• How to understand a business as a system of functions delivering value to paying customers.
- How to visualize, quantify, and map incoming materials and information from suppliers in a supply chain.
- How to scope the capabilities needed by the organization to add customer and business value to those materials and information.
- How to categorize both customer and business value.
- How to systematize a recurring process into a Kata using process models, procedures, checkpoints, and checklists.
- How to continuously improve a process using Lean, Flow, Kaizen, mistake-proofing, short feedback cycles, and process metrics.
- How to identify the Hidden Factory of rework, scrap, delays, and other wastes identified in Lean Thinking.
- How to identify and remove bottlenecks using the Theory of Constraints model, to achieve Flow.
- How to identify root causes using the 5 Why's technique, Ishikawa diagrams, focus-groups, Affinity diagrams, and more.
- How to deal with recurring and new issues using a checklist, asset recovery models, and Corrective and Preventative Action.
- How to mistake-proof a problematic step using Poka-Yoke, color-codes, pictures, and elimination.
• How to lead my team into the future, through empowerment and servant leadership.
- How to use Servant Leader techniques to empower my teams of Process Owners to function at their fullest capacity.
- How to triage the three work queues: planned work, urgent new request, and non-confirming rework?
- How to create and manage our process assets using document control and revision histories.
• How to govern the present, ensuring the Process Owners have clear objectives & constraints, and are empowered to succeed.
- How to use a Kanban board to keep team tasks transparent and ever-flowing.
- How to identify and address bottlenecks within the value stream, as they appear.
- How to cater to nonconforming issues reported by our customers.
• How to manage the past, so that we can learn from our experiences, and measure progress over time.
- How to use the Performance Console to display all critical department progress and information.
- How to record training, to ensure all Process Owners receive regular training and cross-training, as needed.
- How to track improvements in key performance indicators such as customer satisfaction, service levels, and net promoter scores.
• How to concurrently report on the progress of my work, and the overall status of my areas?
- How to use Service Level Agreement Monitor (S.L.A.M. Charts) to show process performance against service level agreements.
- How to use customer satisfaction surveys, and conversations to metric customer satisfaction levels and net promoter scores.
- How to visibly show any roadblocks stopping my critical task progress.
• How to help teams of Process Owners trust each other, make better decisions together, and resolve inevitable conflicts.
- How to help teams collaborate together to produce better results?
- How to help teams to overcome common biases by using metrics.
- How to help teams embrace, and then resolve conflicts, so that they can grow and develop trust.
- How to help teams become emotionally vulnerable to each other, so that the best ideas are shared.
• How to coach and mentor Process Owners on the team to grow as individuals and succeed in our environment.
- How can I invest in my Process Owners?
- How can I help them achieve their goals?
- How can I help them understand why their results are important to the customers and the business?
• How to interface with teams outside of my area for ongoing market feedback and change control needs.
- How can I keep intro-department communication flowing so my teams are not working in silos?
- How can I secure change-control checkpoints with the larger organization?
- How can I collect market feedback and report it back to my teams, on a daily basis?
- How can I bring issues customers report to our Help Desk back to my teams on a daily basis?
