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Developing Key Processes Descriptions

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... of information do you use to evaluate customer perceptions, complaints, etc? ... Key Process Customer complaint management. Exercise 15 minutes ... – PowerPoint PPT presentation

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Title: Developing Key Processes Descriptions


1
Developing Key Processes Descriptions
  • Process for developing Key Process descriptions

2
The general process for developing Key Process
descriptions
  • 1. Start with a basic process flow, such as
    PDCA.
  • 2. Draft the process for your organization.
  • 3. Review your Key Factors Worksheet. Is there
    something in that sheet that should be reflected
    in the chart? If yes, modify.
  • 4. Quickly review the Category Criteria to see
    if there is something that your organization does
    that could be addressed in this chart. Revise as
    needed.

3
The general process for developing Key Process
descriptions
  • 5. Quickly review Core Values to see if there
    is something that your organization does that
    could be addressed within this chart. Revise as
    needed.
  • 6. Label the chart with a title and figure
    number.
  • 7. Repeat steps for remaining Key Processes.

4
Key Process Leadership System
  • Item 1.1 Senior Leadership
  • Things to consider when describing a Leadership
    System
  • A system is different than a process. A system
    is multiple processes.
  • What are your organizations core values?
  • How do your values impact the way you approach
    work?
  • Suggestion Start with a basic design and then
    customize to meet your needs and describe how
    your leadership operates.

5
Key Process Leadership System
  • Item 1.1 Senior Leadership
  • Possible examples of a leadership system
  • Begin with PDCA cycle and describe as a
    continuous loop.
  • Begin with a basic wheel (hub, spokes, and
    outside ring). Hub could be mission or
    customers, spokes could include staff, processes,
    partners, etc., and ring could be processes or
    something.
  • Begin with a Baldrige type framework and modify
    to meet your needs.

6
Key Process Leadership System
  • Item 1.1 Senior Leadership
  • Suggested process for drafting Leadership System
  • Begin with a general process, such as the PDCA
    cycle.
  • Review your Key Factors. Incorporate applicable
    key factors in the generic system chart.
  • Read through the Multiple Requirements discussed
    in Item 1.1 and associated foot notes. Is there
    something asked in the Criteria that you are
    doing which should be included? If yes, add it
    to your leadership system figure.

7
Key Process Leadership System
  • Item 1.1 Senior Leadership
  • Suggested process for drafting the PROCESS
  • Review Core Values to see if there is something
    that your organization does that could be
    addressed within this chart. Revise as needed.
  • Label your draft system with a title and figure
    number. For example Figure 1.1-1 Leadership
    System.

8
Key Process Leadership System
  • Exercise 15 minutes
  • Using the process suggested - develop a draft
    leadership system for your organization
  • Label your draft system with a title and figure
    number
  • Record on chart paper
  • Identify a presenter

9
Key Process Strategic Planning
  • 2.1 Strategic Planning
  • Things to consider when describing the Strategic
    Planning Process
  • Process are usually a series of steps describing
    activities performed to produce a product or
    service.
  • The strategic planning process often includes
    action planning which is referred to in Item 2.2
    responses.

10
Key Process Strategic Planning
  • 2.1 Strategic Planning
  • Suggested process for drafting the PROCESS
  • Start with basic Plan, Do, Monitor/Measure, and
    Act approach.
  • Decide if you want the chart to include action
    planning.
  • Add specific planning steps for your organization
    to the four basic phases.
  • Review your Key Factors, then Item Criteria, and
    finally Core Values. Modify your process chart
    to reflect these factors as appropriate.
  • Label process with a title and figure number.

11
Key Process Strategic Planning
  • Exercise 15 minutes
  • Using the process suggested develop a draft
    strategic planning process for your organization
  • Label draft process with title and figure number
  • Record on chart paper
  • Identify a presenter

12
Key Process Identifying customers, groups, and
market segments
  • Item 3.1 Customer and Market Knowledge
  • Things to consider when describing this process
  • What types of information do you use to evaluate
    customer perceptions, complaints, etc?
  • How do the different types of customer
    information you use align with your product and
    service lines?

13
Key Process Identifying customers, groups, and
market segments
  • Item 3.1 Customer and Market Knowledge
  • Suggested process for drafting the PROCESS
  • Start with basic sources of information
    (inputs) analyses recommendations and
    identification of customers, groups, and market
    segments.
  • Add specific steps based on how your organization
    accomplishes this activity.
  • Review your Key Factors, then Item Criteria, and
    finally Core Values. Modify your process chart
    to reflect these factors as appropriate.
  • Label process with a title and figure number.

14
Key Process Identifying customers, groups, and
market segments
  • Exercise 15 minutes
  • Using the process suggested develop a draft
    customer, group, market segment identification
    process for your organization
  • Label draft process with title and figure number
  • Record on chart paper

15
Key Process Determining customer requirements
  • Item 3.1 Customer and Market Knowledge
  • Things to consider when describing this process
  • What types of information do you use to identify
    customer needs and expectations (i.e. surveys,
    focus groups, participation on teams, complaints,
    etc?)
  • The process needs to account for different
    customer groups and different requirements.

16
Key Process Determining customer requirements
  • Item 3.1 Customer and Market Knowledge
  • Suggested process for drafting the PROCESS
  • Start with basic sources of information
    (inputs) analyses recommendations and
    identification of requirements. Add specific
    steps based on how your organization accomplishes
    this activity.
  • Review your Key Factors, then Item Criteria, and
    finally Core Values. Modify your process chart
    to reflect these factors as appropriate.
  • Label process with a title and figure number.

17
Key Process Determining customer requirements
  • Exercise 15 minutes
  • Using the process suggested develop a draft
    customer requirements determination process for
    your organization
  • Label draft process with title and figure number
  • Record on chart paper

18
Key Process Customer complaint management
  • Item 3.2 Customer Relationships and Satisfaction
  • Things to consider when describing this process
  • Which customer segments have the ability to file
    a complaint?
  • How does a person file a complaint?
  • How is the complaint documented?
  • How is complaint resolved?
  • Is the loop closed with the customer?
  • How are complaint data aggregated, analyzed, and
    used to identify systematic improvement
    opportunities?

19
Key Process Customer complaint management
  • Item 3.2 Customer Relationships and Satisfaction
  • Suggested process for drafting the PROCESS
  • Start with the filing of a complaint (inputs)
    resolution of the complaint documentation and
    analysis of information.
  • Review your Key Factors, then Item Criteria, and
    finally Core Values. Modify your process chart
    to reflect these factors as appropriate.
  • Label process with a title and figure number.

20
Key Process Customer complaint management
  • Exercise 15 minutes
  • Using the process suggested develop a draft
    customer complaint management process for your
    organization
  • Label draft process with title and figure number
  • Record on chart paper

21
Key Process Selecting, collecting, and
analyzing measures
  • Item 4.1 Measurement, Analysis, and Improvement
    of Organizational Performance
  • Things to consider when describing this process
  • Which measures are required and who requires
    them?
  • Which measures do you identify?
  • Who approves measures?
  • How are measures used within your organization?

22
Key Process Selecting, collecting, and
analyzing measures
  • Item 4.1 Measurement, Analysis, and Improvement
    of Organizational Performance
  • Suggested process for drafting the PROCESS
  • Start with the measures that your organization
    identifies and controls identification steps,
    approval steps, collection, reporting, use.
  • Review your Key Factors, then Item Criteria, and
    finally Core Values. Modify your process chart
    to reflect these factors as appropriate.
  • Label process with a title and figure number.

23
Key Process Selecting, collecting, and
analyzing measures
  • Exercise 15 minutes
  • Using the process suggested develop a draft
    process for selecting, collecting, and analyzing
    measures
  • Label draft process with title, and figure number
  • Record on chart paper

24
Key Process Performance management systems
support performance and engagement
  • Item 5.1 Workforce Engagement
  • Things to consider when describing this process
  • How are people evaluated?
  • Are performance standards related to work
    activities, business goals, objectives, mission,
    or what?
  • How does your performance management system
    address recognition, awards, and performance
    improvement?

25
Key Process Performance management systems
support performance and engagement
  • Item 5.1 Workforce Engagement
  • Suggested process for drafting the PROCESS
  • Start with performance standards and evaluation
    process link standards to what is important
    link recognition to performance.
  • Review your Key Factors, then Item Criteria, and
    finally Core Values. Modify your process chart
    to reflect these factors as appropriate.
  • Label process with a title and figure number.

26
Key Process Performance management systems
support performance and engagement
  • Exercise 15 minutes
  • Using the process suggested develop a draft
    performance management system
  • Label draft system with title and figure number
  • Record on chart paper

27
Key Process Recruit, hire, and retain new staff
  • Item 5.2 Workforce Environment
  • Things to consider when describing this process
  • Recruiting, hiring, and retaining are three
    separate but related processes.
  • Describe each process or describe the system.

28
Key Process Recruit, hire, and retain new staff
  • Item 5.2 Workforce Environment
  • Suggested process for drafting the PROCESS
  • Start with recruiting, then hiring, finally
    retaining. Consider workforce diversity for your
    organization.
  • Review your Key Factors, then Item Criteria, and
    finally Core Values. Modify your process chart
    to reflect these factors as appropriate.
  • Label process with a title and figure number.

29
Key Process Recruit, hire, and retain new staff
  • Exercise 15 minutes
  • Using the process suggested develop a draft
    recruiting, hiring, and retaining system for your
    organization
  • Label the draft system with a title and figure
    number
  • Record on chart paper

30
Key Process Determining core competencies
  • Item 6.1 Work Systems Design
  • Things to consider when describing this process
  • What are your key processes (linked to key
    products and services)
  • What competencies are needed to deliver those key
    products and services?
  • Do these competencies relate to key success
    factors, strategic advantages, strategic
    challenges?

31
Key Process Determining core competencies
  • Item 6.1 Work Systems Design
  • Suggested process for drafting the PROCESS
  • Start with the products and services and work
    your way to identification of core competencies.
    Review your Key Factors, then Item Criteria, and
    finally Core Values. Modify your process chart
    to reflect these factors as appropriate.
  • Label process with a title and figure number.

32
Key Process Determining core competencies
  • Exercise 15 minutes
  • Using the process suggested develop a draft
    process for determining core competencies for
    your organization
  • Label the draft process with a title and figure
    number
  • Record on chart paper

33
Key Process Designing processes
  • Item 6.1 Work Systems Design and Item 6.2 Work
    Process Management and Improvement
  • Things to consider when describing this process
  • What is your improvement process?
  • Do you use multiple improvement processes
    (Benchmarking, PDCA, Lean, etc.?
  • Are there rules for which type of improvement
    process to use?
  • Who do teams report to?
  • How are recommendations approved and implemented?

34
Key Process Designing processes
  • Item 6.1 Work Systems Design and Item 6.2 Work
    Process Management and Improvement
  • Suggested process for drafting the PROCESS
  • Start with briefly define the steps of each
    design/improvement process that you use
  • Briefly define when you use each type of process
  • Create a table displaying the process, when, and
    how it is used

35
Key Process Designing processes
  • Exercise 15 minutes
  • Using the process suggested develop a draft
    process or processes showing steps and when it is
    used for your organization
  • Label draft process with title and figure number
  • Record on chart paper
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