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Mapping
(Part II)
Agents of Change
Lecture 6
Learning Objectives
Changeable Environment
Art needed in:
– Changeable environments
– Customers value distinctive unique
outputs.
Process Synthesis
Output
variation that creates
customer value
– Erratic environments -> variation in
outcomes.
Good thing in customer’s eye.
Companies promote as giving individuality,
unique character.
Innovation (original concepts) rely on art.
Process Synthesis
Process for managing process
variability
– A three step approach
– At odds with standardisation.
– Each step addresses the following:
Where will art add value?
How should art be supported?
How should artistic processes evolve?
Process Synthesis
Process Synthesis
Identify
what should and shouldn’t
be an art.
– Look at the processes and clearly
identify where art or science will add
value for customers.
– Is method or practice is still nascent?
– Do consumer value variation?
– Is the environment chaotic?
– Artistic processes have a life span
Process Synthesis
Developing an infrastructure to
support art.
– Freedom to practice and refine art.
– Create maximum customer value.
– Creating appropriate metrics.
Relies on external measures of success.
– Customer feedback.
– Getting art and science to work
together.
Carefully manage intersecting areas
Process Synthesis
Developing an infrastructure to
support art (con’t).
– Building an effective training program.
Artistsneed to learn the skills of the trade.
Strong culture that guides artistic
judgement.
– Common training methods are:
Apprendiceships
Storytelling
Ride-along
Process Synthesis
Developing an infrastructure to
support art (con’t).
– Tolerating failure
Impossible to satisfy every customer on the
first try.
– Extensive quality inspections.
– Ensure quick recovery from failure.
– Failures must become learning opportunities.
– Failures should be reviewed.
Process Synthesis
Periodically
re-evaluate the division
between art and sciences.
– What new technologies can help make a
science of art?
– Do customers value variation?
– How do the costs of art stack up against
the benefits?
– What opportunities does art allow that
science doesn’t?
Process Synthesis
Periodically re-evaluate the division
between art and sciences (con’t).
– Diverging customer demand implies art.
In modern process management
both art and science have important
roles.
Relationship Maps
Connecting parts in a whole
Relationship Maps
Relationship Maps show:
– Sequence of steps