Empowering Local Government Frontline Services - Mo Baines.pdf
Presentation Toolkit for Business Work
1. 1
TQM System Model
Customer Focus
Planning
Process
Total
Involvement
Process
Improvement
Process
Management
Continuous
Improvement
2. 2
Affinity Diagram
An affinity diagram is a tool to
organize brainstorming ideas and
large amount of data in a group Affinit
y
Affinit
y
Customer
Complaints
Customer
Returns (%)
3. 3
Breaking Set (Adding new ideas)
A technique used to generate additional ideas related to those already defined
1 Adapt?
How can this idea used as is?
What are other uses or other ideas like this?
2 Modify?
Change of meaning, material, smell, color, form,
shape, etc.?
3 Magnify
Add any ingredients?
Duplicate, multiply or exaggerate?
4 Minimize?
Split up?
Take something out?
5 Substitute?
Who else, where else or what else?
Other material, process, place or approach?
6 Rearrange?
Interchange parts?
Other layouts, sequence or patterns?
7 Reverse?
Transpose positive and negative?
Turn opposite or backward?
8 Combine?
Combine parts and ideas?
How about blend?
4. 4
Paired Comparisons
Paired comparison is a method to prioritize a number of alternatives and to achieve group consensus at the end of a brainstorming
meeting
Option Avs.B
Avs.C
Avs.D
Avs.E
Bvs.C
Bvs.D
Bvs.E
Cvs.D
Cvs.E
Dvs.E
Total
Option A
Option B
Option C
Option D
Option E
6. 6
Fishbone Diagram (Cause and Effect/Ishikawa)
Ishikawas illustrate multiple levels of potential causes (inputs) and ultimate effects (outputs), of problems or issues that may arise
in the course of business
Description 1
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Cause Effect
Problem /
Quality Characteristic
Effect that needs
improvement
7. 7
Priorities Matrix
The Prioritization Matrix helps to rank problems or issues by a particular criterion that is important to the organization
Frequency Importance Feasibility Total Points
Description 1
How frequently does the
problem occur?
Sum up all the votes
Description 2
What are the problems
that you want to resolve
first?
Description 3
Is it realistic that we can
resolve this problem?
…
…
…
Rank/Vote:
Each participant now votes three times for
each criteria and nine times in total
8. 8
GanttSep Oct No
v
De
c
Jan Feb Mar Apr Ma
y
Jun Jul Aug Sep
Description 1
Description 2
Description 3
Description 4
…
…
Communicatio
n
… Pilot Rollout – Ends in July
Approval
s
Multiplier Plan
Implementation
…
…
…
Milestones
PRTM
Complete
Assessment
Recommend Appr.
Governance Structure
…
…
…
Median
Correctio
n
9. 9
Gantt
Q4
FY11
Q1 FY12 Q2 FY12 Q3 FY12 Q4 FY12
Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep
Description 1
Description 2
Description 3
Description 4
…
…
Communicatio
n
… Pilot Rollout – Ends in July
Approval
s
Multiplier Plan
Implementation
…
…
…
Milestones
PRTM
Complete
Assessment
Recommend Appr.
Governance Structure
…
…
…
Median
Correctio
n
10. 10
Root cause Analysis (RCA)
Root cause analysis is a class of problem solving methods aimed at identifying the root causes of problems or events
No. Possible Cause Weight
1 Cause 1 50%
2 Cause 2 35%
3 Cause 3 25%
No. What? How? Who? When? Status
1 … … … …
2
3
Text
Cause 1
50%
Cause 2
35%
Cause 3
25%
Cause xx
xx%
11. 11
Opportunity Analysis
This offers the opportunity to evaluate a list of options against goals and resources and to decide what to do first
Goal/Attribute
Importance Ability to complete
Low Medium High Low Medium High
Goal 1
Goal 2
Goal 3
Goal 4
Goal 5
12. 12
Failure Mode Effect Analysis (FMEA)
Process Name Process Number
Date:
Revision:
Failure Mode
A) Severity
Rate 1-10
10 – Most Severe
B) Probability of
Occurrence
Rate 1-10
10 – Highest Probability
C) Probability of
Detection
Rate 1-10
10 – Lowest Probability
Risk Preference
Number (RPN)
A x B x C
1) Xxxxx 5 4 3 60
2) Yyyyyy
3) …..
13. 13
Project Management – Phase Model
General Overview of all activities during project execution
Project
Definition
Project
Planning
Project
Management
Project
Conclusion
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14. 14
Roadmapping
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Q1 FY11
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• Bullet Point
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• Bullet Point
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• Bullet Point
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15. 15
Roadmapping
Q1 FY11 Q2 FY11 Q3 FY11 Q4 FY11
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17. 17
Waterfall Model
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18. 18
Cycle Diagrams
Example
Text
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23. Document the Services
Offshore Landscape –
Work Complexity,
Topography and Measures
Center
Framework
Assessment – Key
components of
managing a center
Assessment and
Identification of
Issues
Execute Initiatives
•Obtain resources and
executive support
•Select Core Team
leaders, core team;
develop workplans
and milestones;
execute
Problem Statement and Objective
Improve Offshore Productivity
zzzzza
xxx
Improve Productivity measures by x%
Staff Turnover leading to Productivity and Tenure loss
Increased market activity in LCG locations
High Career Aspirations – Larger mix of young talent base
Opportunity to Secure Talent, Increase Tenure and Enhance Center Maturity
Problem Statement
Objective
24. Preliminary Assessment of Benefit vs. Time to
Implement
High
Low
Med
.
12+
months
0 -6
months
6 – 12 months
Time to Implement
LevelofBenefit
2
3
6
7
4 5
1
Note - Assessment is largely direction based on preliminary SWOT analysis conclusions
1. Trainee Program
2. Retention Model
3. Career Growth Framework
4. Methods & Procedures
5. Governance & Leadership
6. Employment Value Proposition
7. Specialize Centers
Details provided in
the following
section
India : Current - 2.2 yrs/ Target – 3.5 years
Attrition Target – India Current : 19 12 / Arg: 23 16
Average Tenure data
Understand you are in the process of updating this slide. Based on some of the data we discussed today a problem statement that says something like the following might be applicable:
Offshore centers solve fewer cases per FTE and take longer to solve minor cases than the global average. Centers also receive lower CSAT scores than their peers.
Employee retention in Argentina and India in particular are in the 20% range contributing to lower productivity but also to higher costs for training, onboarding and recruiting
The objectives(based on the problems identified) is to increase center productivity as defined by the following performance indicators: TTR, backlog, CSAT, Cases closed / FTE, etc…
Slide Objective:
There are both long term and near term initiatives/activities currently underway. Attention needs to be prioritized. This slide highlights one near term initiative to be worked