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EVENTS
WORKSHOPS
70% Doing (breakout sessions) and just 30%
Viewing (slides and breaks)
The workshops are guided by the book -
CHANGE
WHY???
YOU SHOULD CHANGE the PROCESSES of YOUR BUSINESS
O
Customers
External - Internal - Indirect
O
Metrics
Driven by Customer's "W's"
O
Process Change
Driven by Metrics
O
CULTURE CHANGE
The book is available at
amazon.com books in the ‘Business Management’ section.
The book is a guide to understand how to connect Customer Focus with your metrics defined by your internal and external
customer's needs (W's). The metrics determines WHY change and WHAT to change
first;
THEN which tools, iniatives, transformations, etc. to use and most importantly how to change the culture to make the
improvement lasting.
See below or go to
Workshops for more information!
All four focuses should
require eight hours. Workshops on just one of the four focuses should
require two hours.
FIRST FOCUS Customer Focus
- The "W's"
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Who is your customer -
(External, Internal, Indirect)
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What does your customer need -
(Design, Product, Cost,
Quality)
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When the Customer Wants it -
(Velocity and Delivery)
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hoW the Customer Wants it -
(Receiving, Packaging and
Installation)
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Where the Customer Wants it -
(Location and Logistics)
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in the Way the Customer Wants it -
(Ordering, Confirming
and Invoicing)
SECOND
FOCUS Customer
Focused Metrics – Leading Indicators, Driving Metrics
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The "W's" Drive what the metrics are and
which metrics to measure
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Leading Indicators (Metrics) Drive Lagging
Indicators (Metrics) -
Downstream processes define
upstream metrics
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These metrics Drive which process to work on
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A business' processes can be defined by the
"D's" - Define/Design, Deal, Do, Done
THIRD FOCUS Customer
Focused Process Change – Data, Root Cause, Mistake Proofing
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Data Data Data -
Perception is not everything
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Root Cause -
Design characteristic of the
product or process that Caused start of the chain of events
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Mistake Proofing -
Change the design of the product or process
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Selecting members of a change team and
concepts of Change
MOST
IMPORTANTLY Culture
Change not Just Process Change
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Environment –
Organized and Visual
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Attitude -
Positive
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Virtual –
It occurs everyday without a
major iniative
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Change not Just Correct -
Change design of the product
or process, not correct problems
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Promote Improvements -
Celebrate WINS
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Buy In –
Management AND employees
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Customer Driven Metrics -
Don’t measure apples by
counting oranges
If you need help
understanding WHY change the your business -
Click on >
Contact Us
to tell us how we can help you.
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