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Process Performance:Roadmap to Better Results

October 10, 2013

Thank you for

attending. We willbegin at 10:30 a.m.

(Central Time)

Audio is available

through your

computers speakers

or through direct

dial-in

If you have technical

questions or need

assistance contact

GoToMeetingcustomer support at:

(888) 259-8414 or

+1-805-690-5751


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22013 APQC. ALL RIGHTS RESERVED.

Housekeeping

Audio is available through your computer speakers orthrough dial-in. All lines are muted.

You can submit questions/comments at any time. We willaddress all questions during the Q&A session at the end oftodays presentation.

Links to the slides and recording will be made availableand sent to all attendees via e-mail.


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Process Performance:Roadmap to Better Results

Business Excellence Webinar

October 10, 2013


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Webinar Presenters

APQC

Chris Gardner, senior advisor

Travis Colton, senior consultant

Intel Corporation

Tom Jefferson

Mike Dugas

Abbvie

Dave Birkford


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APQC

APQC is a member-based,

501(c)3 nonprofit specializing

in benchmarking, measurement, process

improvement, knowledge management.

APQC helps organizations use tools and

techniques to rapidly identify, prioritize,and execute successful process

improvement initiatives.


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Process The Big Picture

Making

processes flowsmoothly

Process is how we do work!

1. A process is enabled through people and technology

2. Improved performance is from improving processes


7/2672013 APQC. ALL RIGHTS RESERVED.

The Seven Tenets:Core to Process Management

Proven practices of high performing,process-managed organizations

Guiding principles enable strong process capability



Please rate the effectiveness of yourorganizations process improvement

initiatives.

1. Excellent

2. Good3. Fair

4. Poor



Step 1: Understand Value Creation

Start at the strategic level

Cascade downward throughoutthe organization

Enterprise-level strategies

Operating unit objectives

Processes and programs

Staff activities

Have accompanying measures for eachcomponent of the value chain.



Value Path

Production cycle

time Production error

rate

Process

Performance

% on time

delivery

First time quality

yield

Business Outputs

Greater schedule

adherenceImproved product

quality

Business Goals



Step 2: Identify Performance Gaps

Current Level of Performance

Targeted Level of Performance



Performance Assessment



Best Practices

Best practices are methods and techniques

that consistently produce results superior toother methods.

A best practice is used to achieve superior

performance.

Remember:

No best practice is best for everyoneor every situation.

No best practice remains best for very long

People keep finding better ways to do things.



How does your organization set

performance targets?

1. External

comparators2. Internal

historic data

3. Both internaland external

sources



Practitioner Discussion

Tom Jefferson and Mike DugasIntel

Dave BirkholdAbbvie

Topics

What have been the main factors that has causedyour organization to use benchmarking as part ofyour process improvement efforts?

What are the two main benefits or value that has

been derived from this work?



Step 3: Execute Improvement Initiative



Scoping the Process Improvement

A. Be specific B. Scope creep!

C. In and out D. Expectations



Excitement

Anticipation

ConfusionFrustration

ReservationDenial

Ending Transition Zone New Beginning

UncertaintyUncertainty

SkepticismSkepticism

Adapted from Managing Transitions,

Creativity

Innovation

AnxietyResistance

Confusion

Accomplishment

High EnergyLearning

ReliefUnsure

Ambivalence

ExplorationExploration

CommitmentCommitment

Understanding & Managing the Change



Which is the most crucial element forsuccess with improvement initiatives?

1. Good planning

2. Effective

monitoring and

proper

adjustment

3. Good change

management



The Cost of Not Knowing



Roadmap to Improving Performance

Benchmarking, Best Practice, and Process Assessments help organizations

define the opportunity and develop a roadmap to top performance

Making best practices your practices help eliminate unnecessary activities,

simplify and standardize processes and leverage automation

opportunities to drive towards top performance

Move to Top

Performance

Benchmarking

Best Practice

Assessment

Determine the

Opportunity

Process

Improvement

Process

Assessment

Adopt Best

Practices


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Cost of Not Knowing

Good decision making starts with credibleinformation (e.g., benchmarking content).

Know where to focus your improvement

initiatives.

Reduce the risk of false starts

and misdirected effort.

Know where and how to openthe door of breakthrough

improvement and long-term

business success.


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Assessment Survey

Understand your organizations ability toobtain information to support improvement

initiatives. Take APQCs self-assessment survey.

www.apqc.org/custom-benchmarking-services
http://www.apqc.org/custom-benchmarking-serviceshttp://www.apqc.org/custom-benchmarking-serviceshttp://www.apqc.org/custom-benchmarking-serviceshttp://www.apqc.org/custom-benchmarking-serviceshttp://www.apqc.org/custom-benchmarking-serviceshttp://www.apqc.org/custom-benchmarking-services


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Questions?


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Houston Texas 77024-7797

1-713-681-4020

1-800-776-9676

www.APQC.org
http://www.apqc.org/http://www.apqc.org/


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Thank you!

performance improvement webinar 2013-10-10 1

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