context process qfd management quad charts planning proposing © tesseract management systems /...

Context

Process QFD

Management

Quad Charts

Planning

Proposing

© Tesseract Management Systems / Managing by Design / 2002 - 1

PROCESS OWNERSHIP

This set of slides is intended to help explain to a group the nature of process ownership and what it involves in practice. The presentation provides a means for people to actively consider their own plans for developing the role of process ownership in their own environments.

The slide on process management is further expanded in the ‘Process Management’ slide set.

Please do not attempt to use these slides as part of a presentation until you have read and fully understood the relevant sections of ‘Managing by Design’, you know how each slide builds, and you are clear on the points you wish to make with them

Context

Process QFD

Management

Quad Charts

Planning

Proposing


PROCESS OWNERSHIP

ProcessTargets &Objectives

Process Owner& Process Team

Measures

Our ProcessInternal

& ExternalCustomers

ImprovementProjects

Context

Process QFD

Management

Quad Charts

Planning

Proposing


THE CONTEXT OF PROCESS OWNERSHIP

Process Team

Company Management Team

Dear organisation this is what we need to do this year

Well, if you have to meet that, then we will need to perform like this.

Great, we’ll take responsibility for ensuring we meet those targets.

Quadrant ChartReportingPerformance Trend

Analysis Actions

Yes, if all the teams do what they say, we can meet it

CONTRIBUTION SHEETSC Objective:Process:

ContributionProcess Process PerformanceObjective Measure Target



1. Process QFD 2. ManagingProcess

Ownership

Context

Process QFD

Management

Quad Charts

Planning

Proposing


PROCESS QFD

How the QFD Cascades (Theory)

OBJECTIVES

PROCESSES

ORGANISATION QFD

PROCESSES

LOCAL PROCESS MAP

SUB-PROCESSES

OBJECTIVES

SUB

ORGANISATION QFD

PROCESS QFD

Context

Process QFD

Management

Quad Charts

Planning

Proposing


PLANNING THROUGH PROCESS QFD

And then manage your process to deliver that potential!

?1

Review your objectives to reflect new top-level QFD & changes in customer requirements

?2

Reconsider your measures and targets to reflect your objectives, and the needs of your customers ?3Reflect new understanding about your process and your objectives in your model of sub-processes

?4

Explore the relationships to develop a clear picture of what your sub processes need to deliver

?5

Set sub-process targets and improvement initiatives to fulfil the potential of your process

Context

Process QFD

Management

Quad Charts

Planning

Proposing


Measure

Material OT @ POU

Supplier DOH (RM)

OT to CustomerRequest

Value Add PerEquivalent Head

New InitiativesImplemented

Process StepsReduction

Skills MatrixCoverage

Gross Profit %

ITO

Audit PlanCoverage

Target

85%

30 Days

80%

60K Dfl

6

60

100%

35%

9

7

Ranking 147 71

Wt.

Manage MaterialSupply Effectively 5Manage Customer Expect-ations & Requirements 5Effectively Plan Manufact-uring Resources 4Develop New Value AddSolutions & Processes 4

Develop Technical &Management Skills

Manage Finances 2

Ensure Compliance 2

3

3

Develop & Improve BusinessProcess Tools & Systems

Pla

nn

ing

& In

ven

-to

ry M

anag

emen

t

Dev

elo

p &

En

able

Peo

ple

Res

ou

rce

Pro

ject

Man

agem

ent

Pu

rch

asin

gP

roce

ss

Qu

alit

y M

anag

e-m

ent

Sys

tem

Ass

emb

le &

Tes

t

Rec

eivi

ng

&D

istr

ibu

tio

n

Pla

n &

Co

ntr

ol

Fin

ance

s

Man

ufa

ctu

rin

gS

up

po

rt

144 126 105 96 85 83 72

Leovan den Heuvel

DietmarHarteveld

PaulJung-

schlager

HenkLeijten

JohanVerhoeven

Hansvan der

Klift

RaymondKorving

JaccoGroene-

veld

JelleStruijk

Leo van den Heuvel

Henk Leijten

PaulJungschlager

Hans vander Klift

DietmarHarteveld

JohanVerhoeven

DietmarHarteveld

JaccoGroeneveld

Leo vanden Heuvel

JohanVerhoeven

ObjectiveMeasureOwner

Process Manager

Top Level QFD

REVIEWING YOUR OBJECTIVES

?1

Customers/Suppliers

Context

Process QFD

Management

Quad Charts

Planning

Proposing


REVIEWING YOUR MEASURES & TARGETS

?2Measure

Material OT @ POU

Supplier DOH (RM)

OT to CustomerRequest

Value Add PerEquivalent Head

New InitiativesImplemented

Process StepsReduction

Skills MatrixCoverage

Gross Profit %

ITO

Audit PlanCoverage

Target

85%

30 Days

80%

60K Dfl

6

60

100%

35%

9

7

Ranking 147 71

Wt.

Manage MaterialSupply Effectively 5Manage Customer Expect-ations & Requirements 5Effectively Plan Manufact-uring Resources 4Develop New Value AddSolutions & Processes 4

Develop Technical &Management Skills

Manage Finances 2

Ensure Compliance 2

3

3

Develop & Improve BusinessProcess Tools & Systems

Pla

nn

ing

& In

ven

-to

ry M

anag

emen

t

Dev

elo

p &

En

able

Peo

ple

Res

ou

rce

Pro

ject

Man

agem

ent

Pu

rch

asin

gP

roce

ss

Qu

alit

y M

anag

e-m

ent

Sys

tem

Ass

emb

le &

Tes

t

Rec

eivi

ng

&D

istr

ibu

tio

n

Pla

n &

Co

ntr

ol

Fin

ance

s

Man

ufa

ctu

rin

gS

up

po

rt

144 126 105 96 85 83 72

Leovan den Heuvel

DietmarHarteveld

PaulJung-

schlager

HenkLeijten

JohanVerhoeven

Hansvan der

Klift

RaymondKorving

JaccoGroene-

veld

JelleStruijk

Leo van den Heuvel

Henk Leijten

PaulJungschlager

Hans vander Klift

DietmarHarteveld

JohanVerhoeven

DietmarHarteveld

JaccoGroeneveld

Leo vanden Heuvel

JohanVerhoeven

ObjectiveMeasureOwner

Process Manager Top Level QFD


Analysis Actions

Trend

Customer Need

Aspiration

Context

Process QFD

Management

Quad Charts

Planning

Proposing


REVIEWING YOUR SUB-PROCESSES

?3Existing Models

Boundary Challenges

Logic

Context

Process QFD

Management

Quad Charts

Planning

Proposing


REVIEWING THE RELATIONSHIPS

?4Voting

Potential Benchmarking


Analysis Actions

History

Context

Process QFD

Management

Quad Charts

Planning

Proposing


REVIEWING YOUR INITIATIVES

?5Quadrant ChartReportingPerformance Trend

Analysis Actions

ProblemSolving

Ideas

Current Plans

Context

Process QFD

Management

Quad Charts

Planning

Proposing


THE CONTEXT OF PROCESS OWNERSHIP

Process Team

Company Management Team

Dear organisation this is what we need to do this year

Well, if you have to meet that, then we will need to perform like this.

Great, we’ll take responsibility for ensuring we meet those targets.


Analysis Actions

Yes, if all the teams do what they say, we can meet it





1. Process QFD 2. ManagingProcess

Ownership

Context

Process QFD

Management

Quad Charts

Planning

Proposing


PROCESS MANAGEMENT

Initiatives

OLDOLD NEWNEW

PriorityActions

Improvement Projects!

A successful company

QFDTargets

Processes

TargetPerformance

IdentifiedDeficiencies

Context

Process QFD

Management

Quad Charts

Planning

Proposing


OLDOLD

PROCESS MANAGEMENT

Quadrant ChartReporting

NEWNEW

TrendPerformance

ActionsAnalysis

Context

Process QFD

Management

Quad Charts

Planning

Proposing


THE CULTURAL SPECTRUM

Knowledge and desire to ensure “delight”

Systematic focus on customer

satisfaction

Clear desire to satisfy

customers

Customer awareness is evident

Largely task rather than role

focus

A clearly designed

value set is evident

C’hensive standards rigorously

prosecuted

Standards exist and

are actively pursued

A direction is evident but goals

are unclear

Value set, if any, largely depends on individuals

Developm’t designed into work patterns

System of growth thru’ challenge &

coaching

Clear effort to involve,

support and encourage

Effortlargely a result of observed

deficiencies

No serious attempt to address

developm’t

All process deliberately designed to “perform”

Key/critical processes have been “designed”

Processes have been mapped & developed

Some clear document’g and control of process

Concept of processes

is not evident

All activity consciously analysed & modelled

Rigorous prediction &

trending invoke PSD

Measured deviations are clearly analysed

Perform’ce objectively

monitored & recorded

No objective

perform’ce monitors

Systematic improvem’t of overall “fitness”

“Fitness” is understood & steadily improved

Clear strategy for improving perfom’ce

Improv’ts take place on an ad-hoc basis

There is no clear

planned improvem’t

How good do we want to be in all this?

Context

Process QFD

Management

Quad Charts

Planning

Proposing


THE MANAGER’S ROLE IN PROCESS OWNERSHIP

You are responsible for demonstrably:

Ensuring the needs and issues of all your Customers are clearly defined and understood, and that your people are systematically finding new ways to serve them better

Establishing a common value set, and building real commitment to clear targets for the improvement of your process’ performance

Developing your people’s abilities and attitudes in a planned and productive manner, through a clearly defined programme of challenges, experiences, team involvement, and training

Ensuring all the processes which effect performance are responsibly developed and designed , using methods which aid collective involvement and disciplined thinking

Ensuring process performance is measured objectively using trends and gap analysis to drive a disciplined approach to solving current or potential performance issues

Developing plans to monitor and improve all of the above, and to achieve attainment of the higher levels of the cultural spectrum.

And delivering clear business benefits as a result of the above.(are you up to it?)

Context

Process QFD

Management

Quad Charts

Planning

Proposing


QUADRANT CHARTS

Quadrant ChartReporting

Trend How are we faring against target?

AnalysisWhat is at the root of our performance issues?

Actions What is our plan for correcting things?

Making the management thinking process visible!

PerformanceWhat are our critical success factors?

Context

Process QFD

Management

Quad Charts

Planning

Proposing


PROCESS MANAGEMENT – THE STEPSHow are we going to ensure it happens?

Understanding the process:

Measure current performance against targets

Hold I/O discussions and develop a process map

Create a local QFD

Put management in place:

Create a schedule of meetings and reqd. preparation

Produce and maintain a process quadrant chart

Drive performance:

Prioritise performance deficiencies for attention

Address deficiencies through disciplined methods

Regularly review/address progress

Coach and support staff

Consistently!

Context

Process QFD

Management

Quad Charts

Planning

Proposing


Nov Dec Jan Feb Mar

SO WHEN WILL WE HAVE THESE THINGS IN PLACE?

Think through the plan for implementing systematic management of your process and set dates/owners for it

Measure current performance vs. targetsHold I/O discussions and develop a process mapCreate local QFD

Create meetings schedule and required preparationProduce and maintain a process quadrant chartPrioritise performance deficiencies for attentionAddress deficiencies by disciplined methodsRegularly review/address progressCoach and support staff

Context

Process QFD

Management

Quad Charts

Planning

Proposing


In your syndicate group:

Think back over the key things that you need to implement to establish a healthy systematic routine for executing your Process Owner responsibilities

Agree as a syndicate, a rough plan of activities to establish this in the next 6m

Identify clearly the support and guidance you believe you will need in this work

Be prepared to feed back your conclusions

SO WHAT EXACTLY WILL YOU (AS PROCESS OWNERS) DO?

ProcessQFD

Map the Processes

Produce Q4 Charts

Establish Measurements

Train Team in Problem Solving

Set Target Performance

Analyse Gaps in Performance

Implement Mgt routines

Determine Improvement

Priorities

Set up Problem Solving Teams

Set up Process Team

Develop Forward Plan

Train Team in Systematic Mgt

Meet Process Customers

Link Process to Appraisals

Determine Team Roles

Review Progress

Context

Process QFD

Management

Quad Charts

Planning

Proposing


TERMS of REFERENCE(Process Proposals)

Process Objectives:Related Proc Target Measure

Business Benefits:Likely Strategies Deliverables Cost

Assumptions/Implications:

Outputs Customers Inputs Suppliers

Process:Owner:Team:Scope of Process & Probable Key Elements

Process Proposal

Top QFD

Context

Process QFD

Management

Quad Charts

Planning

Proposing


What makes a good ‘Terms of Reference’?

Clarity - unambiguous and specific (SMART)?

Logical - clearly linked to ensure higher objectives?

Focus - aimed at doing the most appropriate things?

Challenging - taking full opportunity for advantage?

Practical - well thought out steps to make it happen?

Comprehensive - covering all the areas it should?

Concise - brief but answering all the key questions?

Ordered - leads reader through well written points?

Confident - provides a sense that it will happen?

Common format - easy to find what you’re seeking?

PROCESS EMPHASIS!!!

ToR CRITERIA

Context

Process QFD

Management

Quad Charts

Planning

Proposing


The following slides contain cards that can be used in support of the planning syndicate as outlined on slide 19

context process qfd management quad charts planning proposing © tesseract management systems /...

Documents

process slide

process management slide

process ownership slide

process qfd2

role of process ownership

nature of process ownership

qfd changes

slide builds