BPMSCriticalIssues.ppt

CriticalIssues OperationalDefinitions BusinessProcessManagement 3 2 CriticalIssues SpanUnits Scale ProcessOutputMeasure CTCIssues ScorecardstoManageResults IndicatorsofProcessPerformance CoreandEnablingProcesses Critical to CustomerOutputs CustomerFocusedObjectives C S I P O Whatarethecustomers criticalissues Whataretheoperationaldefinitions 3 3 EstablishingaFactualFoundation CustomerVoices OperationalDefinitions CTQ 3 4 WhatisaCustomerVoice Definition anindividualstatementofacustomerproblemorissue amajorneedthatisnotbeingfulfilled 3 5 EquipmentInformationMethodsEnvironmentPeopleMeasures ProcessOutputs FocusonProcessOutputs Whatcustomerexpectationsarenotbeingmet DAVE 3 6 AffinityCharting UsetheAffinitychartingprocesstotranslate prioritizeCustomerVoicesintoCriticalCustomerIssues Question Groupvoicestoclarifyrelationships ChosethestrongestvoicesandWriteCTQOperationalDefinitions Writeandunderstandcustomervoices Agreeonthebrainstormingstatement Voice 3 7 QUESTION Step1 DetermineBrainstormingQuestion Preparelargechartpaperasneeded Usinglargeblackmarker writetheme questioninBLOCKLETTERSinupperleftcorner Whenwedonotmeetcustomerexpectations customerssay 3 8 Step2 WriteCustomerVoices Itisokayifthevoicestatementsarenotwrittenperfectly Theywillbeimprovedlater Theconceptsbehindthevoicestatementsarewhatisimportant Youareanadvocateforyourmostimportantcustomers Youareexpressingdiversityofvoicesfromyourcustomers perspectives voicesthatdonotimplyasolution onlyaproblem PleaseWorkinSilence 3 9 WritingCustomerVoices OneideaperStickyNoteCompletesentences thoughtsSpecificDescriptionsFactualLanguage notjudgmentalLargeCharactersMulti valuedLanguageStickysideontop 3 10 JudgmentalVoiceFactualVoiceJoe scarhasnotfailedinthefiveyearshe sownedit Joe scarisgreat Joe scargets40mi galJoe scarhasnotrustedineightyears Thisproductachieved85 marketshareinyearone ThisisoneofourThisproductserves16differentbestproducts marketsegments Thisproductuses8partsinsteadoftheusual27 Judgmentalvs FactualLanguage 3 11 1 PlaceallNotesontheleftsideoftheFlipchart2 MoveeachNoteincenterofFlipChartAuthorofeachNoteexplainsmeaning ifitisunderstoodbythegroup moveNotetorightCompletethisprocessforallnotes Step3 ClarifyMeaningofeachNote 3 12 Step4 GrouptheNotes PlaceallunderstoodNotesrandomlyontheFlipchartWorkingsilentlyatfirst arrangetheNotesintosmallsubgroupsbasedontheirsimilarity affinity 3 13 HowtoGrouptheNotes 1 Itisimportantforeverygroupmembertoparticipate itisokaytorearrangeothers groups 2 Beforegrouping everyoneshouldreadeachNote severaltimes 3 TrytocreateamentalimagefromthewordsontheNote4 Obtainthemeaningfromtheimage ratherthenthewords Thenfindthecommonthread 5 TrytolistentothewordsontheNotewithoutprejudice6 Relyonintuition gutfeeling ratherthanlogic forgrouping7 SomeNotesmaynotgroup Theybecome lonewolves 3 14 Step5 SummarizeCustomerVoices 1 ReviewallnotesandgroupsontheAffinitychart2 Eachteammember usingaredpen placesainthelowerrightcorneroftheimportantnotes3 Ifanotehasa readitbutdon taddanother4 Takeoff butsave allnoteswithouta 1 ReviewallnotesandgroupsontheKJchart2 Eachteammember usingaredpen placesainthelowerrightcornerofanynotehe shethinksismostimportant 3 Ifanotehasa readitbutdon tadd4 Takeoff butsave allnoteswithouta A B 3 15 Step5 Summarize continued Eachteammemberselectsthenotethatisthemostimportant asthecustomeradvocate Whenallteammembershavechosenonenote eachwilltaketurnsexplaining describingtheirrespectivechoice Whenallmembershavediscussedtheirchoices theneachwillchooseonemorenote againexplainingthereasonsforthechoice Removebutsaveallremainingnotes C Voice Choosemeplease 3 16 Step6 OperationalDefinitionDefiningtheMeasureoftheCTCIssue DefinitionAnoperationaldefinitionisaprecisedescriptionthattellshowtogetavalueforthecharacteristicyouaretryingtomeasure Itincludeswhatsomethingisandhowtomeasureit PurposeToremoveambiguityEveryonehasthesameunderstandingToprovideaclearwaytomeasurethecharacteristicIdentifieswhattomeasureIdentifieshowtomeasureitMakessurethatnomatterwhodoesthemeasuring theresultsareessentiallythesameUsesamulti valuescaleMinimizesmeasurementerror 3 17 Two Valuedvs Multi ValuedLanguage TwoValuedMulti Valued ManORWoman OnOROff 25 4C 38 6Seconds CostsarehighCostsare5