1. Recognize and Overcome Resistance Deliverable 4D

2. Define Module Roadmap Define 1D – Define VOC, VOB, and CTQ’s 2D – Define Project Boundaries 3D – Quantify Project Value 4D – Develop Project Mgmt. Plan Measure 5M – Document Process 6M – Prioritize List of X’s 7M – Create Data Collection Plan 8M – Validate Measurement System 9M – Establish Baseline Process Cap. Analyze 10A – Determine Critical X’s Improve 12I – Prioritized List of Solutions 13I – Pilot Best Solution Control 14C – Create Control System 15C – Finalize Project Documentation Green 11G – Identify Root Cause Relationships

6. Assessing Project Support

11. A.R.M.I. Diagram

14. Project Roles & Responsibilities Before Project During Project After Project Project Champion Participate in Black Belt/Green Belt Selection process Participate in Drafting Project Charter Black Belt or Green Belt Participate in Drafting Project Charter Select team members Provide direction and guidance Regularly review team progress Run interference Make resources available Drive Six Sigma Process Manage Project team Lead meetings Serve as liaison with MBB, champion(s), and stakeholders Keep records Provide ongoing support for implementation Ensure solution is trans- ferred to Process Owner Ensure monitoring Preserve lessons learned Oversee replication See that documentation is completed and lessons captured Monitor implementation if appropriate Use improved methods

15. Project Roles & Responsibilities, (Cont.) Before Project During Project After Project Team Members Master Black Belt Participate in meetings Carry out assignments Help with team tasks and logistics Contribute knowledge and expertise Learn necessary skills and methods Provide expert guidance and coaching to team leader and members on skills and methods Help the team gather and interpret the data Help Champion & Black Belt prepare for reviews Assist Black Belt Help draft charter Use improved methods Provide guidance as needed

16. Project Roles & Responsibilities, (Cont.) Process Owner Provide direction and guidance Review team progress Might be a team member Own ongoing maintenance of solution Own execution of Process Control Plan Identify further improvement opportunities Before Project During Project After Project Assist in identifying potential projects and team members Team Resource Attend occasional team meetings as warranted Own/maintain portion of ongoing solution as warranted Does not attend all team meetings N/A

17. Project Roles & Responsibilities, (Cont.) Implementation Coordinator Be aware of team progress and participate in team meetings as warranted As project reaches Control Phase, provide heavy assistance to Implement improvements in Process Area Own/maintain portion of ongoing solution as warranted Before Project During Project After Project Through all phases, assist Belt leading team with gathering and validating process data Participate in team meetings as warranted Data Coordinator Own/maintain portion of ongoing solution as warranted Gather baseline data as applicable. N/A

18. Organizational Context for DMAGIC Projects Finance Executive Leadership Black Belt or Green Belt Team Members Process Owner Director – Org. Services Master Black Belt Champion (Project Sponsor ) Implementation Coordinator, Data Coordinator, & Resources

19. Deliverable 4: Define ; A.R.M.I. Key Stakeholders Define Measure Analyze Improve Control John M M M M M Paul A A A A A George R M M R R Ringo I R I I I A - Approval of team decisions outside their charter/authorities, i.e., sponsor, business leader. R - Resource to the team, one whose expertise, skills, “clout” may be needed on an ad-hoc basis. M - Member of team, with the authorities and boundaries of the charter. I - Interested party, one who will need to be kept informed on direction, findings, if later support is to be forthcoming. Project Phase 15 Deliv template.ppt

20. Faces of Resistance

27. Stakeholder Analysis

29. Stakeholder Analysis Stakeholder Analysis.xls

32. Example Stakeholder Analysis Stakeholder Analysis.xls

33. Influence Strategy

34. Influence Strategy Influence Strategy.xls Try to identify and address any real or perceived “sense of loss” due to the project.

35. Tools to Address Resistance

38. Personality Style Quadrants Analyst (Analytic Cognitive) Commander (Driver, Behavioral) Performer (Expressive, Affective) Adapter (Amiable, Interpersonal) Open (High Reveal) Controlled (Low Reveal) Tell/Do (High Action) Think/Act (Low Action)