Upload
others
View
1
Download
0
Embed Size (px)
Citation preview
Performance Improvement
From Macro to Micro and Back
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Using the EPPI – Enterprise Process Performance Improvement Methodology-Set
Guy W. Wallace
Version: 2018
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Guy has been primarily influenced by Geary Rummler, Bob Mager, Joe Harless, Ray Svenson, Richard E. Clark - and the Worldwide TQM Movement - beginning in 1979. He has served 85+ clients since 1982.
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Preamble
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Preamble
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Preamble
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Feedback
Inputs
Expectations People Info/Data Materials Equipment Etc.
Inputs
Expectations People Info/Data Materials Equipment Etc.
Feedback
Inputs
Expectations People Info/Data Materials Equipment Etc.
Feedback
Outputs As Input
M M M M M M M M M M M M M
M Measurements as Established by the Stakeholders … and Their Stakeholders, Etc.
Preamble
M
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Stakeholders establish
Requirements for
Outputs and/or the
Process
Preamble
M
a.k.a.: Outcomes
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
The Session Agenda 1.The Big Picture of Enterprise Performance 2.Process Performance Variables 3.Human Performance Variables 4.Environmental Performance Variables 5.Asset Management Systems 6.Improvement Projects Planning &
Management 7.Back to the Macro 8.Session Wrap Up & Close
Preamble
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Q & A Before Proceeding
Performance Improvement From Macro to Micro and Back
1. The Big Picture of Enterprise
Performance
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
What is Required depends on the balanced Performance Requirements of all of the Stakeholders
What is Required depends on both the Performance Requirements and the Environmental capabilities available
What is Required depends on both the Performance Requirements and the Human capabilities available
The Process
The Human Assets
The Environmental Assets
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Review…
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Q & A Before Proceeding
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
The Session Agenda 1.The Big Picture of Enterprise Performance 2.Process Performance Variables 3.Human Performance Variables 4.Environmental Performance Variables 5.Asset Management Systems 6.Improvement Projects Planning &
Management 7.Back to the Macro 8.Session Wrap Up & Close
Preamble
Performance Improvement From Macro to Micro and Back
2. Process Performance Variables
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
What is Required of the Process depends on the balanced Performance Requirements of all of the Stakeholders
Process - Processes
Upstream Processes
Process - Processes Downstream Processes
Adapted from the Ishikawa Diagram
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
What is Required of the HA depends on both the Performance Requirements and the Environmental capabilities available
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
What is Required of the EA depends on both the Performance Requirements and the Human capabilities available
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Review…
Process - Processes
Upstream Processes
Process - Processes Downstream Processes
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Q & A Before Proceeding
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
The Session Agenda 1.The Big Picture of Enterprise Performance 2.Process Performance Variables 3.Human Performance Variables 4.Environmental Performance Variables 5.Asset Management Systems 6.Improvement Projects Planning &
Management 7.Back to the Macro 8.Session Wrap Up & Close
Preamble
Performance Improvement From Macro to Micro and Back
3. Human Performance Variables
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
What is Required of the HA depends on both the Performance Requirements and the Environmental capabilities available
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Human Assets – Awareness/Knowledge/Skills
Examples:
Enterprise Marketplace Customers Competitors Software Policies Laws/regulations/codes Interpersonal skills Management skills
Etc.
What Would
You Add?
Use the Language of Your Enterprise
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Human Assets – Physical Attributes
Examples:
Sight Hearing Dexterity Weight Height Reach
Etc.
What Would
You Add?
Use the Language of Your Enterprise
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Human Assets – Psychological Attributes
Examples:
Empathy Extroversion Introversion Conscientiousness
Etc.
What Would
You Add?
Use the Language of Your Enterprise
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Human Assets – Intellectual Attributes
Examples:
Abstract thinking Concrete thinking Systems thinking Strategic thinking Tactical thinking Etc.
What Would
You Add?
Use the Language of Your Enterprise
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Human Assets – Personal Values
Examples:
Customer Satisfaction Servant Leadership Tolerance for other cultures Tolerance for other religions Honesty Neatness Consistency
Etc.
What Would
You Add?
Use the Language of Your Enterprise
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Review…
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Q & A Before Proceeding
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
The Session Agenda 1.The Big Picture of Enterprise Performance 2.Process Performance Variables 3.Human Performance Variables 4.Environmental Performance Variables 5.Asset Management Systems 6.Improvement Projects Planning &
Management 7.Back to the Macro 8.Session Wrap Up & Close
Preamble
Performance Improvement From Macro to Micro and Back
4. Environmental Performance Variables
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
What is Required of the EA depends on both the Performance Requirements and the Human capabilities available
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Environmental Assets – Data/Information
Examples:
Strategic Plans Operational Plans Operational Budgets Policies Procedures Work Orders/ Instructions Safety Guidelines Stakeholder & Customer Satisfaction Survey Results Employee Satisfaction Survey Results Raw and Processed data specific to the targeted Process’ outputs and tasks
Etc.
What Would You Add?
Use the Language of Your Enterprise
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Environmental Assets – Materials/Supplies
Examples:
Paper Printer cartridges Pens, pencils Other Process consumables: sub-assemblies, chemicals, glue, nuts and bolts, gas, oil, etc. Forms Templates
Etc. What Would
You Add?
Use the Language of Your Enterprise
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Environmental Assets – Tools/Equipment
Examples:
Cars/trucks/vehicles Trailers Overhead cranes Heavy machinery Fork lifts Computers Printers Copy machines Phones Video Players Cameras
Etc.
What Would
You Add?
Use the Language of Your Enterprise
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Environmental Assets – Facilities/Grounds
Examples:
Office building Parking lot Office spaces Conference rooms Storage rooms Restrooms Water lines Gas lines Phone systems Lighting Receiving dock ramps
Etc.
What Would
You Add?
Use the Language of Your Enterprise
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Environmental Assets – Budget/Headcount
Examples:
Capital budget Reserve budget Operational budget Headcount/staff budget Outsourcing budget
Etc.
What Would
You Add?
Use the Language of Your Enterprise
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Environmental Assets – Culture/Consequences
Examples:
Open or Closed door policy/practice Customer and Supplier or Self Orientation People First or Business First practices Punishing good performers with more work Rewarding everyone equally or differentiating based on an equitable approach Incentives
Etc. What Would
You Add?
Use the Language of Your Enterprise
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Review…
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Q & A Before Proceeding
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
The Session Agenda 1.The Big Picture of Enterprise Performance 2.Process Performance Variables 3.Human Performance Variables 4.Environmental Performance Variables 5.Asset Management Systems 6.Improvement Projects Planning &
Management 7.Back to the Macro 8.Session Wrap Up & Close
Preamble
Performance Improvement From Macro to Micro and Back
5. Asset Management Systems
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Human Asset Provisioning Systems
Environmental Asset Provisioning Systems
a.k.a.: The Process & Enablers
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Human Asset Provisioning Systems
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Use This Straw Model to Determine Who Owns These Responsibilities in your Enterprise
If There Isn’t Any Designated Group
– It’s Up To Management of the Process(es)
Sometimes it is a Shared Responsibility
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Environmental Asset Provisioning Systems
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Use This Straw Model to Determine Who Owns These Responsibilities in your Enterprise
If There Isn’t Any Designated Group
– It’s Up To Management of the Process(es)
Sometimes it is a Shared Responsibility
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Human Asset Provisioning Systems
Environmental Asset Provisioning Systems
Review…
a.k.a.: The Process & Enablers
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Q & A Before Proceeding
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
The Session Agenda 1.The Big Picture of Enterprise Performance 2.Process Performance Variables 3.Human Performance Variables 4.Environmental Performance Variables 5.Asset Management Systems 6.Improvement Projects Planning &
Management 7.Back to the Macro 8.Session Wrap Up & Close
Preamble
Performance Improvement From Macro to Micro and Back
6. Improvement Projects Planning & Management
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
2 Stage Approach
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Targeting - EPPI Stage I Targeting Enterprise Process Performance Improvement – Stage I
Gap/Value Analysis & Improvement Planning
Phase 1- Plan the Project and Review the Plan & Kick-Off the Effort
Phase 2- Analyze the Current State for Problem & Opportunity Gaps and Target Improvements and Review the Analysis Phase 3- High-Level (Macro) Design Future State for the Promising Future State and Review the Design Phase 4- High-Level (Macro) Implementation Plan for ROI and Guidance for Stage 2
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Once You’ve Uncovered the Gaps from a Feasible Ideal – You May Need Deeper Expertise Than You Yourself Have In Order to See the Potential and Likely Costs for Addressing Those Gaps
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
EPPI Stage II – Intervention Initiatives Targeting Enterprise Process Performance Improvement – Stage II
Intervention Initiatives Planning & Management
Revision & Release
EPPI II Phase 6
Development/ Acquisition Analysis Design Pilot Test
Project Planning & Kick-off
EPPI II Phase 1 EPPI II Phase 2 EPPI II Phase 3 EPPI II Phase 4 EPPI II Phase 5
©2002 EPPIC, Inc.
Phase 1- Plan the Project and Review the Plan & Kick-Off the Effort
Phase 2- Analyze the Current State in Detail for the Targeted Improvements and Review the Analysis data Phase 3- Micro Design Future State for the Promising Future State and Review the Design
Phase 4- Intervention Development and Alpha & Beta Testing
Phase 5- Full Destructive Pilot Testing and Review of the Results
Phase 6- Final Revisions and Release/Rollout
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
EPPI Stage II – Intervention Initiatives Targeting Enterprise Process Performance Improvement – Stage II
Intervention Initiatives Planning & Management
Process ReDesign
IT ReDesign
L&D ReDesign
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
EPPI Stage II – Intervention Initiatives Targeting Enterprise Process Performance Improvement – Stage II
Intervention Initiatives Planning & Management
Revision & Release
EPPI II Phase 6
Development/ Acquisition Analysis Design Pilot Test
Project Planning & Kick-off
EPPI II Phase 1 EPPI II Phase 2 EPPI II Phase 3 EPPI II Phase 4 EPPI II Phase 5
©2002 EPPIC, Inc.
Yes – This Is ADDIE-like – a NPD - New Product Development Framework Used for Instruction or Any Intervention-Set
But Please Note – Many Organizations Have Their Own NPD Framework – and You Should Always Use That Instead – For Selling & Political Purposes
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
2 Stage Approach
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
This Book From 2011 Includes Provides a Straw Model of All of the Set of Starter Tasks for Each Phase in both Stage I and Stage II
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
The Likelihood of Other Possible Interventions Being Needed Suggests That You Involve Others With the Potential, Broader Expertise From Day 1 On The Project Work Team
Review…
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Q & A Before Proceeding
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
The Session Agenda 1.The Big Picture of Enterprise Performance 2.Process Performance Variables 3.Human Performance Variables 4.Environmental Performance Variables 5.Asset Management Systems 6.Improvement Projects Planning &
Management 7.Back to the Macro 8.Session Wrap Up & Close
Preamble
Performance Improvement From Macro to Micro and Back
7. Back to the Macro
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
What is Required depends on the balanced Performance Requirements of all of the Stakeholders
What is Required depends on both the Performance Requirements and the Environmental capabilities available
What is Required depends on both the Performance Requirements and the Human capabilities available
The Process
The Human Assets
The Environmental Assets
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
The Process Most Likely Has Accepted Business Metrics That Your Improvement Effort Should Impact. Use Those to Determine Gap Values & ROI.
As the late Geary Rummler preached – give the People the Benefit of the Doubt and 1st Look Elsewhere For Gap Causes (the Process Itself & the Environment)
Once a Gap Here Is Determined As Likely – Look Upstream to the Provisioning Systems for Gaps & Causes in Their Systems (Repeating the Analysis)
Comment on: The Process
Comment on: The Human Assets
Comment on: The Environmental Assets
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Processes Are Often Invisible
Often Vary From One Use to the Next
Are Often Not Measured
Are Often Informal and Not Managed
Are Often at the Root of Gaps Elsewhere
What Else Would You Add?
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Review…
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Q & A Before Proceeding
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
The Session Agenda 1.The Big Picture of Enterprise Performance 2.Process Performance Variables 3.Human Performance Variables 4.Environmental Performance Variables 5.Asset Management Systems 6.Improvement Projects Planning &
Management 7.Back to the Macro 8.Session Wrap Up & Close
Preamble
Performance Improvement From Macro to Micro and Back
8. Session Wrap Up & Close
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
The Session Summary 1.The Big Picture of Enterprise Performance 2.Process Performance Variables 3.Human Performance Variables 4.Environmental Performance Variables 5.Asset Management Systems 6.Improvement Projects Planning &
Management 7.Back to the Macro 8.Session Wrap Up & Close
Preamble
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
The Session Summary
1.The Big Picture of Enterprise Performance 2.Process Performance Variables 3.Human Performance Variables 4.Environmental Performance Variables 5.Asset Management Systems 6.Improvement Projects Planning &
Management 7.Back to the Macro 8.Session Wrap Up & Close
Preamble
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
The Session Summary
1.The Big Picture of Enterprise Performance 2.Process Performance Variables 3.Human Performance Variables 4.Environmental Performance Variables 5.Asset Management Systems 6.Improvement Projects Planning &
Management 7.Back to the Macro 8.Session Wrap Up & Close
Preamble
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
The Session Summary
1.The Big Picture of Enterprise Performance 2.Process Performance Variables 3.Human Performance Variables 4.Environmental Performance Variables 5.Asset Management Systems 6.Improvement Projects Planning &
Management 7.Back to the Macro 8.Session Wrap Up & Close
Preamble
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Q & A Before Ending
2 of Guy’s Books On This
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
1994 Out of Print but Available Used Online
2011 Available Online as a Kindle and Paperback
Hundreds of Free Resources Are Available At: www.eppic.biz
Audio Podcasts, Videos, Articles, Chapters, Books, Presentations
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Hundreds of Free Resources Are Available At: www.eppic.biz
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
This Presentation Is Available As a Free PowerPoint Show
https://eppic.biz/resources/powerpoint-show-collection/
In the EPPI Section Near the Bottom of the Page
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Remember…
Guy W. Wallace Pursuing Performance EPPIC Inc. www.eppic.biz
Guy has been in the Performance-based Instructional Design and Human Performance Improvement business since 1979 and has been an external consultant since 1982. He has served 85+ Clients and conducted over 250 projects – all aimed at improving business metrics. Guy may be reached via email at:
www.eppic.biz
Thank You For Your
Participation! Your Feedback Is Always Appreciated!