Published on January 3, 2009
Improve Business Execution & Performace June 2008 www.goldenti.com.mx
Our Target Customer Satisfaction + Cost of Poor Execution Business Performance 2 www.goldenti.com.mx
What is included at COPE? Costs of Poor Quality. Like: Rework tasks; Duplicated activities; miss interpretation; Field failures, Lack of control, etc. Low Productivity. Miss alignment between strategy and operation. Poor process mapping and KPI definition and implementation. Lack of process standardization and high % of non value add activities. 3 www.goldenti.com.mx
How to improve? Define and deploy business strategy. Implement operational models like: KPIs Management BMP Management by Objectives ISO 9001 Performance Appraisal Management etc. Implement quality assurance models. Implement continuous improvement tools. 4 www.goldenti.com.mx
How to improve? Define and deploy business strategy. 5 www.goldenti.com.mx
Balance Scorecard Review Site Mission Review Site Review Vision Budget & Structure Review Site Define Biz Values Initiatives SWOT Define Biz Drivers Define Biz Strategy Areas Define Metrics 6 www.goldenti.com.mx
BIZ model without BSC Mission Why we exist Core Values What we believe in Vision What we want to be Strategy Our game plan Projects What we need to do 7 www.goldenti.com.mx
BIZ model with BSC Mission Why we exist Core Values What we believe in Vision What we want to be Strategy Our game plan Strategy Map Translating the strategy Balanced Scorecard Measure and focus Strategic Initiatives What we need to do Personal Objectives What I need to do Strategic Outcomes Satisfied Delighted Efficient and Effective Motivated and Prepared Shareholders Customers Processes Workforce 8 www.goldenti.com.mx
How to improve? Define and deploy business strategy. Implement operational models like: KPIs Management BMP Management by Objectives ISO 9001 Performance Appraisal Management etc. 9 www.goldenti.com.mx
Key Performance Indicator Management OBJECTIVE Increase Customer Satisfaction Objectives articulate the components of our strategy MEASURE / TARGET Measure 90% Customer Satisfaction Survey Rating gap 45% INITIATIVE $M Implement automated case Target management system and 90% favorable overall train Every Rep in 05 Target Actual Measures track our progress toward Initiatives help close the gap achieving and communicating the intent between our current and of the objective desired performance 10 www.goldenti.com.mx
BPM Define Value Add Core Processes 11 www.goldenti.com.mx
Business Process Mapping Define a process. Define a process owner. Document the process. Define interaction between process. Monitor a improve continuously the process performance. Keep records. 12 www.goldenti.com.mx
ISO 9001 Business Model 13 www.goldenti.com.mx
How to improve? Align IT strategy with business strategy. Implement operational models like: ITIL CMMI ISO 27001 PMBOK ISO 9001 etc.. Implement Quality Assurance Models. Implement continuous improvement tools. 14 www.goldenti.com.mx
Quality Assurance Model Ensure process execution. • Process flow. • Process failure mode and effect analysis. • Control plan. Management of process deviations. • Corrective action management. • Problem solving & root cause analysis. Ensure practice and performance. • Quality system audit. • Process audits. Implement continuous improvement programs. • Preventive actions. • Kaizen. • Lean - Six Sigma tools. 15 www.goldenti.com.mx
Quality Assurance Control Ex. Process Icon model Controls Information Out Information In Product Out Product In Resources In Resources Out Safety 16 www.goldenti.com.mx
Process Audit Customer Approach Customer Satisfaction improvement action plan Process Approach Core Processes Performance Process Flow FMEA Control Plan Working Instructions Process Control. Risk Management Quality Performance Critical to Customer KPIs Critical to Business KPIs Operational KPIs management. Continuous improvement management. Defect data management Procurement Performance Supplier PPMs Supplier OTD Downtime by shortages People Approach Certification of skills and competences Skills and competences development 17 www.goldenti.com.mx
Value Stream Mapping NVA. No Value Add Activities NA. Necesary Activities VA. Value Add Activities 18 www.goldenti.com.mx
How to improve? Align IT strategy with business strategy. Implement operational models like: ITIL CMMI ISO 27001 PMBOK ISO 9001 etc.. Implement Quality Assurance Models. Implement continuous improvement tools. 19 www.goldenti.com.mx
Brief Introduction to Six Sigma Resources, Design Process Parts and Margins Capabilities Materials Organisation Measurement Infrastructure Systems Six sigma focuses on addressing and significantly reducing the occurrences of root causes—inadequate design margins, unstable parts and materials, and insufficient process capabilities, measurement systems and organization infrastructure. 20 www.goldenti.com.mx
Six Sigma Strategy Application Implementation Strategy Strategy u Define u Leadership u Measure u Champions u Analyze u Black Belts u Improve u Projects u Control 21 www.goldenti.com.mx
DMAIC Summary u Define the project charter. u Establish the team. Define u Confirm performance gaps. u Explore the process. u Identify all sources of variability (the X’s). Measure u Validate measurement / decision making systems. u Establish the initial capability (for the Y’s). u Assess and quantify Y = f(X) Analyze u Identify critical X’s. u Screen the potential causes. u Identify optimum operating parameters. Improve u Confirm solutions. u Determine the final process capability. u Implement solutions & process controls. Control u Document learning. 22 www.goldenti.com.mx
Cost of Poor Quality Easily Identified, but only the TOP of the ICEBERG Inspection Overtime Idle time (tangible) Defects Rework Long Cycle Times Lost Sales Cost of Capital (less obvious) Missed Commitments Redundant Lost Opportunity Processes Inaccurate Reports Expediting Costs Lost Customer Excessive Planning Loyalty 23 www.goldenti.com.mx
Providing integrated solutions that exceed our customers expectations and enable them to increase their competitiveness. 24 www.goldenti.com.mx
How ISOSYSTEM CAN HELP. 25 www.goldenti.com.mx
Automation -> Critical Success Factor CHALLENGES Corporate Solution Modular and Incremental Implementation ISOSYSTEM Governance Avoid Application Silos Suite Avoid Extra Integration Costs Facilitate Users Training Compliance Framework Convergence Decrease TCO Accelerate ROI 26 www.goldenti.com.mx
Risk Management 27 www.goldenti.com.mx
Incident Management 28 www.goldenti.com.mx
Incident Management 29 www.goldenti.com.mx
Project Management 30 www.goldenti.com.mx
Project Management 31 www.goldenti.com.mx
Performance Management 32 www.goldenti.com.mx
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