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Business Process 

Business Process
Excellence
IIR Summit
May 31, 2009

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My Blog: http://i360insight.com/
Thought Leadership articles
On BPE, Change Management
Lean Six Sigma, Innovation, etc.
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Have you seen this video?

The Basketball Video:


The Basketball Video:

http://www youtube com/watch?v=2pK0BQ9CUHk


http://www.youtube.com/watch?v=2pK0BQ9CUHk
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3M’s Innovation Crisis
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Why do we do this?

To Align Targets and Methods Throughout the Organization

• “the way we  •“the way we 
think and plan” lead and 
motivate” Breakthrough
Results
Strategy People Outcomes:

Profitability

Measurement

Processes Systems Innovation


• “the way we  •“the way we 
create value and  interconnect 
manage” and enable”

5
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What drives success?

If Y =  Successful Business Process Excellence

Y f( )
Y = f(x)
• X1 Sustained Executive Commitment and Involvement
‰ Convert vision into measurable goals and drive linkage to BPE
‰ Personalize,
Personalize Take Symbolic Action
Action, Participate
Participate, Hold People Accountable
Accountable,
360-degree feedback

• X2 Comprehensive Governance System and Infrastructure


‰ Policies, p
procedures, KPIs and g
guidelines to g
govern the BPE
‰ Project tracking and knowledge sharing to measure and accelerate results

• X3 Commitment to Develop Top Talent as Full Time Change Agents


‰ Organizational
g commitment to full time Change
g Agents
g
‰ Rigorous process for selection and development of top talent
Alignment Model
Strategy Layer: Hoshin Methods
Critical to 
Mission and  Satisfaction 
Vision Strategic  Requirements
VOB: Voice of the Business
Objectives VOC: Voice of the Customer

EPM Layer: Balanced Scorecard  VOP: Voice of the 
and BPM Methods Process
Balanced Scorecard

Core Processes Enabling Processes Strategic Process

Process Metrics Process Metrics Process Metrics

Business Excellence Layer: Policy  Policy Deployment 
Deployment LSS Innovation
Deployment, LSS, Innovation 
Methods
LSS & Innovation Projects LSS & Innovation Projects
LSS & Innovation Projects
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Innovation Loves a Crisis
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Preservation and Evolution: The S‐Curve

Phase 3
Ph
Optimization

Phase 2
wth

Phase 4
Improvement
Grow

R i
Reinventing
ti
the Future

Growth
Phase1
Innovation

Time
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How the customer How the project How the engineers How the How marketing
explained it leader understood it designed it programmer wrote it promoted it

How the project How the consultants How the customer How it was What the customer
was documented proposed installing it was billed supported really asked for
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Business Process Excellence
Training and Consulting

Innovation 360 Institute
www.i360institute.com
+ 971 4 319 7645