Determine the following:
• Purpose/Mission of Process or WorkTeam
- Created by Executive Process Owners
- How it was formed & members chosen
The first team meeting should lay the foundation for how the group will set and achieve their goals.
• Define goals of group • Location of meetings
• Roles and Responsibilities • Frequency of meetings
• Is accountable for the quality of process output.
• Is responsible for results of the process.
• Has the authority and ability to make changes.
• Can allocate resources (people, time, money, equipment).
• Is responsible of satisfactorily carrying out ownership roles and responsibilities to handling other priorities.
• Appoints sub-process owners.
• Exercises authority to effect change.
• Plan and schedule meetings.
• Communicate teams activities & progress to Process Owners.
• Keep team focused.
• Responsible for the integrity of all data used in setting up measurements.
• Provide expertise on process improvement activities.
• Provide technical assistance with process improvement tools and techniques.
• Assist in determining and developing operational measurements.
• Be the subject matter experts on, and represent, your Operations area.
• Communicate with appropriate Operational employees to collect data and implement customer focused measures.
• Collect and analyze data for measurements.
• Identify appropriate Operations employees to monitor and measure data on an ongoing basis.
• Actively participate in team meetings.
Measurements should track how well our processes are performing according to:
• Customer Expectations (inc perception) • Organization Objectives
• Customer Satisfaction • Value Drivers
• Competitive Benchmarking • Employee Satisfaction
The above stated types of measurements will help determine the overall quality, efficiency, and effectiveness of all processes.
The activities involved in defining and establishing measures include:
1. Determining effective measures
2. Reviewing and validating existing measures
3. Implementing new measurements
4. Install a measurement and reporting system
5. Establish a feedback and monitoring system
6. Monitor measurements
Establishing Effective Measurements:
• Customer expectations/requirements
• Practical to implement
• Easy to comprehend
• Consensus of agreement by group
• Able to help drive culture change
These types of measurements should provide objective data that will drive decisions that will produce long-term customer preference.
It is vital that our measurements be easily defined, understood and communicated to assure common understanding.
A small amount of meaningful measures are worth 10 times more than a large amount of nice to know measures (non-value added).
If at the beginning measured identification is difficult, start with customer satisfaction, every major process has a customer.
This also requires agreement on what measures will be reported and that method and system support is available. The Action Plan must include trend analysis and plans of who will respond to them in a timely basis.
It's also important to share feedback with workers in the process as well as customers and suppliers.
6. MONITOR MEASUREMENTS