BPMS 03 Critical Customer Issues

1、Critical Issues & Operational DefinitionsBusiness Process ManagementServiceQualityCostDeliveryDistributorInternalOEM UserCustomer ExpectationsWhat are the major customer expectations? Critical IssuesSpan Units & ScaleProcess Output MeasureCTC IssuesScorecards to Manage Results Indicators of Process

2、Performance Core and Enabling ProcessesCritical-to-Customer OutputsCustomer Focused ObjectivesCSIPOWhat are the customers critical issues?What are the operational definitions?2Establishing a Factual FoundationCustomer VoicesOperational DefinitionsCritical Customer IssuesCTQ3What is a Customer Voice?

3、Definition an individual statement of a customer problem or issue a major need that is not being fulfilled.4EquipmentInformationMethodsEnvironmentPeopleMeasuresProcess OutputsStratificationFocus on Process OutputsWhat customer expectations are not being met?DAVE5Affinity ChartingUse the Affinity cha

4、rting process to translate & prioritize Customer Voices into Critical Customer IssuesQuestionQuestionQuestionGroup voices to clarify relationshipsChose the strongest voices and Write CTQ Operational DefinitionsWrite and understand customer voicesAgree on the brainstorming statementVoice6QUESTIONStep

5、 1: Determine Brainstorming QuestionPrepare large chart paper as needed.Using large black marker, write theme/question in BLOCK LETTERS in upper left corner When we do not meet customer expectations, customers say ?7Step 2: Write Customer VoicesIt is okay if the voice statements are not written perf

6、ectly. They will be improved later. The concepts behind the voice statements are what is important.You are an advocate for your most important customersYou are expressing diversity of voices from your customers perspectives voices that do not imply a solution, only a problemPlease Work in Silence8Wr

7、iting Customer VoicesOne idea per Sticky NoteComplete sentences / thoughtsSpecific DescriptionsFactual Language not judgmentalLarge CharactersMulti-valued LanguageSticky side on top9 Judgmental Voice Factual VoiceJoes car has not failed in the fiveyears hes owned it. Joes car is great!Joes car gets

8、40 mi/galJoes car has not rusted in eight years.* *This product achieved 85%market share in year one.This is one of our This product serves 16 different best products! market segments.This product uses 8 parts insteadof the usual 27.Judgmental vs. Factual Language101) Place all Notes on the left sid

9、e of the Flip chart2) Move each Note in center of Flip ChartAuthor of each Note explains meaning; if it is understood by the group, move Note to rightComplete this process for all notesStep 3: Clarify Meaning of each Note 11Step 4: Group the Notes Place all understood Notes randomly on the Flip char

10、t Working silently at first, arrange the Notes into small subgroups based on their similarity (affinity)?12How to Group the Notes1) It is important for every group member to participate(it is okay to rearrange others groups)2) Before grouping, everyone should read each Note (several times)3) Try to

11、create a mental image from the words on the Note4) Obtain the meaning from the image, rather then the words.Then find the common thread.5) Try to listen to the words on the Note without prejudice6) Rely on intuition & gut feeling (rather than logic) for grouping7) Some Notes may not group. They beco

12、me “l(fā)one wolves13Step 5: Summarize Customer Voices1) Review all notes and groups on the Affinity chart 2) Each team member, using a red pen, places a in the lower right corner of the important notes3) If a note has a , read it but dont add another4) Take off, but save, all notes without a1) Review a

13、ll notes and groups on the KJ chart 2) Each team member, using a red pen, places a in the lower right corner of any note he/she thinks is most important.3) If a note has a , read it but dont add4) Take off, but save, all notes without aABVoiceVoice14Step 5: Summarize continuedEach team member select

14、s the note that is the most important (as the customer advocate)When all team members have chosen one note, each will take turns explaining/describing their respective choice.When all members have discussed their choices, then each will choose one more note, again explaining the reasons for the choi

15、ce.Remove but save all remaining notes.CVoiceChoose me please ! !15Step 6: Operational DefinitionDefining the Measure of the CTC IssueDefinitionAn operational definition is a precise description that tells how to get a value for the characteristic you are trying to measure. It includes what somethin

16、g is and how to measure it.PurposeTo remove ambiguity Everyone has the same understandingTo provide a clear way to measure the characteristic Identifies what to measure Identifies how to measure it Makes sure that no matter who does the measuring, the results are essentially the same Uses a multi-va

17、lue scale Minimizes measurement error16Two-Valued vs. Multi-Valued LanguageTwo ValuedMulti-ValuedMan OR WomanOn OR Off25.4C38.6 SecondsCosts are high Costs are 5% above competitors.17Samsung Example - Operational DefinitionTransparent Management1Critical IssuesMeasurea. Maximize corporate valueCompa

18、ny assessmentb. Maximize shareholder reliabilitySurveyc. Maximize shareholders profitStock Priced. Enhance corporate imageSurvey18Samsung Example - Operational DefinitionSpeedy and Accurate Information2Critical IssuesMeasurea. Fast F/Back to management performanceInterviewb. Market responsivenessMarket Share Increasec. Ris