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Process Excellence- Framework

Process Excellence- Framework. Prepared By: Rajesh Dhawan. Process Excellenc e- Proposition. Proposition. Corporate Oversight & Governance. COMMAND. Process Excellence- Solution

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Process Excellence- Framework

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  1. Process Excellence- Framework Prepared By: Rajesh Dhawan

  2. Process Excellence- Proposition

  3. Proposition Corporate Oversight & Governance COMMAND • Process Excellence- Solution • Process excellence framework proposes to establish and integrate process controls with structured projects to achieve improved control of risks and performance. • The proposal is to adopt a common deployment model for all sub process by a project plan with the deliverables comprising of process controls, performance management and structured projects for breakthrough improvements. Projects Resource Optimisation COMPLY End- End process re-engineering Performance Reviews Risk & Performance Metrics Establish detailed baseline process maps. Process Mapping CONTROL Establish controls by deploying FMEA, identifying and deploying risk metrics. Process Excellence Platform Establish governance setup by forming performance review rhythms. CONN E C T Framework Identify projects through VSM, focus groups for breakthrough improvements and adopt wing-wing improvement strategy. Process 1 Process 2

  4. Approach • Establish process related critical to process and quality metrics. • Establish metrics reporting framework at sub process and process level. • Establish project governance committee. • Establish operational performance governance committee. • Establish meeting review rhythms. Transform Control oversight • Undertake level 3 process mapping. • Undertake FMEA session to identify & quantify risk. • Develop risk response plan against each potential risk. • Establish risk metrics and tracking model. • Identify projects through VoC, VoP, VoB. • Establish project identification systems and undertake structured projects. • Drive Value Stream Mapping and 5S (Basics of Lean). • Identify and work on quick fix projects. • Deliver against plan.

  5. Process Re-engineering

  6. Process Mapping Risk Assessment & Controls Identification Metrics Design Overall Monthly Control Certification/Governance Process Re-engineering • Detailed mapping of the Process and bucketing in following categories: • Data capture • Data manipulation • Reporting • Separately capturing the time and effort spent on the processes • Identify the failure modes and controls at each process step • Rank the key process failures based on their severity, occurrence and ability to detect the errors • These process failures feed into the overall controls that the team off-shore will certify External Use • Input: • Timeliness • Accuracy • Output: • Timeliness • Accuracy • Quality Changes/addition to existing processes Internal Use Metrics Dashboard • Process: • Timeliness • Accuracy • Quality Issue Log

  7. Monthly Dashboard- Update

  8. Monthly Update

  9. Executive Summary Top Big Concerns, Reasons and Action Plans Action items from Last Review Recent Updates Customer Issues

  10. Account Dashboard

  11. Operations Summary

  12. PRACTICE TOOLS Technology redesign Cost Optimisation Standardisation Sharing Best Practices

  13. Project- Standardization

  14. $ 1 MM Business Impact delivered by 80% time and effort reduction in generation of documents for a leading process Business Challenge: Huge manual efforts reduces timely delivery of documents impacting their process Root Cause/Solution Lack of standardization process Root Cause • A document for a single deal requires 2000 minutes to be readied because of huge manual effort. • Multiple department reviews & approvals leading huge wait times. • Non standard format of document leading to review of each document in detail at every stage leading to lots of rework & wait time. Drivers for huge time and effort Manual effort and rework involved at various stage Wait time between various teams Business Impact Solution • Standardization of process within various teams. • •Time and effort reduction in the process • •Elimination of rework involved in in document preparation. • •Reduced time taken in document generation from 2000 mins to less than 200 mins. Business impact of $1 MM with time and effort reduction Productivity improvement by 80% Streamline process within various teams with minimal wait time Better turn around time for creation of document

  15. Project- Integration

  16. Integration Pre- Integration Avg. Time Spent per FTE- 3.77 Avg. Time Spent per FTE- 3.57 Post-Integration Avg. Time Spent per FTE- 3.40

  17. Project Integration- Results

  18. Project Integration-Result Outcome B E F O R E • Unreliable Data • Long turnaround times • Slow delivery of final report Undefined Strategy No standard processes Multiple data sources Manual Processing • 20% Reduction in delivery time • 90% Improvement in template standardisation • More accurate and reliable data • Expanded data scope A F T E R Standardization Automation Accuracy

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