Delivering change projects in the real world An example of change management in practise Martin...
Transcript of Delivering change projects in the real world An example of change management in practise Martin...
Delivering change projects in the real world
An example of change management An example of change management in practisein practise
Martin Mannix MCQI CQPMartin Mannix MCQI CQP
Timeline2003 2004 2005 2006 2007
Break up of well known company
Part of company bought by PV fund
PV fund sells it's stake to major european aviation company
Recruitment of quality and business Improvement manager
ISO 9001 recertification audit due
Situation – (Dec 05)
Company sold twice in two yearsCompany sold twice in two years Declining business and redundanciesDeclining business and redundancies No Quality Manager in place for 2 yearsNo Quality Manager in place for 2 years ISO certification due Sept 2006.ISO certification due Sept 2006. Numerous Non-conformances outstandingNumerous Non-conformances outstanding Many aspirations – lack of deliveryMany aspirations – lack of delivery Breakdown in trustBreakdown in trust
The plan
Provide LeadershipProvide Leadership Identify the stakeholder groups and needsIdentify the stakeholder groups and needs Agree the approachAgree the approach Prioritise and simplifyPrioritise and simplify Identify the blockagesIdentify the blockages Secure the resourcesSecure the resources Manage the deliveryManage the delivery
Leadership
Provide a visionProvide a vision Buy in from key stakeholdersBuy in from key stakeholders CommitmentCommitment Equitable processEquitable process ResultsResults
Key stakeholder needs
Parent companyParent company CEOCEO Mgmt teamMgmt team CustomersCustomers Certification bodyCertification body StaffStaff
Agree the approach
Introduce Business Improvement CommitteeIntroduce Business Improvement CommitteeInvolve key managers on the committeeInvolve key managers on the committeeLeadership of projects distributed amongst Leadership of projects distributed amongst members.members.Quick wins, followed by more substantive Quick wins, followed by more substantive improvementsimprovements
Prioritise and simplify
BrainstormingBrainstorming Focus on top 6 prioritiesFocus on top 6 priorities Regular committee progress reviewsRegular committee progress reviews Progress included in the monthly team briefs to Progress included in the monthly team briefs to
staffstaff
Selection of Projects
Projects critically reviewed to ensure there was Projects critically reviewed to ensure there was sufficient reason for and commitment towards it.sufficient reason for and commitment towards it.
Projects were chosen to give a mix of short and Projects were chosen to give a mix of short and longer term objectives longer term objectives
Bigger projects further broken down in to delivery Bigger projects further broken down in to delivery stages, with resources planned.stages, with resources planned.
Projects addressed
Initially:Initially: Introduction of monthly team briefsIntroduction of monthly team briefs Employee suggestion scheme Employee suggestion scheme 11
Brainstorming / product ideasBrainstorming / product ideas KPIs aligned with the business objectivesKPIs aligned with the business objectives Relaunch of business internally and externally Relaunch of business internally and externally Process Mapping of entire businessProcess Mapping of entire business
1 This initiative was suspended due to lack of resources to implement effectively
Barriers to change / blockages
Address the hurdlesAddress the hurdles
CognitiveCognitive MotivationalMotivational ResourceResource PoliticalPolitical
Secure the resources
Select projects that have sufficient necessity to Select projects that have sufficient necessity to gain commitmentgain commitmentDistribute responsibilities across departmentsDistribute responsibilities across departmentsSelect team members with authority to act and Select team members with authority to act and resources to deployresources to deployLink project delivery back to meaningful Link project delivery back to meaningful controls (such as appraisals and bonuses)controls (such as appraisals and bonuses)Hold team members to accountHold team members to account
Manage the delivery Fully consider the tasks, resources and time requiredFully consider the tasks, resources and time required Develop realistic plans Develop realistic plans Get buy in from the delivery teamGet buy in from the delivery team Provide support to the delivery teamProvide support to the delivery team Hold regular review meetingsHold regular review meetings Highlight and escalate blockagesHighlight and escalate blockages Communicate progress widelyCommunicate progress widely Recognise that the project will have setbacksRecognise that the project will have setbacks
BE PERSISTANTBE PERSISTANT
How?How?
Plan the steps by which the project would be implementedPlan the steps by which the project would be implemented Put in place the communication channelsPut in place the communication channels Put in place the system for managing deliveryPut in place the system for managing delivery Design the IT transformation planDesign the IT transformation plan Design and deliver process mapping trainingDesign and deliver process mapping training Transfer Ownership of the delivery to appropriate Dept mgrsTransfer Ownership of the delivery to appropriate Dept mgrs Facilitate Facilitate the process mapping sessionsthe process mapping sessions Use the Audit schedule and team to support the process mapping Use the Audit schedule and team to support the process mapping
activities (audit progress)activities (audit progress) Monitor and report on progress, addressing any areas of concernMonitor and report on progress, addressing any areas of concern
Individual project – Process mapping the business
Individual project – Process mapping the business
Operational functions
Vision
Policy
Objectives
Resources
Incentives
AuditMeasures
CorrectiveActions
Senior Management Leadership
Reviews
Progress
Planning
Individual project – Process mapping the business
Tender and bid
Post delivery services
and support
Concept and Market Analysis
Design and development Implementation Product disposal
Project
Initiate project
Process performance measurements
Project specific requirements
Through life support processes - R&D; Market research; Account mgmt; Finance; Commercial; Legal; IT; HSE; HR; Quality / BI ;
strategic management; Facilities; Config control; Customer services
Phase 1 Phase 2 Phase 3 Phase 4 Phase 5 Phase 6
Project specific output requirements
Quality Gates based maturity management
Project Risk management
1
4
2
5 6 117 12109
3
8
The Business Process Lifecycle Model
Individual project – Process mapping the business
The Business Process Lifecycle ModelItem Activity Responsible Completion
date
1 Business Improvement Committee formed MM 31/1/2006
2 Phase Champions identified MM 31/1/2006
3 Individual phases teams formed and objectives set PC 3/5/2006
4 Teams to have received QMAP training PC / QA 1/6/2006
5 Teams to complete review of high level phases and submit to QA PC 14/6/2006
6 Teams to plan and prioritise the review and delivery of lower level processes PC 14/6/2006
7 Teams to submit lower level process maps with links to supporting documentation and business systems PC 31/7/2006
8 Sign off processes, write up any required training material / supporting docs and publish PC / SM 31/7/2006
9 Internal audits of new processes QA Aug - Sept
10 LRQA certification audit All 05-08 Sept 06
MM M MannixPC Phase ChampionQA Quality Assurance DepartmentSM Senior Management
Individual project – Process mapping the business
Phase
1 2 3 4 5 6
Phase owner/s Marketing mgrBusiness unit managers
Engineering manager
Production manager
Service manager Marketing mgr
Team Marketer 1 Sales 1 Project mgr 1Procurement mgr
Service supervisor Marketer 1
Admin 1 Sales 2Shop floor supervisor
Service technician
Shop floor worker
Plus support from
QA Commercial mgr Project mgr 2 Project mgr 1 Commercial mgr QA
Production mgr Production mgr QA Marketing mgr Project mgr 2
QA QA Project mgr 2 Production mgr
Project mgr Project mgr 2
QA
Individual project – Process mapping the business
Phases TeamTeam size
Direct bookers Meetings
Meeting duration plus prior preparation (hrs)
total meeting hrs
Direct hours
Follow up work (such as preparation and publishing of maps, etc)
Total hours
Remapping required for 2006? Status
Added to draft CMS 2/6/06 9/6/06 16/6/06 23/6/06 30/6/06 7/7/06 14/7/06 21/7/06 28/7/06 4/8/06 11/8/06 18/8/06 25/8/06 1/9/06
Audit week
1312 6052
Training - QMAP GB, 1 0 5 8 40 0 24 64 Y Complete
Phase 1 trainees DJ,RM,ED 3 0 1 8 24 0 24 Y Complete
Phase 2 trainees PM, SN, HS 3 0 1 8 24 0 24 Y Complete
Phase 3 trainees KH, DH, HR 3 3 1 8 24 24 24 Y Complete
Phase 4 trainees SC, AH 2 0 1 8 16 0 16 Y Complete
Phase 5 trainees DF, NJ, JK 3 3 1 8 24 24 24 Y Complete
Phase 6 trainees Not required 0 0 1 0 0 0 0 Y Complete
Support processes EC, JB, HR, CB, DC,PC, PJ 6 3 1 8 48 24 48 Y Complete
Review of high level process maps
Review of high level process maps 1 PJ, RM, MM 3 0 3 4 36 0 8 44 Y Complete YReview of high level process maps 2 PM,SN,HS,MM,DJ,JB 6 0 3 4 72 0 12 84 Y Complete Y
Review of high level process maps 3 DH, KH, JS, GB, MM, DH(PM) 6 3 3 4 72 36 12 84 YComplete for 2006 Y
Review of high level process maps 4 JS, SC, MM, GB, AH, DH(PM) 6 1 3 4 72 12 12 84 Y Complete YReview of high level process maps 5 DF, NJ, MM, GB, JF, DH(PM) 6 3 3 4 72 36 12 84 Y Complete YReview of high level process maps 6 PJ, RM, GB, MM, DC, DF 6 2 3 4 72 24 12 84 Y Complete Y
Review of low level process maps
Phase 1
Business Case PJ, RM, MM, DH 4 1 3 4 48 12 12 60 N to begin
Phase 2
Bid/Quotation PM, QP, MM, GB, SN, HS 5 0 3 4 60 0 8 68 Y Complete YOpportunities and requirements capture SN, MM, HS 3 0 3 4 36 0 8 44 Y Complete YDefine prospect SN, MM, HS 3 0 3 4 36 0 8 44 Y Complete YProspect refinement SN, MM, HS 3 0 3 4 36 0 8 44 Y Complete YBid / Proposal generation process SN, MM, HS 3 0 3 4 36 0 8 44 Y Complete YBid / Proposal preparation SN, MM, HS 3 0 3 4 36 0 8 44 Y Complete YQuotation process SN, MM, HS 3 0 3 4 36 0 8 44 Y Complete YEstimation PM, QP, MM, SN, HS 5 0 3 4 60 0 8 68 N to beginImport PM, QP, MM, JB, CB,SC 6 0 3 4 72 0 8 80 N Old map YExport PM, QP, GB, JB, CB,SC 6 0 3 4 72 0 8 80 Y Complete YContract Review PM, QP, MM, JB, DR, PJ 6 0 3 4 72 0 8 80 N Old Map YSales Orders - standard PM, QP, MM, JB, CB, HS, SN 7 0 3 4 84 0 8 92 Y Complete Y
Week ending
Individual project – Process mapping the business
Phase 4 Production Planning & Control Purchasing Sub-Contract Management Supplier Assessment Goods Inwards Stores Control (main) Manufacturing Assembly Production Inspection Production Test Customer Acceptance (on-site) Deviation Permits Delivery Package & Dispatch Bonded Stores (MoD) Bonded Stores (Customer) 640 Generation C of C Generation
Identifying processes within Phases (example – Phase 4)
Individual project – Process mapping the business
Individual project – Process mapping the business
Outcome:
Prior to the ISO certification, we had successfully mapped the following phases:
•Marketing
•Sales
•Operations
•In service support
•Disposal
•Many support processes
Individual project – Process mapping the business
Problems encountered:
•Initial slow take up
• Conflicting priorities – day to day business took priority
• Resistance to changes of responsibilities
•Complete lack of commitment from one BU senior manager
• Lack of IT resources
• Knowledge
•Time
Individual project – Process mapping the business
Opportunities:
•Incorporation of new policies and procedures
•Quality Gates
•Business Continuity Planning
•Risk management
•Updates to include AQAP2000 requirements
•Staff training and process improvements
Lessons learned Compelling reasons for changeCompelling reasons for change Early adopters and peer effectsEarly adopters and peer effects Explore range of solutionsExplore range of solutions Importance of: Importance of:
CommunicationCommunication Scoping requirementsScoping requirements Good planning Good planning Follow throughFollow through
FlexibilityFlexibility
4 years later
Is it still in use?Is it still in use?
Has it evolved?Has it evolved?
Is it still adding value to the organisation?Is it still adding value to the organisation?
Questions????