Using Performance Excellence Models - Part 1:
|
|
- Chastity Hutchinson
- 6 years ago
- Views:
Transcription
1 Using Performance Excellence Models - Part 1: Defining and Managing the Value Chain Jim Hill Minnesota ASQ Professional Development Summit Feb 27, Topics Problem: Wide interpretation of Work System Why this matters and approach to resolution Common elements of PE Models The difference between Value Chain and Work Processes Decisions about the design of Work Systems and the Selection of Key Work Processes are strategic; these fundamentally define your organization s Value Chain and how well it operates 2 1
2 Baldrige - Work Systems Work systems comprise the internal work processes and external resources you need to develop and produce products, deliver them to your customers, and succeed in your marketplace. The Dilemma: Work Systems is Baldrigespecific term. Confusion in interpretation and conflict for Applicants, Evaluators, and Judges in the concept and articulation in this subject area has been a long-standing difficulty. 3 Need To reduce Criteria User and Evaluator variation Alignment Baldrige represents leading edge of validated management practice Work Systems are the core of the business enterprise, but the term is unfamiliar to most Work Systems is fundamental to every organization Accurate feedback is vital to PEN Mission 4 2
3 Today s Approach Define and illustrate example Work Systems for a PE Model For PE Criteria Users (to self-assess or preparing evaluation application) For PE Evaluators Demonstrate universal applicability of Work Systems, the equivalence to the Value Chain, and relationship to Work Processes 5 Why does this matter to you? The design of your Work Systems define the fundamental organization of production work flow Defines the Value Chain and support systems Defines the Key Processes Regardless of what you call it, defining these in the context of the Business Enterprise Model is fundamental to Performance Excellence 6 3
4 Approach to Conceptualize Examine non-baldrige Performance Excellence and Improvement Models If the term Works Systems is not used outside, then what equivalent term is used? Review has shown that the Value Chain is a well-accepted, common, and equivalent term, equivalent The Value Chain is the fundamental Work system, but there are other important Support Systems This is fundamental to Deming s Profound Knowledge; understanding the System such that one knows how to manage and improve 7 Baldrige Criteria for Performance Excellence 1 Leadership 3 Customer Focus Workforce People 5 Focus Work Core 7 Organizational Results 2 Strategic Planning Driver Triad Operations Process 6 Focus Changes here guide changes here which bring about results here 4 Measurement, Analysis, and Knowledge Management 8 4
5 Baldrige Work Systems Refers to how the work of your organization is accomplished. Work systems involve your workforce, your key suppliers and partners, your contractors, your collaborators, and other components of the supply chain needed to produce and deliver your products and carry out your business and support processes. Work systems comprise the internal work processes and external resources you need to develop and produce products, deliver them to your customers, and succeed in your marketplace. There are multiple possible Work Systems Note 2.1 (a4) In the most basic view of an organization, for example, the organization might define three generic work systems: one that addresses production of the product or service, one that engages the customer, and one that comprises systems that support production and customer engagement. 9 How does EFQM Excellence Model handle this? EFQM Excellence Model Enablers Results People People Results Leadership Strategy Processes, Products & Services Customer Results Business Results Partnership & Resources Society Results Learning, Creativity, and Innovation Observation: Performance Excellence relationships conceptually the same as Baldrige 10 5
6 Consistency in underlying Principles Baldrige Visionary Leadership Customer-Driven Excellence Organizational and Personal Learning Valuing Workforce Members and Partners Agility Focus on the Future Managing for Innovation Management by Fact Societal Responsibility Focus on Results and Creating Value Systems Perspective EFQM Achieving Balanced Results Adding Value for Customers Leading with Vision, Inspiration, & Integrity Managing by Processes Succeeding through People Nurturing Creativity & Innovation Building Partnerships Taking Responsibility for a Sustainable Future 11 Criteria Categories (based upon Principles) Baldrige EFQM 1. Leadership 1. Leadership 2. Strategic Planning 2. Strategy 3. Customer Focus 3. People 4. Measurement, Analysis and 4. Partnerships & Resources Knowledge Management 5. Processes, Products, and 5. Workforce Focus Services 6. Operations Focus 6. Customer Results 7. Results 7. People Results 8. Society Results 9. Business Results Summary: While criteria may be packaged differently, they are assessing the same aspects of performance 12 6
7 Work System Observations EFQM uses term Value Chain extensively, but never defines it. For example, it is in the definition of Key Processes: The processes that are most important for delivering the strategy and driving the value chain of the organization. EFQM never uses the term Work System Baldrige: Use Value Chain term minimally, but context is similar to EFQM, as seen in this excerpt: Work process design. Overall, effective design must take into account all stakeholders in the value chain. Lean Enterprise Memory Jogger terms: Core Processes activities, functions, and tasks that are inherent to the delivery of the service Value Stream: All the activities your company must do to design, order, produce, and deliver it s products or services to customers Summary: It is observed that the elements an organization s value chain are consistent with the definition of the production Work System. Both Baldrige and EFQM state performance criteria; the things processes must accomplish, without ever suggesting a specific model or terminology as a requirement. This is due to the nonprescriptive nature of the Models Now let s look at some prescriptive models. 13 Business Process Oriented KM Focus upon Value-Adding Processes Fraunhofer Reference Model for Knowledge Management 14 7
8 APQC Standard Process Framework 2012 APQC 15 Enterprise Mapping 16 8
9 Process-Based Perspective Employee Selection Management Reporting Training & Development Planning Objectives & Goals Budgeting Core Production Processes Customers Recognition Communication & Rewards Performance Management What is your model? Reference: ASQ Statistics Division Statistical Thinking 17 Business Enterprise Process Scope Three types of business processes Management : Processes that govern the operation of a system. Typical management processes include Corporate Governance and Strategic Management Core Business: Processes that constitute and create the primary value stream. Typical operational processes are Purchasing, Manufacturing, Marketing and Sales. Support: Necessary processes that support the core business, such as Accounting, Recruitment, Technical support Source - Wikipedia: Business Process 18 9
10 19 Observation: There is no conceptual difference Every model has a a set of Core Processes, either titled or synonymous with Value Chain The core processes are supported by other sets of management and support processes Each of these sets of processes could be considered d a Work System All supporting Work Systems should have a direct connection to optimizing performance of the Value Chain 20 10
11 Strategic Alignment of Operating Processes within Work System Design: The Value Chain older Customer and Stakeho Requirements tencies Strategy and Core Compet 3.2 Product Offerings Product and Service Design 6.1 Work Processes Order Fulfillment 6.1 Work Processes Customer Relationship Management 3.2 Customer Engagement 3.1 VOC 1.1 & 1.2 Leadership 2.1 & 2.2 Strategy 2.1 Work System Design 4.1 & 4.2 Information, Analysis and Knowledge Management 5.1 & 5.2 Work Force 6.2 Operational Effectiveness Figure By Jean Bronk 21 What is the Difference between Work Systems and Work Processes? Work Systems (2.1) are not work processes (6.1); they are related process groups There is a defined group-to-group work flow Each group will have a set of sub-processes There should be measures of processes that the organization uses to manage therefore improve work systems How do you identify Key Processes? 22 11
12 Baldrige Work System/Process Relationship Category Insights to Performance Excellence , by Mark Blazey, ASQ Quality Press, used with permission Key Work Processes EFQM: The processes that are most important for delivering the strategy and driving the value chain of the organization Baldrige: Your most important internal value-creation processes. They might include product design and delivery, customer support, and business processes. Your key work processes are those that involve the majority of your workforce and produce customer, stakeholder, and stockholder value
13 2011 Baldrige Case Study: Triangle Bank 25 Processes and Sub-Processes 2011 APQC 26 13
14 Value Chain Creation Process How to do this? Quantifying Improvement Project s Benefit F.W. Breyfogle III 27 Value Chain with Metrics From Figure 7.1 Integrated Enterprise Excellence, Volume II, Business Deployment F.W. Breyfogle III 28 14
15 Baldrige 6.1b Process Management Improvement using Statistical Thinking All work occurs in a system of interconnected processes, Variation exists in all processes, and Understanding and reducing variation are keys to success Process Variation Data Improvement Statistical Thinking Statistical Methods Philosophy Analysis Action Statistical Thinking ASQ Statics Division 29 Performance Improvement/Problem Solving Steps Document the Problem or Significant Opportunity Plan Identify Potential Root Causes or Actions to take Checksheet Pareto Chart Control Chart Sample Tools 5 Whys Cause and effect Diagram Brainstorming Time Plot/Run Chart Is/Is Not Analysis Scatter Plot Stratification Choose best Solutions Interrelationship Diagraph Multivoting Affinity Diagram Do Check Act Implement/Test Solutions No Measure Results Solved? Yes Experimental Design Checklist Pareto Chart Control Chart Time Plot/Run Chart Flowchart Procedures Training Standardize: Share learning; update processes Redesigning the Introductory Statistics Course Hoerl, R. & Snee, R. (July, 1995). Center for Quality & Productivity Improvement, University of Wisconsin Note: See The Mind Jogger II for tool applications; all tool functions are generally available on computer (Excel, Visio, etc.) 30 15
16 Overall Conclusions Every organization has a value chain (aka, production Work System, Core Processes) All other supporting Work Systems should be designed to support Value Chain effectiveness. The context of the entire Business Enterprise must tbe clear to all llin order for the various Systems and Processes to work towards the common goal Optimize the Value Chain 31 Strategic Considerations If an organization has different sets of customers, should they have different Value Chains? Builder (Commercial vs Single Family Home construction) High School (Mainstream Curricula Delivery vs Special Needs) Finance (Commercial Loans, Home Loans, others) Should there be different sets of processes under the same Value Chains, dependent upon the customers? Hospital Patient (Long Term vs Day Patient) Government License Issue Community College (Incoming HS Students vs Business Professional market) 32 16
17 Baldrige is an all-inclusive Model Baldrige is not a competing management approach. It is a bounding model of an integrated management system Provides strategic context for value chain and improvement approach, e.g. PDCA, ISO, 6-sigma, Lean Models appear different, but conceptually there is little or none Defining and management Work Systems is fundamental to improvement initiatives; the use of Baldrige or another PE model provides context to better select, sustain, and accelerate such efforts 33 Profound Knowledge Problems do not go away or performance improve simply by exhorting persons to do better The use of Baldrige (or other model) brings cognizance (Profound Knowledge) to how all elements (including people) work together and contribute to success The biggest opportunity lies within the System in which employees work Fourth Generation Management: The New Business Consciousness Brian Joiner 34 17
18 The Importance of Culture The true system, the real system, is our present construction of systematic thought itself, rationality itself, and if a factory is torn down but the rationality which produced it is left standing, then that rationality will simply produce another factory. If a revolution destroys a systematic government, but the systematic patterns of thought that produced that government are left intact, then those patterns will repeat themselves in the succeeding government. Robert M. Pirsig, Zen And The Art Of Motorcycle Maintenance 35 Concluding Points Why use a Performance Excellence Model what is the Value? To accomplish cultural change to change the way Leaders and Managers think about how work gets done and how to plan for and manage Performance Excellence Performance Excellence Culture: Process ownership, process management, and continual process improvement Performance Excellence not achievable by benchmark imitation of others Organizational structure, processes, or through software silver bullets Valuing process ownership and improvement is cultural Processes have evolved to produce excellence in a specific culture; use by another culture will not be effective until fully understood and owned, with a culture of continuous improvement IT solution will not be effective if processes are new, or are simply an attempt to automate misunderstood processes Summary: The genuine and committed use of Performance Excellence model criteria can be the vehicle for such cultural change in particular in the Driver Triad 36 18
19 Thank You! The Performance Excellence Network (formerly Minnesota Council for Quality) is a non-profit corporation that advances improvement and performance excellence within organizations, individuals, and communities. The organization helps leaders identify strengths and improvement opportunities and builds networks that bring information, resources, knowledge, and best practices to organizations desiring to improve. Links for additional Performance Excellence information: Baldrige - EFQM Excellence Model - Alliance for Performance Excellence Performance Excellence Network - Process Excellence Network ASQ QMD Organizational Excellence Technical Committee Supplemental Slides Additional illustrative examples 38 19
20 Operational Excellence is a result of Leadership Performance Excellence Models provide criteria for Work Core Operational Excellence, however this is a result of Excellence in the Driver Triad, in particular performance in Leadership processes, e.g. how do leaders through personal actions: Guide and sustain your organization Communicate with your workforce and encourage high performance and so on (see Baldrige Criteria) 39 APQC Example Process Model APQC: Seven Tenets of Process Management 40 20
21 Value Chain with Metrics From Figure 7.1 Integrated Enterprise Excellence, Volume II, Business Deployment F.W. Breyfogle III 41 Process Drill-down 42 Fig 7.4 from The Integrated Enterprise Excellence System, Volume II, Business Deployment F.W. Breyfogle III 21
22 Adapted from NEI Standard Nuclear Performance Model 43 Value Chain Processes/Metrics Quantifying Improvement Project s Benefit F.W. Breyfogle III 44 22
CORE VALUES AND CONCEPTS
CORE VALUES AND CONCEPTS The Criteria are built on the following set of interrelated core values and concepts: visionary leadership customer-driven excellence organizational and personal learning valuing
More informationOverview of Business Excellence models
Overview of Business Excellence models 1 What are business excellence models? 2 What is business excellence? 3 Who uses business excellence models? 4 What are the common challenges associated with a business
More informationFrom Have To to Want To Moving from a Culture of Compliance to One of Excellence
From Have To to Want To Moving from a Culture of Compliance to One of Excellence Paul Grizzell President and Baldrige/EFQM Coach Core Values Partners, Inc. November 18, 2014 Presentation Overview Do YOU
More informationA conversation about the framework for performance excellence PERFORM LIKE A ROCK STAR!
A conversation about the framework for performance excellence PERFORM LIKE A ROCK STAR! Like Olympic athletes, pursing performance excellence in our work implies that we optimize every factor that goes
More informationVisionary Leadership. Systems Perspective. Student-Centered Excellence
Core Values and Concepts These beliefs and behaviors are embedded in high-performing organizations. They are the foundation for integrating key performance and operational requirements within a results-oriented
More informationCore Values and Concepts
Core Values and Concepts These beliefs and behaviors are embedded in high-performing organizations. They are the foundation for integrating key performance and operational requirements within a results-oriented
More informationWhy Baldrige, what s in it for me/my organization
Why Baldrige, what s in it for me/my organization ASQ Minnesota Monthly Section Meeting November 18, 2014 Pat O Boyle Fire-Form Consutling Agenda Background on Baldrige Basics of the Baldrige criteria
More informationEFQM MODEL CRITERIA APPLICABLE TO ANY ORGANISATION
EFQM MODEL CRITERIA APPLICABLE TO ANY ORGANISATION The beauty of the Model is that it can be applied to any organisation, regardless of size, sector or maturity. It is non-prescriptive and it takes into
More informationPerformance Excellence in America
Performance Excellence in America Created by Congress in 1987, the Baldrige Program helps organizations improve performance and succeed in the competitive global marketplace. It is the only Presidential
More informationCore Values and Concepts
Core Values and Concepts These beliefs and behaviors are embedded in highperforming organizations. They are the foundation for integrating key performance and operational requirements within a results-oriented
More informationAchieving Performance Excellence
Achieving Performance Excellence Baldrige 101 Workshop ASQ Professional Development Summit Today s Discussion Introduce the Baldrige framework Value and Benefits of Baldrige Regional Program MN, ND & SD
More informationPresentation to ASQ Section 701. Brent Duggleby. Baldrige Performance Excellence Program
Presentation to ASQ Section 701 Brent Duggleby Baldrige Performance Excellence Program Performance Excellence in America Created by Congress in 1987, the Baldrige Program helps organizations improve performance
More informationThe Vicious Cycle of Fighting Fires
From Fighting Fires to Innovation A Roadmap for Achieving Performance Excellence in Nursing Homes Objectives 1. Gain more knowledge of the Malcolm Baldrige National Quality Award Program and the Baldrige
More informationOrganizational Effectiveness
Organizational Effectiveness Second Edition Donna C. S. Summers I niwrsity of Dayton Columbus, O Contents Organizational Effectiveness. ' 2 What is an effective organization? 4 ' How is an effective organization
More informationUsing the Power of Statistical Thinking
Using the Power of Statistical Thinking Stat-Ease 2nd Annual DOE Conference Dinner Presentation July 28, 2000 Robert H. Mitchell Quality Manager, 3M Co. Past Chair, ASQ Statistics Division Objectives Obtain
More informationPMP Exam Preparation Workshop Project Quality Management
PMP Exam Preparation Workshop Project Quality Management 1 Learning Objectives By the end of this session you will understand: The PM Quality Processes The PM Process Groups Project Quality Management
More informationDeadly Sins of. Business Process Management. Smarter Solutions, Inc.
7 Deadly Sins of Business Process Management Introduction Wikipedia states that BPM is: Business process management (BPM) has been referred to as a "holistic management" approach to aligning an organization's
More informationICMI PROFESSIONAL CERTIFICATION
ICMI PROFESSIONAL CERTIFICATION Contact Center Management Competencies The ICMI Professional Certification Contact Center Management Competencies specify job role-specific knowledge, skills and abilities
More informationThe EFQM 2013 Model Changes. Implications for Organizations
1-June-13 The EFQM 2013 Model Changes Implications for Organizations by Sunil Thawani EFQM reviews the EFQM Excellence model every three years to ensure it continues to reflect reality and relevance to
More informationTHE NEW ISO STANDARDS ON MANAGEMENT SYSTEMS & THE EFQM EXCELLENCE MODEL
THE NEW ISO STANDARDS ON MANAGEMENT SYSTEMS & THE EFQM EXCELLENCE MODEL 1. Introduction In the year 2015 two ISO standards were revised. ISO 9001:2015, released on October 1, and ISO 14001:2015, released
More informationContents. Part I Business-Integrated Quality Systems. Part II Integrated Planning. Preface... xi
Contents Preface... xi Part I Business-Integrated Quality Systems 1 Organizational Structures... 3 General Theory of Organization Structure... 5 The Functional/Hierarchical Structure... 6 Matrix Organizations...
More informationFMEP: Facilities Management Evaluation Program
The Self-Evaluation Criteria FMEP: Facilities Management Evaluation Program 1.0 Leadership Senior leaders in an effective facilities organization set direction and establish customer focus, clear and visible
More informationBALDRIGE EXPRESS LEADERSHIP ASSESSMENT SUMMARY. Prepared for the Wisconsin Department of Workforce Development. October 2006
BALDRIGE EXPRESS LEADERSHIP ASSESSMENT SUMMARY Prepared for the Wisconsin Department of Workforce Development October 2006 2909 Landmark Place, Suite 110 Madison, WI 53713 (608) 663-5300 (608) 663-5302
More informationHow to Apply Statistical Thinking Effectively FTC Short Course Lynne Hare - Nabisco Roger Hoerl - General Electric Ron Snee - Consultant
How to Apply Statistical Thinking Effectively 1997 FTC Short Course Lynne Hare - Nabisco Roger Hoerl - General Electric Ron Snee - Consultant 1 I. Introduction and Motivation 2 Overall Goal To better prepare
More informationLean Silver Certification Essential Body of Work
The Essential Body of Work (EBW) describes the tasks conducted by lean professionals and thus lays the groundwork for understanding and evaluating the Lean Certification requirements. The tasks are listed
More informationA Holistic Framework for Business Excellence
Tutorials, J. Roberts Research Note 9 June 2003 A Holistic Framework for Business Excellence Most enterprises seek continuous improvement in the quality of their products, services and management. A holistic
More informationMalay (Rumi, Roman script)
Hai Malay (Rumi, Roman script) Project Management Process Groups Project Integration Management Initiating Planning Executing Scope Monitoring & Controlling Closing Knowledge Areas Time Cost Quality Human
More informationTotal Quality Management
Total Quality Management James R. Evans Total Quality Management Contents About This Course How to Take This Course ix xi 1 Quality in Manufacturing and Service 1 A Brief History Modern Developments
More informationCERTIFIED QUALITY IMPROVEMENT ASSOCIATE
CQIA CERTIFIED QUALITY IMPROVEMENT ASSOCIATE Quality excellence to enhance your career and boost your organization s bottom line asq.org/cert Certification from ASQ is considered a mark of quality excellence
More informationContinuous Improvement Toolkit. Project Charter. Continuous Improvement Toolkit.
Continuous Improvement Toolkit Project Charter The Continuous Improvement Map Managing Risk FMEA Check Sheets Data Collection PDPC RAID Log* Risk Assessment* Fault Tree Analysis Traffic Light Assessment
More informationCGEIT Certification Job Practice
CGEIT Certification Job Practice Job Practice A job practice serves as the basis for the exam and the experience requirements to earn the CGEIT certification. This job practice consists of task and knowledge
More informationRoot Cause Analysis for Learning Professionals
Root Cause Analysis for Learning Professionals Steve Hodgson, CPP, CPLP Director of Payroll Training American Payroll Association shodgson@americanpayroll.org Root Cause Analysis for Learning Professionals
More informationPerformance Excellence Is Always About People
Performance Excellence Is Always About People The Role of HR in Facilitating High Performance April 20, 2018 2 What Drives Performance Excellence? Improve employee skills Improve support processes Improve
More informationProject Quality Management. For the PMP Exam using PMBOK
Project Quality Management For the PMP Exam using PMBOK Guide 5 th Edition PMI, PMP, PMBOK Guide are registered trade marks of Project Management Institute, Inc. Contacts Name: Khaled El-Nakib, PMP, PMI-RMP
More informationPMPA Tech Conference Do we have the Tools and Knowledge to weather the Storm?
PMPA Tech Conference 2014 Do we have the Tools and Knowledge to weather the Storm? Quality Initiatives Malcolm Baldrige National Quality Award ISO Standards (ISO 9001, ISO 14001, AS 9100, ETC ) Six Sigma
More informationDesigning Organizational Systems
Designing Organizational Systems John Latham, PhD, CQE A Design Framework Università di Trieste, Italy Director, Monfort Institute at the University of Northern Colorado, USA Visiting Professor, Facoltà
More informationRESULTS. SAMPLE OF AN ACTUAL REPORT (PART II) Name of site left off. CERTIFIED: No Yes
MC WORKFORCE DEVELOPMENT BOARD Technical Assistance Report For XXX Center or Organization From the Certification Subcommittee Of the Quality Assurance Committee DATE SAMPLE OF AN ACTUAL REPORT (PART II)
More informationJourney to Excellence
Journey to Excellence 42 Deloitte A Middle East Point of View Fall 2015 Operational excellence The excellence agenda in the Gulf countries is increasingly changing the context in which governments operate
More informationLean Gold Certification Blueprint
The Lean Certification Blueprint provides additional useful information beyond the Body of Knowledge. The Body of Knowledge specifies the competencies, topics, and subtopics required by different types
More informationQuality and Excellence: Time for a National Award in Qatar. Omar Ben-Ayed
Quality and Excellence: Time for a National Award in Qatar February 2017 This white paper popularizes the concepts of excellence, quality and related awards. It also demonstrates the role that excellence
More informationROCKY MOUNTAIN PERFORMANCE EXCELLENCE POSITION DESCRIPTION FOR THE EXECUTIVE/MANAGING DIRECTOR
ROCKY MOUNTAIN PERFORMANCE EXCELLENCE POSITION DESCRIPTION FOR THE EXECUTIVE/MANAGING DIRECTOR ABOUT THE ORGANIZATION: Rocky Mountain Performance Excellence (RMPEx) is a Colorado nonprofit corporation
More informationPROJECT QUALITY MANAGEMENT. 1 Powered by POeT Solvers LImited
PROJECT QUALITY MANAGEMENT 1 www.pmtutor.org Powered by POeT Solvers LImited WHAT S PROJECT QUALITY MANAGEMENT? WHAT S PROJECT QUALITY MANAGEMENT? Project Quality Management processes include all the activities
More informationIowa s Public Health Agencies Strategic Planning
Iowa s Public Health Agencies Strategic Planning September 2012 Sarah Pavelka, MHA, OTR/L, CPHQ, FNAHQ Iowa Quality Center 1 Agenda & Objectives Introductions and Expectations Review of Strategic Planning
More informationSocietal Well-Being and Supporting Your Community - Baldrige in Action
Societal Well-Being and Supporting Your Community - Baldrige in Action 2 Laura Kinney, Performance Excellence Mentor Director, Organizational Excellence, Yakima Valley Memorial Hospital Criteria Characteristics
More informationLean Flow Enterprise Elements
"Lean Flow" describes the performance of organizations that are effective enough to win consistently in the competitive global marketplace. To understand how to get there, it s useful to focus on Lean
More informationExcellence Frameworks and Programs: Methods and Implementations. By Shawn Flynn 2018
Excellence Frameworks and Programs: Methods and Implementations By Shawn Flynn 2018 Introduction and History What is Excellence? Entomology, Quotes and History Origins: Middle English and from Latin for
More informationSEVEN TENETS OF PROCESS MANAGEMENT
SEVEN TENETS OF PROCESS MANAGEMENT APQC s Proven Approach Process management is a management practice or approach that defines the governance of specific business processes, enabling improved business
More informationRequirements Analysis and Design Definition. Chapter Study Group Learning Materials
Requirements Analysis and Design Definition Chapter Study Group Learning Materials 2015, International Institute of Business Analysis (IIBA ). Permission is granted to IIBA Chapters to use and modify this
More informationPerformance Improvement: What Matters Most
Performance Improvement: What Matters Most Jessica Jones, CHFP Managing Director jjones@hurconconsultinggroup.com 303-619-1379 RaNae Wright, MHA Community Market Leader ranae.wright@studergroup.com 513-236-9092
More informationUsing the Sterling/Baldrige Management System to Build an Integrated and Sustainable Organization
St. Petersburg Tampa ASQ Chapter January 12, 2009 Using the Sterling/Baldrige Management System to Build an Integrated and Sustainable Organization Robert Madeiros Supplier Quality Engineering Manager,
More informationWhat is ITIL 4. Contents
What is ITIL 4 Contents What is ITIL and why did ITIL need to evolve?... 1 Key Concepts of Service Management... 1 The Nature of Value... 2 How Value Creation Is Enabled Through Services... 2 Key Concepts
More informationHoshin Planning Issues and Resolution
Published on Quality Digest (http://www.qualitydigest.com) Hoshin Planning Issues and Resolution Figure out what to do after you figure out what to do Published: 03/16/2012 Forrest Breyfogle - New Paradigms
More informationVISION, MISSION, VALUES
VISION, MISSION, VALUES Vision Statement: Through a combination of best practices and well established strategic partnerships, the Department of Human Resources will recruit, develop, and support the diverse
More informationLean Enterprise Achieving efficiency in a world demanding effectiveness
Lean Enterprise Achieving efficiency in a world demanding effectiveness by Ron Sutter and Rick Nieves finding new answers in business. 2012 CGN Global Lean Enterprise Achieving efficiency in a world demanding
More informationBRIDGING. the Gap from Transformational Strategy to Operational Implementation
ARTICLE October 2018 Harold R. (Rocky) Ellens BRIDGING the Gap from Transformational Strategy to Operational Implementation Have you ever worked with two seemingly disparate concepts and struggled with
More informationInternational Journal on Textile Engineering and Processes, ISSN: , Vol 1, Issue 1, Jan2015
Total Quality Management in Terry Fabric Manufacturing Pranjali Chandurkar, CTF Abstract The challenge that companies face as the 21st Century gets underway, is to succeed in global economy where competition
More informationQuality Management. The Handbook for. A Complete Guide to Operational Excellence. Thomas Pyzdek. Paul Keller. Mc Graw Hill. Second Edition.
The Handbook for Quality Management A Complete Guide to Operational Excellence Thomas Pyzdek Paul Keller Second Edition Mc Graw Hill New York Chicago San Francisco Lisbon London Madrid Mexico City Milan
More informationDEVELOPING A CULTURE OF HIGH PERFORMANCE: (SAFETY, QUALITY, LEAN AND ALL OF IT)
DEVELOPING A CULTURE OF HIGH PERFORMANCE: (SAFETY, QUALITY, LEAN AND ALL OF IT) Kathleen Jennison Goonan, MD CEO, Goonan Performance Strategies August 15, 2012 Improve HCAHPS Improve patient/customer satisfaction
More informationTalent Community of Expertise
Future-State HR Service Delivery Model Operating Model Design IMPACT CoE HR Leadership Communications Change Management Executive Recruitment Talent Community of Expertise Talent Recruitment Talent Management
More informationBrown & Root. Brown & Root Case Abstract
1 Brown & Root Case Abstract In the cold climate of the North Sea off the coast of Scotland, competition and costs were rising for Brown & Root s marine oil rig construction and service contracts business.
More informationContinuous Improvement Toolkit
Continuous Improvement Toolkit Process Redesign Managing Risk PDPC Pros and Cons Importance-Urgency Mapping RACI Matrix Stakeholders Analysis FMEA RAID Logs Break-even Analysis Cost -Benefit Analysis PEST
More informationCertified Manager of Quality/Organizational Excellence (CMQ/OE) Body of Knowledge (BOK) 2014
Certified Manager of Quality/Organizational Excellence (CMQ/OE) Body of Knowledge (BOK) 2014 The topics in this new BOK include descriptive details (subtext) that will be used by the Exam Development Committee
More informationPROJECT MANAGEMENT. Quality Management (QM) Course 7 Project Management Knowledge Areas (5) Risk Management (RM)
PROJECT MANAGEMENT Course 7 Project Management Knowledge Areas (5) Quality Management (QM) Risk Management (RM) Cătălina Mancaș QM + RM Processes: Inputs Tools & Techniques Outputs Project Quality Management
More informationTHE CERTIFIED SUPPLIER
THE CERTIFIED SUPPLIER QUALITY PROFESSIONAL HANDBOOK Mark Allen Durivage, editor ASQ Quality Press Milwaukee, Wisconsin Table of Contents List offigures and Tables Preface Acknowledgments xi xv xvii Part
More informationIntegrated. Excellence. Forrest W. Breyfogle III. SmarterSolutions.com. April 2012 Whitepaper. Complimentary Whitepaper by. uality
April 2012 Whitepaper Integrated Enterprise Excellence An Enhanced Business Management System Complimentary Whitepaper by Forrest W. Breyfogle III President and CEO, Smarter Solutions, Inc. ## SmarterSolutions.com
More informationBALDRIGE EXCELLENCE FRAMEWORK A systems approach to improving your organization s performance
Examiner Version Includes Criteria Commentary health care BALDRIGE EXCELLENCE FRAMEWORK A systems approach to improving your organization s performance LEADERSHIP STRATEGY CUSTOMERS MEASUREMENT, ANALYSIS,
More informationUsing the AQIP Quality Tools. Wednesday, January 20, :00-1:00 p.m. CTL (CM-1120) Presenter: Steve Robinson
Using the AQIP Quality Tools Wednesday, January 20, 2010 12:00-1:00 p.m. CTL (CM-1120) Presenter: Steve Robinson CTL Session Description AQIP isn't just for accreditation! In this brief session, Steve
More informationQHSE PERFORMANCE METRICS AND IMPROVEMENTS, WHICH PROVIDE BOTTOM-LINE BENEFITS BY FORREST W. BREYFOGLE III
QHSE PERFORMANCE METRICS AND IMPROVEMENTS, WHICH PROVIDE BOTTOM-LINE BENEFITS BY FORREST W. BREYFOGLE III This is how QHSE does really enhance business! QHSE PERFORMANCE METRICS AND IMPROVEMENTS, WHICH
More informationCreating An Auditable Standard of Quality in Government
Creating An Auditable Standard of Quality in Government Presented by: Richard E. Mallory, MM, PMP CPS HR Consulting Chair Elect Government Division rmallory@cps.ca.gov 1 Richard E. Mallory, MM, PMP Rich
More informationManagement Accounting Concepts
1 First Issued February 1989 Revised March 1998 Management Accounting Concepts CONTENTS Paragraphs Introduction... 1-6 Evolution and Change in Management Accounting... 7-20 Management Accounting and the
More informationA school district uses the criteria to improve employee satisfaction and engagement
A Journey Guided by Baldrige A school district uses the criteria to improve employee satisfaction and engagement by Amanda Hankel Susan Muenter, HR director at the Pewaukee School District in Wisconsin,
More informationContinuous Improvement Toolkit. Pugh Matrix. Continuous Improvement Toolkit.
Continuous Improvement Toolkit Pugh Matrix Continuous Improvement Toolkit. www.citoolkit.com The Continuous Improvement Map Managing Risk FMEA Check Sheets** PDPC RAID Log* Risk Analysis* Fault Tree Analysis
More informationTHE CULTURE CANVAS A Working Guide and Checklist to Support the Development of a High-Performing Culture
denison TM THE CULTURE CANVAS A Working Guide and Checklist to Support the Development of a High-Performing Culture The Denison Model of High Performance A Systems Approach to Understanding and Managing
More informationProject Management CTC-ITC 310 Spring 2018 Howard Rosenthal
Project Management CTC-ITC 310 Spring 2018 Howard Rosenthal 1 Notice This course is based on and includes material from the text: A User s Manual To the PMBOK Guide Authors: Cynthia Stackpole Snyder Publisher:
More informationStaffing Lifecycle Management
Staffing Lifecycle Management A New Framework for the Talent Economy Strategy. Execution. Results. EXECUTIVE OVERVIEW The world of talent recruitment, acquisition and management is one of constant change
More informationQuadrant I. Module 25: Balanced Scorecard
Quadrant I Module 25: Balanced Scorecard 1. Learning Outcomes 2. Introduction 3. Balanced Scorecard Framework 4. Balanced Scorecard 5. Organisational Effectiveness 6. Balanced Scorecard & Organisational
More informationSeptember Promoting Regulatory Excellence. Presenters: Angela Ellis Gail Marshall Melissa McDonald
Quality Improvement Process: The North Carolina Board of Nursing Journey! Presenters: Angela Ellis Gail Marshall Melissa McDonald Promoting Regulatory Excellence A Journey Simply Defined... Getting from
More informationStefanos Stavridis & Filippos Tsimpoglou. LIBER 40th Annual Conference, Universitat Politècnica de Catalunya, Barcelona 29/6/2011-2/7/2011
Stefanos Stavridis & Filippos Tsimpoglou LIBER 40th Annual Conference, Universitat Politècnica de Catalunya, Barcelona 29/6/2011-2/7/2011 1. EFQM and the EFQM Model 2. University of Cyprus and EFQM 3.
More informationEFQM Excellence Model and Fundamental Concepts of Excellence. Taras Kalyta Ukrainian Association for Quality
EFQM Excellence Model and Fundamental Concepts of Excellence Taras Kalyta Ukrainian Association for Quality 1 Thank Lithuania for strong and constant support of Ukraine in different period of our history!
More information15. Process improvement
15. Process 15-1: Continual concept Role in quality management system Process, one of the 12 quality system essentials, establishes a programme for helping to ensure continual in laboratory quality over
More informationActionable enterprise architecture management
Enterprise architecture White paper June 2009 Actionable enterprise architecture management Jim Amsden, solution architect, Rational software, IBM Software Group Andrew Jensen, senior product marketing
More informationTQM and Reliability Engineering
Total Quality Management & Reliability Engineering Dr V. Muralidharan Dept. of Mechatronics SRM University Introduction Total Quality Management TQM is an enhancement to the traditional way of doing business.
More informationTALLINN EFQM OPEN DOORS DAY
TALLINN EFQM OPEN DOORS DAY 3 rd June 2014 Marc Amblard, CEO Introducing EFQM What is EFQM? Non-profit foundation formed in 1989 450 Members in 60 countries 35 Partners in 31 countries 30,000 organisations
More informationWHY QUALITY IS IMPORTANT? PRODUCT AND QUALITY COSTS OF POOR QUALITY COST OF ACHIEVING GOOD QUALITY. Prevention costs.
WHY QUALITY IS IMPORTANT? Lecture 7: Quality management systems PRODUCT AND QUALITY Quality has direct impact on economic results in both ways Costs Incomes Quality assurance Poor quality costs Higher
More informationEXECUTIVE DEVELOPMENT & GROWTH FOR EXCELLENCE (EDGE)
EXECUTIVE DEVELOPMENT & GROWTH FOR EXCELLENCE (EDGE) A Singapore Workforce Skills Qualifications Programme To keep up with the changing needs of a knowledge-based economy, the EDGE programmes are designed
More informationProcess-Based Management
Process-Based Management ACME ENERGY SERVICES Pat Dowdle Jerry Stevens MANAGEMENT ACCOUNTING GUIDELINE CASE STUDY CONTENTS Background 1 The Journey 2 Preparing On-Site Visit 4 Strategy and Planning 4 Governance
More informationClosing the Health Care Improvement Gap
Session D3/E3 This presenter has nothing to disclose Closing the Health Care Improvement Gap Brandon Bennett & David Williams December 13, 2017 Welcome 2 Brandon Bennett Founder Improvement Science Consulting,
More informationSDAHO Conference /20/18
BRINGING YOUR QUALITY AND IMPROVEMENT PROGRAMS HOME FOR A VICTORY SARAH PAVELKA, PHD, MHA, OTR/L, CPHQ, FNAHQ SDAHO Annual Conference - Quality Track- SDAHQ Weds Sept 20, 2018: 8:00 9:00 am & 1:30 2:30
More informationCompetency and Values Framework
college.police.uk Competency and Values Framework Implementation guidance BetterProfessionals forbetterpolicing Limited (2017) This publication is licensed under the terms of the Non-Commercial College
More informationFor the PMP Exam using PMBOK. PMI, PMP, PMBOK Guide are registered trade marks of Project Management Institute, Inc.
For the PMP Exam using PMBOK Guide 5 th Edition PMI, PMP, PMBOK Guide are registered trade marks of Project Management Institute, Inc. 1 Contacts Name: Khaled El-Nakib, MSc, PMP, PMI-RMP URL: http://www.khaledelnakib.com
More informationQuality and Excellence in Higher Education. Mike Pupius Director, Centre for Integral Excellence Sheffield Hallam University
Quality and Excellence in Higher Education Mike Pupius Director, Centre for Integral Excellence Sheffield Hallam University The university as a system Broad focus STRATEGIC Leadership of institution Managerialism
More informationQuality Improvement in the Modular Housing Industry
Quality Improvement in the Modular Housing Industry Ahmad K. Elshennawy, Ph.D. Michael A. Mullens, Ph.D., PE Isabelina Nahmens Department of Industrial Engineering & Management Systems University of Central
More informationAn Introduction to Hoshin Kanri, a.k.a. Strategic Goal Deployment How to Use this Process to Deploy Your Strategic Goals
An Introduction to Hoshin Kanri, a.k.a. Strategic Goal Deployment How to Use this Process to Deploy Your Strategic Goals Pete Winiarski Win Enterprises, LLC Hoshin Kanri has its roots in the 1950s, with
More informationISO Collaborative Business Relationship Management Your implementation guide
ISO 44001 Collaborative Business Relationship Management Your implementation guide ISO 44001 Collaborative Business Relationships enhances the performance and competitiveness of your organization Collaborative
More informationFor over two decades, the successful teachings and practices of Edward
c01.qxd 5/4/07 9:33 AM Page 11 Emergence of Human Factors For over two decades, the successful teachings and practices of Edward Deming, Joseph Juran, Quality Management, Total Quality Management, and
More informationISO 9001 Auditing Practices Group. Aligning the QMS with the achievement of organizational and business success
Slide 1 ISO 9001 Auditing Practices Group Guidance on: Effectiveness Aligning the QMS with the achievement of organizational and business success Slide 2 Business, Quality and Excellence Models and Tools
More informationSTRATEGIC PLAN One College - Committed to Continuous Improvement
STRATEGIC PLAN 2017-2020 One College - Committed to Continuous Improvement During my first year at St. Louis Community College, I have had a fantastic experience in meeting and working with community leaders,
More information4/10/2014. Developing an HR Strategic Plan A Step by Step Approach. Agenda. By a Show of Hands: The HR Strategic Plan. Critical Success Factors
Developing an HR Strategic Plan A Step by Step Approach Sue Jones Managing Director - KLS Group (541) 213-2075 sue@theklsapproach.com www.theklsapproach.com Creating an HR Strategy Agenda The HR Strategic
More informationMANAGEMENT INFORMATION SYSTEMS COURSES Student Learning Outcomes 1
MANAGEMENT INFORMATION SYSTEMS COURSES Student Learning Outcomes 1 MIS 180: Principles of Information Systems 1. Explain the importance of determining information system requirements for all management
More informationContinuous Improvement Toolkit. Standard Work. Continuous Improvement Toolkit.
Continuous Improvement Toolkit Standard Work The Continuous Improvement Map Managing Risk FMEA Understanding Performance** Check Sheets Data Collection PDPC RAID Log* Risk Analysis* Benchmarking*** Interviews
More information