Executive and Middle Managers need to identify their critical processes and be able to assure that these processes meet or exceed their customer’s valid requirements. They need to understand when and how to monitor their performance, whether the performance level was due to process variability or to exceptional performance, and how to analyze these processes to determine when they should be improved or totally redesigned. They also need to know how to design new processes to assure that the customer requirements are met or exceeded.
Benefits
- Clearly identify your customer obvious and hidden needs and expectations.
- Analyze how your key processes align with the corporate key business drivers.
- Understand how well your processes are doing in meeting your customer requirements.
- Build awareness of the concepts of variability and its effect on your processes, and its results.
- Learn how to recognize patterns and other signs to help you make better decisions.
- Determine which processes require more effort and oversight and a higher priority.
- Analyze the performance of these processes to determine when they should be redesigned.
Highlights
- Knowing the Customer and Their Needs
- Are you Good or Are you Lucky?
- Identifying the Core Processes of Your Business
- Defining and Controlling the Process
- Are You Doing a Good Job?
- Establishing Measurement Systems
- Types of Indicators – Selecting the Right Ones
- Reactive or Preventive?
- Common or Special Variability
- Prioritization of Processes
- If it Ain’t Broke, Should you Change It?
Link to Malcolm Baldrige National Quality Award Criteria
This is a hands-on workshop. Although it concentrates mainly on all Process Management criteria, because of its integrated nature, it also touches on some aspects of Customer and Market Focus, Information and Analysis, Strategic Planning, and Results.
Duration
- 1 Day