3. Two Views of an Organization THE WAY WE ARE ORGANISED THE WAY AN ORGANISATION SHOULD WORK SUPPLIERS CUSTOMERS

7. What is a Process? Inputs PROCESS Outputs CUSTOMERS Collect Data Analyze Data Improve Insight Plan Do Check Act How do we Improve a Process?

9. The Three Voices VOICE OF THE CUSTOMER VOICE OF THE PROCESS VOICE OF THE PEOPLE LEADERSHIP

18. Practical Guidelines for Flowcharting Involve people who do the work. Make sure everyone in the team participates. Keep it simple – use shadow boxes.. Treat as working document – subject to constant change and improvement. Generate lots of objective questions. Discuss with others affected by the process (Customers and Suppliers). VOICE OF THE PEOPLE

19. The Customer-Supplier Chain S I P O C Measures Measures Process Map Suppliers Inputs Process Outputs Customers Requirements Requirements VOICE OF THE PEOPLE

20. Value Assessment or Stream Mapping Steps that are considered essential to produce and deliver the product or service to meet the Customers needs and requirements. The Customers are willing to pay for these steps. Steps that are not essential to the Value Flow – but which enable it to operate Steps that are considered non-essential to produce and deliver the product or service to meet the Customer’s needs and requirements. The Customers are not willing to pay for these steps. VOICE OF THE PEOPLE VALUE ADDED WORK NON-VALUE ADDED WORK VALUE ENABLING WORK

26. Example : Cause & Effect Problem: Eg project does not deliver on budget Possible causes Possible causes People Processes Finance Resources Inexperienced Poor communications Late invoicing Cash flow not monitored Change not managed Inefficient Computer network problems VOICE OF THE PROCESS

30. Selecting Solutions: Eliminate Low Payoff Solutions Low High Low High Benefit Eliminate all Low Effort/Low Payoff and High Effort/Low Payoff solutions From further Consideration Effort A payoff Matrix looks at the Relationship of Benefit And effort to reduce the number of Solutions to address PLANNING IMPROVEMENT

32. Aligning the Voice of the Process and the Voice of the Customer TIME SERIES OR SEQUENCE The Voice of the Customer The Voice of the Process What was, what is And what will be BAD GOOD PLANNING IMPROVEMENT

35. The Purpose of Standardisation A D S C A P C A S C D D Improvement Maintenance Maintenance There can be no improvement where are there are no standards HOLDING GAINS A P C D Improvement

38. The FMEA Process IDENTIFY FUNCTIONS IDENTIFY FAILURE MODES IDENTIFY EFFECTS OF THE FAILURE MODES DETERMINE SEVERITY IDENTIFY POSSIBLE CAUSES DETERMINE LIKELIHOOD CALCULATE CRITICALITY IDENTIFY DESIGN OR PROCESS CONTOLS DETERMINE DETECTABILITY FINAL RISK ASSESSMENT ACTION TO REDUCE RISK HOLDING GAINS

40. Continuous Improvement -desirability Vs acceptability Acceptable Acceptable Acceptable Not acceptable Most desirable Less desirable Even less desirable HOLDING GAINS

41. RESULTS IMPROVED LEADERSHIP ENHANCED CUSTOMER SATISFACTION VOICE OF THE CUSTOMER VOICE OF THE PROCESS VOICE OF THE PEOPLE

43. Many Thanks………..