Simple choices managers can make in processes and practices that will certainly raise the performance bar in all areas of the organization’s activities and services.
It is a course that will align the actions and performance of individual employees with the total objectives of the business. Both these interests should create powerful and continuous improvements that will affect productivity and, hence, every employee’s performance up to the highest level.
By the time the course ends, candidates in the course will come away with five (5) significant areas of learning:
- How to optimize overall activities and time on assignments and projects
- How to improve quality of output
- How to remove completely or keep wastes constantly to the minimum
- Working well together – excellent interpersonal relations among all employees
- Complying smoothly and without hindrance on laid down Laws and Regulations.
Starting with Definitions
- Defining a Business Process
- Defining Process Management
- Work process
- Management process
- Objectives setting process
- Work plan process.
Challenges with the Current Processes
- A Management Culture Process
- Work Process at Departmental Level
Cause and Effect Analysis for Process Improvement
- Fishbone Technique
- Organizational Profiling
- Regular Signs of Process Improvement Issues
- Duplication of efforts
- Unnecessary steps
- Performance delays
- Poor quality control
- What steals time
- What steals other significant resources
- What fails to grow the Corporation
- What fails to enrich the Corporation
- Capacity constraint
- Internal and external stakeholder concerns
- People capacity
- Equipment and other resources
- Cycle time – Where should there be a sense of urgency?
New Process to Target
- What is the Organization trying to achieve?
- What will success look like for the Organization?
- Where is the Organization currently stuck?
- What action should we be considering or taking?
- What corporate cultural challenges are there to navigate?
Setting Efficiency Expectations
- Output by Responsibility Lines
- Amount of Time Spent Doing Productive Work
- Responsiveness in Delivering Assignments
- The volume of Outputs Successfully Produced
- The ratio of Acceptable Error-free Jobs Done to Total Outputs.
Process Improvement Audit Tools
- Current Work Process for Value
- Process Audit for Continuous Improvement
- The Route to New Targets
Process Improvement Value Chain Tools
- Identifying the Weakest Points
- What You Don’t Measure, You Can’t Control
- The Three Essential Discipline Elements
The Game-changing Discipline – Focusing on What is Most Important
- Your Constituencies
- Your Improvement Objectives
- Back-end Targets
- Your Upfront Activities
- Your Visual Report Cards
- Your Commitment Meetings
- Your Plan-Perform-Assess Tools.
Your Process Improvement Planning
- The Strategy
- The Structure
- The Culture.
Your Readiness for Process Improvement
- Resource Efficiency
- Process Efficiency
- Value Efficiency.
Readiness to Effect Improvement
- Gain top management commitment
- Diagnostic phase and report
- Develop action programmes
- Process improvement Facilitation and Coaching training
- Corporation-wide staff orientation
- Gain departmental commitments and ownership
- Regular persistent update and retraining.
Steps in Process Improvement Implementation
- Understand customer needs
- Analyze needs, friction points and metrics
- Define strategy
- Develop objectives and goals
- Identify critical process stages
- Regular inputs to me
- What I regularly output
- Regular strong links to me
- Regular weak links
- Redesign the workflow
- Test the effected improvement
- Gather data on outcomes
- Check for bottlenecks and improvement points
- Select improvement activities and resources
- Implement improvement
- Assess outcomes.
Improvement Actions to Solve Problems
- Automation of manual activities
- Elimination of redundant works
- Job redesign
- Documentation of Standard Operating Procedure (SPO)
- Training on SOP
- Performance measurement
- Rearrangement of the workforce
- Staff reassignment for competency.
Process Improvement Tools
- The PDCA Cycle: Plan-Do-Check-Act
- The 5 Whys
- Six Sigma
- Lean Thinking.
Relevant Statistical Tools
- Scatter diagram
- Pareto chart.
Checklist for Process Improvement Planning
- Establish a project team (if necessary)
- Identify the important customers
- Define the customer needs and requirements
- Develop the output specification
- Define the work process
- Identify measurement of output
- Identify the improvement opportunity
- Measure current customer satisfaction.
Individual Employees Personal Commitments
- What have I been hired to do?
- What results are expected of me?
- What can I do to make a real difference in the organization fortunes?
- What are my bosses’ Critical Result Areas?
- What Critical Result Areas should be for me?