Process Performance: Roadmap to Better Results

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October 10, 2013

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Housekeeping

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Links to the slides and recording will be made available and sent to all attendees via e-mail.
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Process Performance: Roadmap to Better Results

Business Excellence Webinar October 10, 2013

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

Process is how we do work!

1. A process is enabled through people and technology 2. Improved performance is from improving processes
Making processes flow smoothly

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The Seven Tenets: Core to Process Management

Proven practices of high performing, process-managed organizations Guiding principles enable strong process capability

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Please rate the effectiveness of your organizations process improvement initiatives.

1. 2. 3. 4.

Excellent Good Fair Poor

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Step 1: Understand Value Creation

Start at the strategic level Cascade downward throughout the organization

Enterprise-level strategies Operating unit objectives Processes and programs Staff activities

Have accompanying measures for each component of the value chain.

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Value Path

Business Outputs Production cycle time Production error rate % on time delivery First time quality yield Greater schedule adherence Improved product quality Business Goals

Process Performance

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Step 2: Identify Performance Gaps

Targeted Level of Performance

Current Level of Performance

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Performance Assessment

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Best Practices

Best practices are methods and techniques that consistently produce results superior to other methods.
A best practice is used to achieve superior performance.

Remember:
No best practice is best for everyone or every situation. No best practice remains best for very long People keep finding better ways to do things.

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How does your organization set performance targets?

1. 2. 3.

External comparators Internal historic data Both internal and external sources
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Practitioner Discussion

Tom Jefferson and Mike Dugas Intel

Dave Birkhold Abbvie

Topics

What have been the main factors that has caused your organization to use benchmarking as part of your process improvement efforts? What are the two main benefits or value that has been derived from this work?

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Step 3: Execute Improvement Initiative

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Scoping the Process Improvement

A. Be specific

B. Scope creep!

C. In and out

D. Expectations

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Understanding & Managing the Change

Ending

Transition Zone

New Beginning

Uncertainty Uncertainty Excitement Creativity Innovation

Commitment Commitment Accomplishment High Energy Learning Relief

Anticipation

Frustration Reservation Denial

Confusion

Anxiety

Resistance Confusion Exploration Exploration

Unsure Ambivalence

Skepticism Skepticism

Adapted from Managing Transitions,

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Which is the most crucial element for success with improvement initiatives?
1. Good planning 2. Effective

monitoring and proper adjustment 3. Good change management

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The Cost of Not Knowing

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Roadmap to Improving 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

Process Improvement Best Practice Assessment

Process Assessment

Adopt Best Practices

Determine the Opportunity

Benchmarking

Benchmarking, Best Practice, and Process Assessments help organizations define the opportunity and develop a roadmap to top performance
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Cost of Not Knowing

Good decision making starts with credible information (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 open the door of breakthrough improvement and long-term business success.
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Assessment Survey
Understand your organizations ability to obtain information to support improvement initiatives. Take APQCs self-assessment survey.
www.apqc.org/custom-benchmarking-services

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Questions?

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123 North Post Oak Lane Houston Texas 77024-7797 1-713-681-4020 1-800-776-9676

www.APQC.org

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Thank you!

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