Arlie House October 6, 2006 NCMA Awards & Honors Value Stream Blitz NCMA Value Stream Blitz Making...
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Transcript of Arlie House October 6, 2006 NCMA Awards & Honors Value Stream Blitz NCMA Value Stream Blitz Making...
NCMA Awards & Honors Value Stream Blitz Arlie HouseOctober 6, 2006
NCMA Value Stream Blitz
Making NCMA “profitable” to Our Customers
NCMA Awards & Honors Committee Arlie HouseOctober 6, 2006
Value Proposition: Members
• NCMA provides the tools, resources, and leadership opportunities to enhance each member of the profession’s performance, career, and accomplishments.
From: Neal Couture’s briefing:NCMA 5th Annual Leadership SummitLearn How to Build and Manage a Successful ChapterJune 23-24, 2006Cincinnati, OH
NCMA Awards & Honors Committee Arlie HouseOctober 6, 2006
Value Proposition: Chapters
• NCMA provides the structure, name recognition, and products to facilitate chapters aligned with the focus of local contracts professionals.
From: Neal Couture’s briefing:NCMA 5th Annual Leadership SummitLearn How to Build and Manage a Successful ChapterJune 23-24, 2006Cincinnati, OH
NCMA Awards & Honors Committee Arlie HouseOctober 6, 2006
Value Proposition: Organizations
• NCMA provides employers ready-access to skilled human capital, learning resources, best practices, standards, and metrics of the profession.
From: Neal Couture’s briefing:NCMA 5th Annual Leadership SummitLearn How to Build and Manage a Successful ChapterJune 23-24, 2006Cincinnati, OH
value stream.ppt© 2000, Raytheon Company. All Rights Reserved.Subject to all applicable agreements.Revised: August, 00
e-Coach
DescriptionA value stream is the series of processes that deliver value to the customer, from the external paying customer’s perspective. It is what is delivered to the paying customer, not the internal customer. In other words, which processes does the external customer really care about? If the customer doesn’t care how we do a particular process, then it isn’t in the value stream.
We must understand what the value stream is for every product or service that we deliver to external paying customers. That is one of the 1st steps in gaining market share, increasing profits, & developing a reputation as the contractor of choice among our customers.
When to Use ToolTo gain an understanding of what process are value-added and what processes are non-value-added.
Value Stream Analysis
value stream.ppt© 2000, Raytheon Company. All Rights Reserved.Subject to all applicable agreements.Revised: August, 00
e-Coach A Value Stream
DefineDefineValueValue
PropositionProposition
DesignDesignValueValue
Package &Package &DeliveryDeliverySystemSystem
Cust
om
er
Valu
e
DeliverDeliverValueValue
PackagePackage
FashionFashionMaterials &Materials &InformationInformation
ProvideProvideMaterials &Materials &InformationInformation
Example
value stream.ppt© 2000, Raytheon Company. All Rights Reserved.Subject to all applicable agreements.Revised: August, 00
e-Coach
Product/Service FlowProduct/Service FlowProduct/Service FlowProduct/Service Flow
Information FlowInformation FlowInformation FlowInformation Flow
A Value Stream
DefineDefineValueValue
PropositionProposition
DesignDesignValueValue
Package &Package &DeliveryDeliverySystemSystem
Cust
om
er
Valu
e
DeliverDeliverValueValue
PackagePackage
FashionFashionMaterials &Materials &InformationInformation
ProvideProvideMaterials &Materials &InformationInformation
The product or service that you are delivering to the external paying customer flows from left to right, as shown with this bottom, left-to-right arrow. Information flows from the customer back to us, as shown with this top, right-to-left arrow.
Feedback from Chapters, members, employers
Where we spend our resources
value stream.ppt© 2000, Raytheon Company. All Rights Reserved.Subject to all applicable agreements.Revised: August, 00
e-Coach
A Value Stream
DefineDefineValueValue
PropositionProposition
DesignDesignValueValue
Package &Package &DeliveryDeliverySystemSystem
Cust
om
er
Valu
e
DeliverDeliverValueValue
PackagePackage
FashionFashionMaterials &Materials &InformationInformation
ProvideProvideMaterials &Materials &InformationInformation
Product/Service FlowProduct/Service FlowProduct/Service FlowProduct/Service Flow
Information FlowInformation FlowInformation FlowInformation Flow
These diagonal arrows that go from the “information flow” down and to the right to
the “product/service flow” represent the processes that support the value stream.
value stream.ppt© 2000, Raytheon Company. All Rights Reserved.Subject to all applicable agreements.Revised: August, 00
e-Coach
The people who are outside of the value stream need to focus their energies into finding the very best best ways to support the value stream. Remember, the value stream is defined for the external paying customer. If the support processes focus on their internal customer first, and not on the business’ external paying customer, sub-
optimization is likely to occur.
This means we focus on what we need to deliver to Chapter, members, and employers. Extraneous matters are outside the value stream.
NCMA Awards & Honors Committee Arlie HouseOctober 6, 2006
Summary of Services
• Brainstorming exercise
NCMA Awards & Honors Committee Arlie HouseOctober 6, 2006
NCMA’s Value PropositionsDoes NCMA provide Value?
Members
Chapters
Organizations
NCMA Awards & Honors Committee Arlie HouseOctober 6, 2006
A Value Stream
Product/Service FlowProduct/Service FlowProduct/Service FlowProduct/Service Flow
Information FlowInformation FlowInformation FlowInformation Flow
UnderstandUnderstandCustomerCustomerRequire-Require-
mentsments
DesignDesignRadarRadar
Rad
arShipShip
RadarRadarwithwith
InstructionInstructionManualsManuals
AssembleAssembleRadarRadarandand
InstructionInstructionManualsManuals
ObtainObtainPartsParts
If our external customer is buying a radar from us, this is an example of what the value stream for that product might look like. (briefly explain.)
NCMA Awards & Honors Committee Arlie HouseOctober 6, 2006
A Value Stream
Product/Service FlowProduct/Service FlowProduct/Service FlowProduct/Service Flow
Information FlowInformation FlowInformation FlowInformation Flow
UnderstandUnderstandCustomerCustomerRequire-Require-
mentsments
GetGetQualifiedQualified
RepairRepairPeoplePeople
Main
tain
Syst
em
DispatchDispatchRepairRepairPeoplePeople
DevelopDevelopRepairRepair
ManualsManuals
Order/Order/StockStockPartsParts
If our external customer is buying maintenance and repair of a system from us, this is what the
value stream might look like.
NCMA Awards & Honors Committee Arlie HouseOctober 6, 2006
Product/Service FlowProduct/Service FlowProduct/Service FlowProduct/Service Flow
Information FlowInformation FlowInformation FlowInformation Flow
A Value Stream
If our members expect value from NCMA, what should this look like?
If our Chapters expect value from NCMA, what should this look like?
If our organizations expect value from NCMA, what should this look like?
Understand Understand Members Members
Expectations & Expectations & NeedsNeeds
Create Create /improve /improve products s to products s to Meet the Meet the NeedNeed
Aw
ard
Hon
ors
TBDTBDTBDTBDTBDTBD
value stream.ppt© 2000, Raytheon Company. All Rights Reserved.Subject to all applicable agreements.Revised: August, 00
e-Coach
Customer Value
OutputsInputs
Price
Quality
Outlets/Delivery Medium
Customer/Interface
Price
Performance
Reliability
Features
Attributes
Delivery
Service
Expectations (Market Place) Value Proposition
ValueDeliveryProcess
ValueDeliveryProcess
NCMA Awards & Honors Committee Arlie HouseOctober 6, 2006
Member ValueExercise (post its)
OutputsInputs
Expectations (Market Place) Value Proposition
ValueDeliveryProcess
ValueDeliveryProcess
NCMA Awards & Honors Committee Arlie HouseOctober 6, 2006
Organization ValueExercise (post its)
OutputsInputs
Expectations (Market Place) Value Proposition
ValueDeliveryProcess
ValueDeliveryProcess
NCMA Awards & Honors Committee Arlie HouseOctober 6, 2006
Chapters ValueExercise (post its)
OutputsInputs
Expectations (Market Place) Value Proposition
ValueDeliveryProcess
ValueDeliveryProcess
value stream.ppt© 2000, Raytheon Company. All Rights Reserved.Subject to all applicable agreements.Revised: August, 00
e-Coach
©1999 Tom Conellan - All Rights Reserved
Conellan Loyalty Grid
Ou
tcom
e
Process
Dissatisfied Satisfied Dazzled
Exp
ecta
tion
sno
t m
etE
xpec
tati
ons
Met
Val
ueA
dded
Value BasedCompetition
Price BasedCompetition
AdvocatesLoyal CustomersAt Risk
Actively SearchingGone
A way of thinking about where your customers are sitting
NCMA Awards & Honors Committee Arlie HouseOctober 6, 2006
Exercise use post its – Customers (CM Professionals)
WHO, WHERE, WHAT, HOW
COTRs
ACOs
PCOs
Buyers
Entry Level, Executive,
IPTs
Complete & then Group
NCMA Awards & Honors Committee Arlie HouseOctober 6, 2006
Exercise use post its – Organizations
WHO, WHERE, WHAT, HOW
Complete & then Group
NCMA Awards & Honors Committee Arlie HouseOctober 6, 2006
Exercise use post its – Chapters
WHO, WHERE, WHAT, HOW
Complete & then Group
NCMA Awards & Honors Committee Arlie HouseOctober 6, 2006
Why did we do this? It’s the Blitz!!!Tie all the customers to the inputs. Where is the biggest NCMA opportunity?
What type of strategies, products do we modify, add?Assign SMEs to projects & “peer review”. 14 days to author, 10 days for peer review.
• Purpose• Scope• Evaluation Criteria
Start with what we have. Keep it simple! Schedule follow up and see how we’re doing
Early November????
December Board Meeting???
December to April. ??????
April Board Meeting ?????
NCMA Awards & Honors Committee Arlie HouseOctober 6, 2006
value stream.pptvalue stream.ppt
Resources:
Rother, Mike and John Shook. Learning to See: value stream mapping to add value and eliminate muda.
www.lean.org
value stream.pptvalue stream.ppt
Customer ValueCustomer ValueIm
po
rtan
ce
PerformanceHighLow
High