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Chapter 3 1. What is the purpose of your organization?

2. What capabilities do your customers acquire as a result of interacting with you?

3. 4. Who are your competitors? A. Who are your current customers

B. Who should/could be your customers, but currently are not? C. Who, by your choice, are not your customers?


Identify the major products and services that benefit your customers and serve your purpose. Product or Service Benefit/Capability acquired by the customer from this product


Choose a specific product or service: 6. Examine the chain of customers for that product or service List the intermediate customer Who is the End User or beneficiary

Who Receives it


Applying the Kano Model What are the basics to these Customers Strategic IT / Business Alignment IT Governance framework/functio n Tools (impact analysis) Tools (impact analysis) What are the performancerelated characteristics reduced IT costs asset reuse (HR, Business Architecture Artefacts, Applications, Infrastructure) What Are, Or could be the delights? Business Architecture Management Software (ex: Iteraplan)

The receiving Customer

The Intermediate customer The end customer


Identify customer feedback loops. These are routine methods or systems with which you elicit information from your customers and record the data in ways useful for improvement Reactive customer feedback initiated by the customer Validation sessions/requests Proactive customer feedback initiated by you interviews workshops/sessions surveys/questionnaires

Describe the established routine for capturing and processing customer data

Describe a realistic routine that may be established

issue tracker(for more sophisticated users), or simple email/phone calls/

startup phase: ascertain mandate, quality criteria elicitation (scope) communication strategy definition (plan) information gathering( using the proactive and reactive customer feedbacks)

Identify a specific product or service: 9. Gemba 1: Mapping the process. Describe the general flow that develops and delivers this product or service
Identify the Flow of Work Early Stages Request Project Business Case from Project Executive Choose In-House Project Manager Choose Team Lead Setup Daily Log Write Business Architecture Proposal Present Business Architecture Proposal to Project Executive Plan Project Initiation Stage Middle Stages Workshop directed by In-House Project Manager and attended to by Project Executive, Team Lead and relevant Business Stakeholders to define Project Product Description (description of deliverables) Late Stages How do you know when the process is completed and successful?

How do you know when the Process has started? We know the process has started when we receive a request for proposal


Tracing a basic key quality characteristic back through the process A) Select a basic characteristic fore the end user or beneficiary of this product or service:

guarantee that work packages are derived from product qualities as specified during Startup phase and Initiation phase. (refer to PRINCE 2)
B) Where does this basic get assured or violated? Identify where in the process things can go wrong so that the basic is violated. Work packages product reviews ensure quality criteria are respected management by exception with scope monitoring ensures scope is not violated any violation to these puts delivery of required product(s) into jeopardy

Chapter 4 1. The heart of the Gemba: The critical functions and key players Enter the specific product or service: As they apply to the product or service listed above, identify the critical functions and key players: Designing the Product or Service Developing it, assembling the component parts Delivering the product/service to the customer Providing followup or support services to the Customer Getting feedback from the customer

Alternative framework Early in the flow of work In the middle stages In the late stages At the point of the customers application or use

2. The heart of the Gemba: The core resources Enter the specific product or service: With regard to the product or service listed above, identify the core resources Designing the Product or Service Developing it, assembling the component parts Delivering the product/service to the customer Providing followup or support services to the Customer

Getting feedback from the customer

3. Supporting the Gemba Enter the specific product or service: Not the Gemba, but supporting the Gemba Identify the Key Functions, Services, and For each key non-Gemba function, service or resources in the organization that are not resource, describe how each contributes to the Gemba but support the Gemba success of the Gemba 4. Identify waste: For each stage of the Gemba process, identify examples of waste Early stages Middle stages Late stages At the customers point of application

5. creating standardized processes

6. Establishing internal feedback loops

1. 2. 3. 4. 5. 6. 7.

The job and its process Use this form to organize information on the various tasks related to your job. Name one task, operation, or function that is part of your job Show what percentage of your time is taken up by this task List those who share in this task How does this task contribute to the satisfaction of the outside customer? Describe how often this process completes a full cycle Who are the internal customers of this process How do these internal customers define a good job by you? What are their important needs? Who are your suppliers? (Internal and external) How do you define a good job? What are your important needs from them?

8. 9.

Planning for feedback from the Internal Customer: Part 1 Describe or name your internal customer: Managing Director What process will you be describing? The Recruitment process 1. List the basic expectations of your internal customer 2. List those characteristics that result in greater internal customer satisfaction the more those characteristics are present Describe how these characteristics relate to the needs of the outside customer What data will indicate the presence of this characteristic? What signal will be a measure of successful fulfillment of this characteristic? How will this data be gathered, recorded, and analysed? Who will record what data, how, and when?

3. 4.


Planning with the customer A. How might we inadvertently create problems for the outside customer? How can we avoid this? Detect this? Respond to this?

B. How might we inadvertently create problems elsewhere in the system?