Transcript Work Process Management - America Needs Baldrige!

Matt Fleming
President
What is a Work Process?
Linked activities designed to produce an outcome
(all work done in an Organization is part of a
Process)
 ADLI (Approach, Deployment, Learning &
Integration)
 Key Work Processes
 Processes that Contribute to an Organization’s Core
Competencies
 Key Support Processes
 Support the Organization’s Value-Creation Processes
A Process to Manage Processes?
 Process Governed by a Centralized Authority
Quality Management Systems (QMS)
Needs to be Systematic & Sustainable
Needs to be in Alignment with the Business
 Have to be able to Measure the
Results/Effectiveness of Processes
Results (Key Measures, Goals & Accountability)
Audits (ISO)
Complicated made Simple
 “If you can’t explain it to a six year old, you
don’t understand it yourself”
 Albert Einstein
How to Manage Work Process
 Design
 Manage
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 Innovate
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Implement
Execute
Review
Improve
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2 Manage
Design
 Design Work Processes to meet Work Process Key
Requirements (beware of “Loophole Hunters)
 Stakeholder Key Requirements
 Strategies (Company or Department)
 Value Propositions
 Core Competencies
 Goals (Need Key Measures & Accountability)
 Business Rules
 Desired Output
 Create Work Process Maps
 Create Work Instructions/WIS
Manage
 Manage
 Implement
 Training & Integration
 Execute
 Performing Processes in Alignment with Standards
 Review
 Ensure Work Process Key Requirements are Met
 Results (Key Measure Performance against Goals)
 Improve (Performance Improvement System)
 Corrective Action Report (CAR)
 Opportunity for Improvement (OFI)
 Process Stewardship – Keeping Processes in Alignment with
Business’ Needs & Direction
Innovate
(Performance Improvement System)
 Idea Development
 Manage for Innovation
 Idea Categorization &Prioritization
 Idea Implementation
 Strategic Plan (Company or Department)
 Bucket List
 CAR List (Non-Conformities)
 OFI List (Opportunities for Improvement)
 Suspense
 Project Management Process
The Difference Between
Improve & Innovate
 Improvement
 Keeps Processes in Alignment with Business Needs & Direction
 Part of Management
 Requires Great Stewardship and Integration
 CARs (Non-Conformities) – When a Process Fails to Meet its
Work Process Key Requirements
 Broken or Wrong (Right Today but Wrong Tomorrow)
 OFIs (Opportunities for Improvement) – Incremental, NonStrategic Changes Necessary for “Keeping Up”
 Innovation
 Strategically Important
 Game-Changing
 Have to Manage for Innovation
Matt Fleming
President