Improve Business Operations Profitability service portfolio

1. Improve Business
Execution & Performace
June 2008
www.goldenti.com.mx

2. Our Target
Customer Satisfaction
+
Cost of Poor Execution
Business Performance
2
www.goldenti.com.mx

3. What is included at COPE?
Costs of Poor Quality.
Like: Rework tasks; Duplicated activities; miss interpretation;
Field failures, Lack of control, etc.
Low Productivity.
Miss alignment between strategy and operation.
Poor process mapping and KPI definition and implementation.
Lack of process standardization and high % of non value add activities.
3
www.goldenti.com.mx

4. How to improve?
Define and deploy business strategy.
Implement operational models like:
KPIs Management
BMP
Management by Objectives
ISO 9001
Performance Appraisal Management
etc.
Implement quality assurance models.
Implement continuous improvement tools.
4
www.goldenti.com.mx

5. How to improve?
Define and deploy business strategy.
5
www.goldenti.com.mx

6. Balance Scorecard
Review Site
Mission
Review Site Review
Vision Budget & Structure
Review Site
Define Biz
Values
Initiatives
SWOT
Define Biz
Drivers
Define Biz
Strategy Areas
Define
Metrics
6
www.goldenti.com.mx

7. BIZ model without BSC
Mission
Why we exist
Core Values
What we believe in
Vision
What we want to be
Strategy
Our game plan
Projects
What we need to do
7
www.goldenti.com.mx

8. BIZ model with BSC
Mission
Why we exist
Core Values
What we believe in
Vision
What we want to be
Strategy
Our game plan
Strategy Map
Translating the strategy
Balanced Scorecard
Measure and focus
Strategic Initiatives
What we need to do
Personal Objectives
What I need to do
Strategic Outcomes
Satisfied Delighted Efficient and Effective Motivated and Prepared
Shareholders Customers Processes Workforce
8
www.goldenti.com.mx

9. How to improve?
Define and deploy business strategy.
Implement operational models like:
KPIs Management
BMP
Management by Objectives
ISO 9001
Performance Appraisal Management
etc.
9
www.goldenti.com.mx

10. Key Performance Indicator Management
OBJECTIVE
Increase Customer
Satisfaction
Objectives articulate the
components of our strategy
MEASURE / TARGET
Measure
90%
Customer
Satisfaction
Survey Rating
gap
45% INITIATIVE
$M
Implement automated case
Target
management system and
90% favorable
overall train Every Rep in 05
Target Actual
Measures track our progress toward Initiatives help close the gap
achieving and communicating the intent between our current and
of the objective desired performance
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www.goldenti.com.mx

11. BPM
Define Value Add Core Processes
11
www.goldenti.com.mx

12. Business Process Mapping
Define a process.
Define a process owner.
Document the process.
Define interaction between process.
Monitor a improve continuously the process performance.
Keep records.
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www.goldenti.com.mx

13. ISO 9001 Business Model
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www.goldenti.com.mx

14. How to improve?
Align IT strategy with business strategy.
Implement operational models like:
ITIL
CMMI
ISO 27001
PMBOK
ISO 9001
etc..
Implement Quality Assurance Models.
Implement continuous improvement tools.
14
www.goldenti.com.mx

15. Quality Assurance Model
Ensure process execution.
• Process flow.
• Process failure mode and effect analysis.
• Control plan.
Management of process deviations.
• Corrective action management.
• Problem solving & root cause analysis.
Ensure practice and performance.
• Quality system audit.
• Process audits.
Implement continuous improvement programs.
• Preventive actions.
• Kaizen.
• Lean - Six Sigma tools.
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www.goldenti.com.mx

16. Quality Assurance Control
Ex. Process Icon model
Controls
Information Out
Information In
Product Out
Product In
Resources In Resources Out
Safety
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www.goldenti.com.mx

17. Process Audit
Customer Approach
Customer Satisfaction improvement action plan
Process Approach
Core Processes Performance
Process Flow
FMEA
Control Plan
Working Instructions
Process Control.
Risk Management
Quality Performance
Critical to Customer KPIs
Critical to Business KPIs
Operational KPIs management.
Continuous improvement management.
Defect data management
Procurement Performance
Supplier PPMs
Supplier OTD
Downtime by shortages
People Approach
Certification of skills and competences
Skills and competences development
17
www.goldenti.com.mx

18. Value Stream Mapping
NVA. No Value Add Activities
NA. Necesary Activities
VA. Value Add Activities
18
www.goldenti.com.mx

19. How to improve?
Align IT strategy with business strategy.
Implement operational models like:
ITIL
CMMI
ISO 27001
PMBOK
ISO 9001
etc..
Implement Quality Assurance Models.
Implement continuous improvement tools.
19
www.goldenti.com.mx

20. Brief Introduction to Six Sigma
Resources,
Design Process
Parts and
Margins Capabilities
Materials
Organisation
Measurement
Infrastructure
Systems
Six sigma focuses on addressing and significantly reducing the occurrences of
root causes—inadequate design margins, unstable parts and materials, and
insufficient process capabilities, measurement systems and organization
infrastructure.
20
www.goldenti.com.mx

21. Six Sigma Strategy
Application Implementation
Strategy Strategy
u Define u Leadership
u Measure u Champions
u Analyze u Black Belts
u Improve u Projects
u Control
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www.goldenti.com.mx

22. DMAIC Summary
u Define the project charter.
u Establish the team.
Define u Confirm performance gaps.
u Explore the process.
u Identify all sources of variability (the X’s).
Measure
u Validate measurement / decision making systems.
u Establish the initial capability (for the Y’s).
u Assess and quantify Y = f(X)
Analyze
u Identify critical X’s.
u Screen the potential causes.
u Identify optimum operating parameters.
Improve
u Confirm solutions.
u Determine the final process capability.
u Implement solutions & process controls.
Control
u Document learning.
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www.goldenti.com.mx

23. Cost of Poor Quality
Easily Identified, but only
the
TOP of the ICEBERG
Inspection
Overtime Idle time (tangible)
Defects Rework
Long Cycle Times
Lost Sales
Cost of Capital
(less obvious) Missed
Commitments
Redundant
Lost Opportunity
Processes
Inaccurate Reports
Expediting Costs
Lost Customer Excessive Planning
Loyalty
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www.goldenti.com.mx

24. Providing integrated solutions that
exceed our customers expectations and
enable them to increase their
competitiveness.
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www.goldenti.com.mx

25. How ISOSYSTEM CAN HELP.
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26. Automation -> Critical Success Factor
CHALLENGES
Corporate Solution
Modular and Incremental Implementation
ISOSYSTEM Governance
Avoid Application Silos
Suite
Avoid Extra Integration Costs
Facilitate Users Training
Compliance
Framework Convergence
Decrease TCO
Accelerate ROI
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27. Risk Management
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28. Incident Management
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29. Incident Management
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30. Project Management
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31. Project Management
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32. Performance Management
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