Developing Key Processes Descriptions

1
Developing Key Processes Descriptions

• Process for developing Key Process descriptions

2
The general process for developing Key Process
descriptions

• 1. Start with a basic process flow, such as
  PDCA.
• 2. Draft the process for your organization.
• 3. Review your Key Factors Worksheet. Is there
  something in that sheet that should be reflected
  in the chart? If yes, modify.
• 4. Quickly review the Category Criteria to see
  if there is something that your organization does
  that could be addressed in this chart. Revise as
  needed.

3
The general process for developing Key Process
descriptions

• 5. Quickly review Core Values to see if there
  is something that your organization does that
  could be addressed within this chart. Revise as
  needed.
• 6. Label the chart with a title and figure
  number.
• 7. Repeat steps for remaining Key Processes.

4
Key Process Leadership System

• Item 1.1 Senior Leadership
• Things to consider when describing a Leadership
  System
• A system is different than a process. A system
  is multiple processes.
• What are your organizations core values?
• How do your values impact the way you approach
  work?
• Suggestion Start with a basic design and then
  customize to meet your needs and describe how
  your leadership operates.

5
Key Process Leadership System

• Item 1.1 Senior Leadership
• Possible examples of a leadership system
• Begin with PDCA cycle and describe as a
  continuous loop.
• Begin with a basic wheel (hub, spokes, and
  outside ring). Hub could be mission or
  customers, spokes could include staff, processes,
  partners, etc., and ring could be processes or
  something.
• Begin with a Baldrige type framework and modify
  to meet your needs.

6
Key Process Leadership System

• Item 1.1 Senior Leadership
• Suggested process for drafting Leadership System
• Begin with a general process, such as the PDCA
  cycle.
• Review your Key Factors. Incorporate applicable
  key factors in the generic system chart.
• Read through the Multiple Requirements discussed
  in Item 1.1 and associated foot notes. Is there
  something asked in the Criteria that you are
  doing which should be included? If yes, add it
  to your leadership system figure.

7
Key Process Leadership System

• Item 1.1 Senior Leadership
• Suggested process for drafting the PROCESS
• Review Core Values to see if there is something
  that your organization does that could be
  addressed within this chart. Revise as needed.
  
• Label your draft system with a title and figure
  number. For example Figure 1.1-1 Leadership
  System.

8
Key Process Leadership System

• Exercise 15 minutes
• Using the process suggested - develop a draft
  leadership system for your organization
• Label your draft system with a title and figure
  number
• Record on chart paper
• Identify a presenter

9
Key Process Strategic Planning

• 2.1 Strategic Planning
• Things to consider when describing the Strategic
  Planning Process
• Process are usually a series of steps describing
  activities performed to produce a product or
  service.
• The strategic planning process often includes
  action planning which is referred to in Item 2.2
  responses.

10
Key Process Strategic Planning

• 2.1 Strategic Planning
• Suggested process for drafting the PROCESS
• Start with basic Plan, Do, Monitor/Measure, and
  Act approach.
• Decide if you want the chart to include action
  planning.
• Add specific planning steps for your organization
  to the four basic phases.
• Review your Key Factors, then Item Criteria, and
  finally Core Values. Modify your process chart
  to reflect these factors as appropriate.
• Label process with a title and figure number.

11
Key Process Strategic Planning

• Exercise 15 minutes
• Using the process suggested develop a draft
  strategic planning process for your organization
• Label draft process with title and figure number
• Record on chart paper
• Identify a presenter

12
Key Process Identifying customers, groups, and
market segments

• Item 3.1 Customer and Market Knowledge
• Things to consider when describing this process
• What types of information do you use to evaluate
  customer perceptions, complaints, etc?
• How do the different types of customer
  information you use align with your product and
  service lines?

13
Key Process Identifying customers, groups, and
market segments

• Item 3.1 Customer and Market Knowledge
• Suggested process for drafting the PROCESS
• Start with basic sources of information
  (inputs) analyses recommendations and
  identification of customers, groups, and market
  segments.
• Add specific steps based on how your organization
  accomplishes this activity.
• Review your Key Factors, then Item Criteria, and
  finally Core Values. Modify your process chart
  to reflect these factors as appropriate.
• Label process with a title and figure number.

14
Key Process Identifying customers, groups, and
market segments

• Exercise 15 minutes
• Using the process suggested develop a draft
  customer, group, market segment identification
  process for your organization
• Label draft process with title and figure number
• Record on chart paper

15
Key Process Determining customer requirements

• Item 3.1 Customer and Market Knowledge
• Things to consider when describing this process
• What types of information do you use to identify
  customer needs and expectations (i.e. surveys,
  focus groups, participation on teams, complaints,
  etc?)
• The process needs to account for different
  customer groups and different requirements.

16
Key Process Determining customer requirements

• Item 3.1 Customer and Market Knowledge
• Suggested process for drafting the PROCESS
• Start with basic sources of information
  (inputs) analyses recommendations and
  identification of requirements. Add specific
  steps based on how your organization accomplishes
  this activity.
• Review your Key Factors, then Item Criteria, and
  finally Core Values. Modify your process chart
  to reflect these factors as appropriate.
• Label process with a title and figure number.

17
Key Process Determining customer requirements

• Exercise 15 minutes
• Using the process suggested develop a draft
  customer requirements determination process for
  your organization
• Label draft process with title and figure number
• Record on chart paper

18
Key Process Customer complaint management

• Item 3.2 Customer Relationships and Satisfaction
• Things to consider when describing this process
• Which customer segments have the ability to file
  a complaint?
• How does a person file a complaint?
• How is the complaint documented?
• How is complaint resolved?
• Is the loop closed with the customer?
• How are complaint data aggregated, analyzed, and
  used to identify systematic improvement
  opportunities?

19
Key Process Customer complaint management

• Item 3.2 Customer Relationships and Satisfaction
• Suggested process for drafting the PROCESS
• Start with the filing of a complaint (inputs)
  resolution of the complaint documentation and
  analysis of information.
• Review your Key Factors, then Item Criteria, and
  finally Core Values. Modify your process chart
  to reflect these factors as appropriate.
• Label process with a title and figure number.

20
Key Process Customer complaint management

• Exercise 15 minutes
• Using the process suggested develop a draft
  customer complaint management process for your
  organization
• Label draft process with title and figure number
• Record on chart paper

21
Key Process Selecting, collecting, and
analyzing measures

• Item 4.1 Measurement, Analysis, and Improvement
  of Organizational Performance
• Things to consider when describing this process
• Which measures are required and who requires
  them?
• Which measures do you identify?
• Who approves measures?
• How are measures used within your organization?

22
Key Process Selecting, collecting, and
analyzing measures

• Item 4.1 Measurement, Analysis, and Improvement
  of Organizational Performance
• Suggested process for drafting the PROCESS
• Start with the measures that your organization
  identifies and controls identification steps,
  approval steps, collection, reporting, use.
• Review your Key Factors, then Item Criteria, and
  finally Core Values. Modify your process chart
  to reflect these factors as appropriate.
• Label process with a title and figure number.

23
Key Process Selecting, collecting, and
analyzing measures

• Exercise 15 minutes
• Using the process suggested develop a draft
  process for selecting, collecting, and analyzing
  measures
• Label draft process with title, and figure number
• Record on chart paper

24
Key Process Performance management systems
support performance and engagement

• Item 5.1 Workforce Engagement
• Things to consider when describing this process
• How are people evaluated?
• Are performance standards related to work
  activities, business goals, objectives, mission,
  or what?
• How does your performance management system
  address recognition, awards, and performance
  improvement?

25
Key Process Performance management systems
support performance and engagement

• Item 5.1 Workforce Engagement
• Suggested process for drafting the PROCESS
• Start with performance standards and evaluation
  process link standards to what is important
  link recognition to performance.
• Review your Key Factors, then Item Criteria, and
  finally Core Values. Modify your process chart
  to reflect these factors as appropriate.
• Label process with a title and figure number.

26
Key Process Performance management systems
support performance and engagement

• Exercise 15 minutes
• Using the process suggested develop a draft
  performance management system
• Label draft system with title and figure number
• Record on chart paper

27
Key Process Recruit, hire, and retain new staff

• Item 5.2 Workforce Environment
• Things to consider when describing this process
• Recruiting, hiring, and retaining are three
  separate but related processes.
• Describe each process or describe the system.

28
Key Process Recruit, hire, and retain new staff

• Item 5.2 Workforce Environment
• Suggested process for drafting the PROCESS
• Start with recruiting, then hiring, finally
  retaining. Consider workforce diversity for your
  organization.
• Review your Key Factors, then Item Criteria, and
  finally Core Values. Modify your process chart
  to reflect these factors as appropriate.
• Label process with a title and figure number.

29
Key Process Recruit, hire, and retain new staff

• Exercise 15 minutes
• Using the process suggested develop a draft
  recruiting, hiring, and retaining system for your
  organization
• Label the draft system with a title and figure
  number
• Record on chart paper

30
Key Process Determining core competencies

• Item 6.1 Work Systems Design
• Things to consider when describing this process
• What are your key processes (linked to key
  products and services)
• What competencies are needed to deliver those key
  products and services?
• Do these competencies relate to key success
  factors, strategic advantages, strategic
  challenges?

31
Key Process Determining core competencies

• Item 6.1 Work Systems Design
• Suggested process for drafting the PROCESS
• Start with the products and services and work
  your way to identification of core competencies.
  Review your Key Factors, then Item Criteria, and
  finally Core Values. Modify your process chart
  to reflect these factors as appropriate.
• Label process with a title and figure number.

32
Key Process Determining core competencies

• Exercise 15 minutes
• Using the process suggested develop a draft
  process for determining core competencies for
  your organization
• Label the draft process with a title and figure
  number
• Record on chart paper

33
Key Process Designing processes

• Item 6.1 Work Systems Design and Item 6.2 Work
  Process Management and Improvement
• Things to consider when describing this process
• What is your improvement process?
• Do you use multiple improvement processes
  (Benchmarking, PDCA, Lean, etc.?
• Are there rules for which type of improvement
  process to use?
• Who do teams report to?
• How are recommendations approved and implemented?

34
Key Process Designing processes

• Item 6.1 Work Systems Design and Item 6.2 Work
  Process Management and Improvement
• Suggested process for drafting the PROCESS
• Start with briefly define the steps of each
  design/improvement process that you use
• Briefly define when you use each type of process
• Create a table displaying the process, when, and
  how it is used

35
Key Process Designing processes

• Exercise 15 minutes
• Using the process suggested develop a draft
  process or processes showing steps and when it is
  used for your organization
• Label draft process with title and figure number
• Record on chart paper