# Presentation: 182753

## Developing Key Processes Descriptions

- Process for developing _Key Process descriptions_

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## 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.

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## 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.

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## 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.

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## 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.

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**Notes:**
Talk briefly about options.
Make sure people know that there are countless other options to consider.

Work one of these options as a class to show how it would take form.

## 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.

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**Notes:**
Talk briefly about options.
Make sure people know that there are countless other options to consider.

Work one of these options as a class to show how it would take form.

## 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.

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**Notes:**
Talk briefly about options.
Make sure people know that there are countless other options to consider.

Work one of these options as a class to show how it would take form.

## 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

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**Notes:**
Talk briefly about options.
Make sure people know that there are countless other options to consider.

Work one of these options as a class to show how it would take form.

## 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.

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## 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.

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## 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

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## 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?

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## 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.

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## 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

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## 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.

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## 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.

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## 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

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## 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?

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## 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.

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## 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

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## 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?

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## 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.

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## 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

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## 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?

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## 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.

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## 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

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## 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.

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## 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.

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## 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

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## 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?

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## 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.

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## 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

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## 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?

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## 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

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## 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

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