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Voices in Process Management

Voices in Process Management. Wessex CQI 7 th May 2009 Graham Hawke – Director, Grayhawke Ltd. White Bead Manufacturing Co. Situations Vacant: 4 Willing Workers. No experience necessary. Training will be provided. 2 Quality Inspectors. Must be able to count to 10 .

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Voices in Process Management

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  1. Voices in Process Management Wessex CQI 7th May 2009 Graham Hawke – Director, Grayhawke Ltd

  2. White Bead Manufacturing Co Situations Vacant: 4 Willing Workers. No experience necessary. Training will be provided. 2 Quality Inspectors. Must be able to count to 10. 1 Chief Inspector. Good eyes and a clear loud voice required. 1 Assistant (Glamorous) to MD. (preferred candidate) “Top rewards for top performance”

  3. The White Bead Company Where Quality Counts!

  4. Input Value-Add Activity Output Value-Add Activity Output / Input Value-Add Activity Output / Input Value-Add Activity Input Value-Add Activity Output What is a Process? “A repeatable series of steps to produce an outcome” …all work is a process!

  5. The Functional Organisation • Focus is on the boss • Customers are implicit (at best) • Communication flow : downward

  6. Suppliers Processes Customers The Process-Managed Organisation • Focus on the customer • Management is implicit • Communication flow : lateral

  7. Contractual Relationships Supplier Customer Partnership Relationships Partnerships From this to this Customer / Supplier Relationships …a stake in each others’ success

  8. How? • Sharing change • Joint development of new systems / processes • Pilot projects - joint review etc. • Integrating processes • Share the numbers • “Dual branding” • People to People • “Tear up the contract” • Exchange scheme • Shared rituals, stories, symbols

  9. Deming Quotes – Wessex Decides!!! • “A company is like an orchestra – not like a bowling team” • “Best efforts are not enough – we’re being ruined by people doing their best” • “The most important figures for the management of any organisation are unknown and unknowable” • “Where there is fear, you get the wrong numbers” • “A system cannot understand itself”

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