Yes. Processes of level 4 and 5 can be called "Mature Processes". An internal checklist can be created to quantify levels of maturity. Score achieved in the checklist can show the current level of the process which can be used as a baseline for improvement.

 

An outlier is an indication of violation of process limits (process out of control). A simple control chart is a method to identify outliers. A box plot can also identify outliers. Once outliers are identify, a root cause analysis can be conducted to understand process behavior which further helps in taking actions.

Below are the suggested process maps in a sequence

1. SIPOC: Provides an highlevel idea of the process identifying its suppliers and customers

2. Process flow chart: further expanding the "P" in SIPOC to provide more detailing like decision boxes

3. Swimlane diagrams: organizing the flow chart in sections like departments, areas etc and providing a cross functional view.

4. Value stream maps: providing how value flows in the process

SCENARIO IN A RESTAURANT

INCIDENT: Customer returned food as it tasted funny

CORRECTION: Apologized to the customer and replaced food

ROOT CAUSE: Potatoes supplied by the vendor were stale

CORRECTIVE ACTION: (i) Quality checks while accepting potatoes (ii) 2nd party audits on potato vendor

PREVENTIVE ACTION: (i) Quality checks for other food materials (ii) 2nd party audits for other food vendors

 

In situations where repetitive errors are undesirable, I believe, corrective actions are mandatory and not undesirable. However, in situations where all possible controls are in place and any more controls would require unreasonable efforts and resources, corrective and preventive actions are undesirable.

General Context:

PULL SYSTEM - Customer Pulls / PUSH SYSTEM - Supplier Pushes 

 

Though a pull system is ideal, I can think of one scenario where a push system would be best.

 

SCENARIO 1: A chat process call center keeps requiring staff as call volume increases or a new client is added. Requirements for recruitment are (i) 12 std education (min) (ii) Written English (iii) Typing speed

An internal training module already exists for process training.

Case 1: In case of a pull system, operations requests for new staff which has to wait for recruitment time + relieving time + training time, resulting in business loss due to this time.

Case 2: In case of push system, staff can be recruited trained and kept ready as buffer. Operations requirement will have an instant requirement fulfillment.

 

SCENARIO 2: A pull system will not work in a retail industry as the customer will arrive when they please and will expect the products to be ready for selection.

 

 

Albert Einstein said "Not everything that can be counted counts and not everything that counts can be counted"

I believe that measuring outputs like performance, efficiency and effectiveness is a must in making informed decisions. However we should not limit ourselves to what we can see or measure at this point in time rather keep open to possibilities which are beyond our imagination. It is not about ideas we cannot operationalise. It is about concepts that we don't yet have.

Practically, it should be a balance between Peter Drucker's and Dr. Deming's statements.

1. A cause may be necessary but not sufficient for a problem to occur. 

• Meaning: Along with this there are more causes making this problem happen
• Action: Identify all other causes to satisfy "sufficient" condition.

 

2. A cause may be sufficient but not necessary for a problem to happen. 

• Meaning: Apart from this there are other independent causes making this problem happen
• Action: Identify all causes to satisfy "necessary" condition

 

3. A cause may be neither sufficient nor necessary for a problem to occur. 

• Meaning: Along with this there are both dependent and independent causes making the problem occur
• Action: Identify all causes to satisfy both "necessary" and "sufficient" condition

 

4. A cause may be both sufficient and necessary for a problem to occur.

• Meaning: This is all that is required to make the problem happen and nothing else
• Action: Straight away to analyze and measuring Xs

Before defining these terms its important to know their sequence. Personal Excellence leads to Process Excellence which leads to Operational Excellence further leading to Business Excellence.
Excellence is the highest peak that a person, a process, an operation or a business can attain. The latter cannot exist without the former. Any process improvement techniques (like lean) apply to all four just that the context changes. e.g. Lean philosophy is designed to eliminate wastes
Lean philosophy adopted personally, changes ones thought process, who applies to a process to eliminate non value adding activities, which in turns increases operational efficiency by reduced costs  resulting in exceeding business objectives based on the Balanced score card

 

Hello Sir,

Please provide links to the "50+ online project examples by Benchmark global news"

 

Thanks

Amit Simon