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Basic template Subtitle. Name of the speaker Job title. Location – Date www.ing.com. Project Name. Project ID:. Tollgate Stage MM /DD/ YYYY. ICE Country and Functional Line Advisors Network Finance Human Resources Legal / Compliance Customer Service Defined Contribution

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  1. Basic templateSubtitle Name of the speaker Job title Location – Date www.ing.com

  2. Project Name Project ID: Tollgate StageMM /DD/ YYYY • ICE Country and Functional Line • Advisors Network • Finance • Human Resources • Legal / Compliance • Customer Service • Defined Contribution • Employee Benefits • Information Technology • Marketing • Mutual Funds • Retail Annuity • Retail Life • Reinsurance / Institutional Markets Executive Champion: <NAME> Local Champion: <NAME> Process Owner(s): <NAME(s)> Master Black Belt: <NAME> Black Belt: <NAME> Green Belt: <NAME> Financial Analyst: <NAME> Other Team Members: <NAMES> Related Projects: <If Applicable> Banking - Investments - Life Insurance - Retirement Services

  3. Project CCR’s Validated VOC Completed Team Charter Preliminary CBA Estimate Validated Process Map Identify Quick Wins Identify Issues & Barriers Project Schedule • Develop Improvements • Confirm Results and • Validate Improvements • Identify Potential Root Causes • Validate Root Causes • Evaluate Root Cause • Relationships ( y = f (x)) • Select Critical Customer Requirement • Data Collection Plan • Validate MSA on (Y’s) • Calculate Baseline • Process Capability • Identify Critical Customer Requirements • Develop Team Charter • Develop Process Maps • Validate MSA on X’s • Calculate New Process • Capability • 14. Implement Process • Control Completed QFD/CCR Tree Operational Definitions Specification Limits Stated Targets Defect Definitions Measurement Plan Measurement System Analysis Graphical Analysis Rolled Through Put Yield Baseline Current Process Performance ( Z st) List of Potential Root Causes List of Statistically Significant Xs Demonstrate Relationship of X’s to Y Preliminary CBA Process Evaluation Develop to be process Demonstrate Improvements via Pilot Graphical Analysis of Pilot Finance Approved CBA MSA Results on Xs New Process Performance Statistical Confirmation of Improvements Process Management System Plan (SPC) Process Owner Handoff Final CBA DMAIC Process Steps Define Measure Analyze Improve Control 1) 2) 3) Key Deliverables: Tools • QFD / CCR Tree • Measurement Plan • Continuous Gage R&R • Attribute Gage R&R • Sample Size Calculator • Pareto Charts • Graphical Summary • Line Charts • Benchmarking • Process Capability • Surveys • Focus Groups • Interviews • SIPOC • Functional Deployment • Map • FAST, Stakeholder Analysis • Dot Plots • Box Plots • Run Charts • Normality Testing • Fishbone Diagram • Hypothesis Testing • Regression Analysis • DOE • NVA and VA Analysis • Pugh Matrix • New Functional Deployment • Map • FMEA on new process • Pilot • Continuous Gage R&R • Attribute Gage R&R • Control Charts • Hypothesis Testing • Control Plan • Process Capability Banking - Investments - Life Insurance - Retirement Services

  4. Identify Potential Critical Customer Requirements Define - Step 1 What Sources Of Customer Data Already Exist? What Customer Research Methods Will You Use To Collect New Data? Existing Metrics, Dashboards, Management Reports Customer Surveys, Tick Sheets, Data Logs, Surveys Existing Metrics, Dashboards, Management Reports Customer Surveys, Tick Sheets, Data Logs, Surveys Customer Internal or External Voice of the Customer (VOC) Critical Customer Requirements (CCR’s) Customer (Name, Role & Business) < “Quotation” > <1 to 5 words> Customer (Name, Role & Business) < “Quotation” > <1 to 5 words> Banking - Investments - Life Insurance - Retirement Services

  5. Team Charter Business Case: Scope (In and Out): Explanation of why we’re doing the project? For example, will it improve customer satisfaction, decrease defects, increase market share, save estimate euros . . . relate it to the Business Y’s This should reflect the financial loss that results from the current process sigma or the potential gain from the future process What process will the team focus on? What are the boundaries of the process you would like to improve? Other processes, areas that will NOT be reviewed in this project scope Process (Starts and Finishes): Problem Statement: Start point and stop point of the process Description of the problem/opportunity & objective in clear, concise, measurable terms; How often is the problem occurring? Where the problem occurring? Who is it impacting? Current Defect Rate: If you do not yet know the defect rate, in the Define phase you may fill in for example: The current defect rate is running at X% Estimated Financial Benefit: Unit Cost Reduction Cost Out Productivity / Scale Calculation goes here Phase Tollgate Dates Status Goal Statement:(“SMART”: Specific, Measurable, Attainable, Relevant, Time bound”) Define MM/DD/YYYY WHEN do you want to have the improvement in place? How much of an improvement are you aiming for, e.g. XX% defect reduction, XX% cycle time reduction)? What measurable business impact will the improvement have? Type? Magnitude? For example, Deliver an improved process to reduce rebooks in the Business Center by 50% by 12/31/01. Measure MM/DD/YYYY Analyze MM/DD/YYYY Improve MM/DD/YYYY Control MM/DD/YYYY STATUS Legend MTP Strategic Alignment MTP Red Yellow Green CPT > 2 weeks behind 1 day – 2 weeks behind On Track Complete Customer Requirements (CCR’s): From Measure Step 4 Customer Requirements (CCR’s): From Measure Step 4 Banking - Investments - Life Insurance - Retirement Services

  6. Define - Step 3 SIPOC – Existing High Level Process Flow Who PROVIDES the input? What is provided to START the process? What STEPS are Included in the Process today? (high level) WHAT does the customer receive? (Think of their CCR’s) WHO are your customers?(From Step 1) Supplier Input Process Output Customer (Use Nouns) (Who) (Who) (Use Nouns) (Verbs) P S I O C Step 1: List Supplier List Input List Outputs List Customer List Input List Customer List Supplier List Outputs Step 2: List Customer List Outputs List Supplier List Input List Customer List Supplier List Outputs Step 3: List Input Step 4: Step 5: Step 6: Step 7: Banking - Investments - Life Insurance - Retirement Services

  7. Define - Step 3 PFD – Process Flow Diagram Banking - Investments - Life Insurance - Retirement Services

  8. Define - Step 3 Chart Current Performance Identify performance gap between current performance and desired performance as identified in the goal statement Banking - Investments - Life Insurance - Retirement Services

  9. Where are your Stakeholders? Stakeholder Position 5A 7A High 1S 2S Strongly Supportive Influence On Project 4T 10A Medium 11T Neutral 3F Low 6F 8S 9S Opponent Low Medium High Impacted By Project Stakeholders: Distribution, New Business, Underwriting, Legal, IT, Actuary, Web Team, Customer Svc/Ops, Marketing, Finance, Compliance • * When Populating the Stakeholder, consider the FAST Method • F= FYI – Information Only • A= Approver • S= SME Subject Matter Expert • T= Team Member Define - Step 3 Stakeholders Map – Pre Improvement Banking - Investments - Life Insurance - Retirement Services

  10. Define - Step 3 Issues and Barriers List any project concerns or limitations that would hinder the project Banking - Investments - Life Insurance - Retirement Services

  11. Define - Step 3 Quick Wins List any Improvements that can be implemented immediately without further investigation Banking - Investments - Life Insurance - Retirement Services

  12. Define Tollgate 7/19 Measure Tollgate 8/23 Analyze Tollgate 9/13 Improve Tollgate 9/28 Control Tollgate 12/13 Define - Step 3 Project Timeline Banking - Investments - Life Insurance - Retirement Services

  13. Define - Step 3 Next Steps Summarize findings, present recommendations and document next steps. Banking - Investments - Life Insurance - Retirement Services

  14. Define Tollgate Checklist • Team Identified • Roles and Responsibilities Clearly Identified • VOC collected • Sources Identified and Information Collected • Team Charter • Validated Business Case, Problem Statement and Goal Statement • SIPOC • Completed and Validated • Process Flow Diagram • Completed and Validated • Stakeholders Map Prepared (Optional) • Be prepared to discuss • Preliminary Cost Benefit Analysis • Preliminary Project Schedule Developed • Project Kickoff Meeting Completed • Incorporate all feedback from Kickoff Meeting and schedule tollgate • Documented NEXT Steps for Measure Banking - Investments - Life Insurance - Retirement Services

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