Most managers are under pressure to define, measure, track and report actual performance gainsfor their improvement initiatives.
Evaluating the Business Impact of Improvement Projects
Evaluating the Business Impact of Improvement Projects
Paul Docherty - i-nexusGeoff Rinaldi – Tranzform Group
13 March, 2013
Issue #1
There is often not a clear understanding of thereal objectives
Problems
Solutions
“Success”?
Issue #2
Hard to know on a day-to-day basis if project activities are
improving performance
“Success”
Project view
≠Business view
Issue #3
Difficult to track and report on performance improvements
Budget cuts
≠Efficiencies
Three essential things for success.
A way of describing your real objectives and how success will be measured at all levels of your organisation.
A co-ordinated plan with all activities linked to business performance triggers
A way to manage performance of activities and projects continuously against the agreed measures.
Translate your high-level goalsinto actionable priorities thatare meaningful to individuals
Success essential #1
“We must improvecustomer satisfaction.”
DEPARTMENT HEAD
“We must reduce rework.”
OPERATIONAL MANAGER
“Customer complaints must be reduced.”
SERVICE EXECUTIVE
“I must input the right details first time.”
INDIVIDUAL CONTRIBUTOR
1.1 Capture the Goal Cascade
1.2 Set Targets For Improvement
Focus on the essential activities for achieving your desired
business results.
Success essential #2
“We must improve customer satisfaction.”
DEPARTMENT HEAD
“We must reduce rework.”
OPERATIONAL MANAGER
“We must reduce customer complaints.”
SERVICE EXECUTIVE
“We need new procedures.”
ACTIVITY
“We must develop a training program”
SKILLS PROJECT
“We need an input checking process.”
SERVICE PROJECT
2.1 Identify the Essential Activities
2.2 Plan/Task Out the Essential Activities
Create a reporting structure that gives visibility that your activities
and projects are actually providing the results you expect.
Success essential #3
BUSINESS GOAL
“I can see improvement in customer satisfaction.”
DEPARTMENT HEAD
“Customer complaints are reducing.”
SERVICE EXECUTIVE
“Rework is reducing.”
OPERATIONAL MANAGER
New procedures implemented.
ACTIVITY
Training program delivered.
SKILLS PROJECT
Input checking process completed.
SERVICE PROJECT
3.1 Track Progress Towards Goals
An email is received with an attached PDF report.
The attached top-level report provides executives with detail of individual
Business Unit Performance.
From the top-level report, the executive can access
each "Bowling Chart" (without needing to log-
in)
The executive can click drill into reports to see
metric detail, action plan progress or any
countermeasures
3.2 Generate Reporting That Focuses on Results Not Just Progress
Three essential things for success.
A way of describing your real objectives and how success will be measured at all levels of your organisation.
A co-ordinated plan with all activities linked to business performance triggers
A way to manage performance of activities and projects continuously against the agreed measures.
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Follow-up....
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