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Self Assessment and Improvement PlanningImprovement ToolsTools for Problem UnderstandingTools for Problem Analysis

Business Process ReengineeringClass Session 6 – Fall 1385

Process ToolboxAnderson Ch. 5-8

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Self Assessment

Evaluating the performance level of organization and its processes internally

Different from normal measurement system:– Time of measurement– Focus– Use

1. Developing a Assessment System2. Interpreting the Measurements

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Tool: Trend Analysis

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Example: Trend Analysis

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Spider ChartFor comparing organization’s performance levels to that ofother organizations (competition) using multiple criteria.

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Example: Spider Chart

Question:Where to focusimprovements?

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Tool: Performance Matrix

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Example: Critical Issues in Manufacturing 1. Advanced & Flexible Product Design

2. Delivery Time3. Delivery Precision4. Price5. Accessibility for Maintenance/Repairs6. Product Design & Finish

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Tool: Criteria Testing

Criteria: A limited number of factors that to a large extent impactsthe organization’s competitiveness and performance in the market.

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Example: Hair Stylist

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Tool: Quality Function Deployment

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Theory Behind QFD• Transforming customer requirements into a product concept• Transforming the product concept into a product design• Transforming the product design into a process design• Transforming the process design into production documents

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House of Quality:Tool for showingQFD Data

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Using Symbols inHouse of Quality

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Process forImprovement

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Tool: Critical Incident

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Tool: Check Sheet

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Example: Check Sheet

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Tool: Pareto Chart

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Example:ParetoChart

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Tool: Fishbone Chart

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Example: Fishbone Chart

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Example: Fishbone Chart