Note: The activities are the primary focus of this working session, and have the overall objective of establishing a "draft" process management infrastructure for one of more critical business processes. Instruction is brief and focused on putting the tasks in context and preparing teams to "do" process management work.

Introduction

• Welcome & Introductions
  
  
• Workshop Objectives & Agenda

Process Management Components

• Focus Area: Business Processes
  • Process defined; core and enabling processes
  • Levels of a process
    
    ACTIVITY: Review and revise/refine current Level 1 Core and Enabling process architecture as needed. (20 min)
    
    
  • Six Sigma structure
  • SIPOC model and process mapping
    
    ACTIVITY: Create a Level 2 SIPOC diagram for one or more Level 1 processes. (30 min – 1 hour)
    
    
• Focus Area: Customers
  • Voice of the Customer strategy
  • Customer needs: "output" vs. "service"
    
    ACTIVITY: Identify key Level 2 customer requirements. (30 min)
    
    
• Focus Area: Measurement Systems
  • Dashboard focus options
  • Linking business variables: X's and Y's
  • Perspectives in measurement: efficiency vs. effectiveness
    
    ACTIVITY: Identify key output "Y measures for the process. (30 min)
    
    
• Operational Definitions and Data Types
  • Creating operational definitions, plus a few examples
  • Identifying data types
    
    ACTIVITY: Refine output (Y) measures. (30 min)
    
    
• Process Dashboards
  • Definition, uses and benefits
    
    ACTIVITY: Prioritize and select four to seven key input (X) measures; use them and your top Y measure(s) to design a process dashboard. (45 – 75 min)
    

Tying Process Management to Change Efforts

• Project Selection
  • Leader responsibilities in project selection
  • Project selection essentials
    
    ACTIVITY: Based on process SIPOCs created earlier, identify top project possibilities and write problem/opportunity statements for each. (30 min)
    
    
  • Project selection criteria
  • Project scope/sizing and prioritization

• Project Charters
  • Components of a charter
  • Creating a business case, plus an example
    
    ACTIVITY: Identify potential projects, taking into account ROI for each opportunity, strength of business case, scale and number of projects and resource availability. (30 min)
    
    
  • Six Sigma deployment planning
    
    ACTIVITY: Discuss ways of incorporating process management into leadership activities. Make action plan to finish dashboard. Identify next steps. (20 min)
    

Action Planning

• Review working session accomplishments
  
  
• Potential Next Steps
  • Validate high level processes
  • Verify customer requirements based on "Voice of the Customer" data
  • Evaluate and enhance current VOC systems
  • Refine measurement Dashboards
  • Develop operational plan for Dashboard creation and review
    
    ACTIVITY: Develop specific Next Step plan with dates, responsibilities, and resources