Agenda and principles of process management
AGENDA
• Principles of process management
• An Interpretation of control chart
• Using data to drive improvement
• An introduction to performance data: Tools for data analysis that work
• Control chart : highlighting variance in data
• Understanding variance
• control chart special cases
• strategies to deal with special caues and common couse varition
• using data to drive improvment
• a structure for performance management
THE DEFINITION OF A PROCESS
"All of the actions, both value. creation and non-value creation. required to bring a product from concept to launch and from order to cash collection. These include actions to process information from the customer and actions to transform the product on its way to the customer.”
Effective management has three branches
Building on Deming, Brian Joiner argues that effective management has three axes:
Quality from the customer's point of view
Understanding the process
Working as a team to improve
Quality from the customer's
point of view This is the 'Voice of the Customer'
Understanding key customers and customer segments
What characteristics are most important to multiple customers and how (if any) each step in the process adds value to the end user?
Understand the value chain that creates and delivers products and services
Understand how effectively your organization operates as a system, and how employees fit into (the culture)
THE VOICE OF THE CUSTOMER
It is useful to analyze customers as:
• Current customers
• Former customers
• Competitors' customers
• Users of substitute products/services
Speak to your customers and everyone who has contact with them. What do they actually value? How do they think you could improve?
Questions in the voice of the customer team
• Who are your main customers?
• What do they really want from your operations?
• Which process features are most important to your customers and how (if any) does each step in the process add value to them?
• How can you improve the process to better serve the customer?
• How effective is your organization's customer value-focused culture?
Operation Management Principles 1
The customer defines the purpose of the operation
Understanding the customer's real requirements in terms of price. Delivery and quality - not what can be saved
Design the process to maximize value for the customer, not around internal processes
The voice of the process
"Nothing happens in a predictable, sustainable way unless you build mechanisms that cause it to happen in a predictable, sustainable way." Brian Joyner Fourth Generation Management
Agenda and principles of process management AGENDA • Principles of process management • An Interpretation of control chart • Using data to drive improvement • An introduction to performance data: Tools for data analysis that work • Control chart : highlighting variance in data • Understanding variance • control chart special cases • strategies to deal with special caues and common couse varition • using data to drive improvment • a structure for performance management
THE DEFINITION OF A PROCESS "All of the actions, both value. creation and non-value creation. required to bring a product from concept to launch and from order to cash collection. These include actions to process information from the customer and actions to transform the product on its way to the customer.” Effective management has three branches Building on Deming, Brian Joiner argues that effective management has three axes:
Quality from the customer's
THE VOICE OF THE CUSTOMER It is useful to analyze customers as: • Current customers • Former customers • Competitors' customers • Users of substitute products/services Speak to your customers and everyone who has contact with them. What do they actually value? How do they think you could improve?
Questions in the voice of the customer team • Who are your main customers?
• What do they really want from your operations?
• Which process features are most important to your customers and how (if any) does each step in the process add value to them?
• How can you improve the process to better serve the customer?
• How effective is your organization's customer value-focused culture?
Operation Management Principles 1
The voice of the process
"Nothing happens in a predictable, sustainable way unless you build mechanisms that cause it to happen in a predictable, sustainable way." Brian Joyner Fourth Generation Management