Pivotal Resources - Portfolio & Process Management


Fundamentals of Process Ownership Agenda

The following is an example of a typical Fundamentals of Process Ownership Workshop Agenda.  Pivotal Resources can customize the event to client requirements, as well as objectives.

Note: The activities are the primary focus of this working session, and have the overall objective of establishing a “draft” process management infrastructure for one of more critical business processes.  Instruction is brief and focused on putting the tasks in context and preparing teams to “do” process management work.


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  • Welcome & Introductions
  • Workshop Objectives & Agenda


Process Management Components
  • Focus Area: Business Processes
    • Process defined; core and enabling processes
    • Levels of a process
      • ACTIVITY: Review and revise/refine current Level 1 Core and Enabling process architecture as needed. (20 min)
    • Six Sigma structure
    • SIPOC model and process mapping
      • ACTIVITY: Create a Level 2 SIPOC diagram for one or more Level 1 processes. (30 min – 1 hour)
  • Focus Area: Customers
    • Voice of the Customer strategy
    • Customer needs: “output” vs. “service”
      • ACTIVITY: Identify key Level 2 customer requirements. (30 min)
  • Focus Area: Measurement Systems
    • Dashboard focus options
    • Linking business variables: X’s and Y’s
    • Perspectives in measurement: efficiency vs. effectiveness
      • ACTIVITY: Identify key output “Y measures for the process. (30 min)
  • Operational Definitions and Data Types
    • Creating operational definitions, plus a few examples
    • Identifying data types
      • ACTIVITY: Refine output (Y) measures. (30 min)
  • Process Dashboards
    • Definition, uses and benefits
      • ACTIVITY: Prioritize and select four to seven key input (X) measures; use them and your top Y measure(s) to design a process dashboard. (45 – 75 min)
Tying Process Management to Change Efforts
  • Project Selection
    • Leader responsibilities in project selection
    • Project selection essentials
      • ACTIVITY: Based on process SIPOCs created earlier, identify top project possibilities and write problem/opportunity statements for each. (30 min)
    • Project selection criteria
    • Project scope/sizing and prioritization
  • Project Charters
    • Components of a charter
    • Creating a business case, plus an example
      • ACTIVITY: Identify potential projects, taking into account ROI for each opportunity, strength of business case, scale and number of projects and resource availability. (30 min)
    • Six Sigma deployment planning
      • ACTIVITY: Discuss ways of incorporating process management into leadership activities. Make action plan to finish dashboard. Identify next steps. (20 min)
Action Planning
  • Review working session accomplishments
  • Potential Next Steps
    • Validate high level processes
    • Verify customer requirements based on “Voice of the Customer” data
    • Evaluate and enhance current VOC systems
    • Refine measurement Dashboards
    • Develop operational plan for Dashboard creation and review
      • ACTIVITY: Develop specific Next Step plan with dates, responsibilities, and resources


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