文档介绍：Gap Analysis
Business Process Management
Service
Quality
Cost
Delivery
Distributor
Internal
OEM
User
Customer Expectations
What are the major customer expectations?
Critical Issues
Span Units & Scale
Process Output Measure
CTC Issues
What are the Operational Definitions of CTC Issues?
Customer Span
What do Customers See?
Scorecards to Manage Results
Indicators of Process Performance
Core and Enabling Processes
Critical-to-Customer Outputs
Customer Focused Objectives
C
S
I
P
O
Cross Functional Mapping
What is Process that produces CTC Outputs?
Scorecards
What will be measured?
Gap
Cluster
Cluster
Project
Project
Project
Project
Six Sigma Projects
What projects are needed to close the gaps?
What are the key measures of process performance?
What are the gaps between process performance and CTC objectives?
2
What do you measure ? Y = f (x1, x2, …, xn)
What are the Y’s - measures of the outputs of your business process?
Y’s are important to your customer or they are directly related to what’s important to your customer
What are the X’s - measures within your business process that correlate to the output measures (Y)
Internal and uncontrollable
Internal and controllable
3
We are Seeking the Drivers of Process Improvement Y = (x1, x2, x3, x4, …xn)
Process
Process Effectiveness
(Outside-In)
Process Efficiency
(Inside-Out)
and
4
Metric Categories
Process Effectiveness
Provides Required Features
Freedom from Deficiencies
Defect rate
Accuracy
Actual/Plan
Delivery On-Tome
Timeliness
Response Time
Process Efficiency
Effective at Least
petitive
Adaptability
Effective & Efficient
In the Face of Change
Cost Per Transaction
Time Per Activity (Cycle Time)
Process Yield
Output Per Unit (Space, FTE, Time)
Total Cycle Time
Set Up Time For New Customer Needs
Cycle Time for Special Customer Requests
Percentage of Special Requests Not Met
5
Measures provide a basis for:
municating performance expectations to team mem