Initial customer discussion
to identify opportunities and customer requirements Identify and prioritize
potential areas of improvement
PBS Group - customer meeting
to define the needs, determine proposal outline - including agreement as
to the desired outcome, discussion of the approach / tools to be employed.
This step is designed to develop the appropriate information with which
to draft the proposal.
Form teams and develop
precise project scope and problem statements Translate process improvement
goals into clearly defined projects
"Identification of resources in the client company
with whom to work, definition of processes for ongoing interaction with
the client, agree to the deliverables, define methodology for the project,
develop timeline with deliverables, set up ongoing communication processes
1. Priority of problems to be addressed (no more than 5)
2. Areas of focus
3. Precise problem statements
4. Tasks to be accomplished
5. Metrics for measuring success
6. Target goal timing
7. Assignment of responsibilities - completion of template "
Outline and analyze
the"As Is" situation. Collaborative- team process to determine current company
specifics in a methodical and organized manner
"Establish template to develop understanding, organizational
agreement, and communication of the specific current detailed situation
regarding the previously identified problem statements. Allows the problem
statements to be attacked in an organized and methodical way. Allows an
understanding of the problem statements from a collaborative organizational
perspective. Outline ""As Is"" Process Identify Problems With the ""As-Is""
Process Identify Customer Requirements and Metrics for Each Identify Largest
Problems and Root Causes "
Define Desired Outcomes
for "To Be Results" Envision "To Be" process characteristics and steps in
"Data gathering to develop
understanding, organizational agreement, and communication of the specific
desirable and achievable goals for the previously identified problem statements.
- to be formed in a collaborative way with organizational buy in. Intensive
PBS Partner / Customer collaboration -Template format - Determine ""To-Be""
Process Characteristics Gather Benchmark Data (if appropriate)
Agree on improvement approach –
3. Breakthrough Outline the ""To-Be"" Process Steps "
Gap Analysis Define
tasks to close gap from the "AS IS" to the "To Be"
Intensive Customer / PBS
Partner collaboration. Revision of problem statements as necessary. Assignment
of objectives, tasks, timing and responsibilities. Assure internal
agreement and functional area buy in.
Prioritize, plan and
test proposed solutions
Review actions and develop
plans to test solutions. Determine who will be effected by testing. Test
solutions, analyze and document results. Review alternatives if solutions
are not valid.
Refine and Implement
Integrate results from solutions testing into overall operation and involve
people to ensure their acceptance of the improvements
Develop a plan for implementation
of final solution. Determine who will be affective by the improvement. Implement
the plan. Document results, establish measurement strategy.
Measure progress and
hold gains. Track progress against established measurements
Measure progress over
time and evaluate. Validate progress against goals (template). Obtain customer
feedback. Obtain agreement on next new goal.
Acknowledge team and
communicate results Recognition of achievements and motivation for improvements
recognition. Deliver recognition and/or reward. Communicate results.