Camelia Arnou, Gary Blasen, Jeremy Brochtner, Yao-Wei Fu, Joseph John Joshua,
Jerome Paye (Fall, 1997) and Sandro Baldini, Bhavesh Desai, Michael Fry, Kelly Osburn, and Thomas
Percy (Winter, 1998) who gave their permission to me to publish their work on the internet and in this
paper.
1998 Glenn H. Mazur ISQFD ’98 - Sydney

We are all indebted to the management and staff of Ulrich’s Bookstore, Dave Richard, Joe Cusumano,
and Sue Zellers for their willingness to open up their doors to stranger students and their professor and
their minds to strange ideas. The competitive and business pressures on a small business these days are
immense, but I believe it will be those who have both the flexibility to try new things and the insight to
manipulate them to their best advantage who will succeed. The management and staff at Ulrich’s is to be
congratulated for both what they gave and what they received from our students. And for their willingness
to allow this information about their operations to be published on the internet, as well. Thank you.

About Glenn H. Mazur

Glenn Mazur has worked extensively since 1982 to disseminate the very best of Japanese strategic and
product development methods throughout the West. He and his staff at Japan Business Consultants, Ltd.
have translated nearly every major text pertaining to Quality Function Deployment (QFD) and Hoshin
Kanri (Policy Deployment). As Executive Director of both the North American QFD Institute and the
International Council for QFD, Chairman of the North American Symposia on QFD and member of the
Scientific Board of the International Symposia on QFD, he continues to research and disseminate the best
practices to organizations world wide. As a member of the Faculty of the College of Engineering at the
University of Michigan, he brings the same to both undergraduate and graduate students alike through on-
campus lectures, off-campus video courses, and his acclaimed Virtual TQM Course Pack on the World
Wide Web (http://www.mazur.com). In addition to several industry-specific training manuals and numer-
ous papers on QFD, he has just authored a book on Policy Management. Mazur is a 1998 Recipient of the
Akao Prize for Excellence in QFD.

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