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1 KYB001 BE 20 Keys QUICK SET-UP 20 Keys of Business Excellence.

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1 1 KYB001 BE 20 Keys QUICK SET-UP 20 Keys of Business Excellence

2 2 KYB001 BE 20 Keys Level Key #1 – Workplace Organization, Health and Safety The teams’ workspace layout is not well organized, resulting in wasted time and motion. Materials and paperwork are stacked on team member desks and file cabinets. There is little or no use of visual controls by the team. Frequently used materials and tools are not readily accessible to team members. Team member safety and office ergonomics are not recognized as issues. The team realizes the need to reorganize to make more efficient use of space, enhance communications, and reduce wasted time and motion. A plan is established by the team to reorganize the work area. Critical items for daily work activity are identified by the team, and non-essential items are discarded during periodic individual office clean-ups. There is some use of visual controls by the team. Safety and ergonomic issues are addressed with quick fixes when brought up by team members. 100% of regulatory required safety training for team members is completed annually. At least 50% of team members have been trained in Visual Management (includes 5S).ergonomicsafety training Visual Management Workplace is reorganized by the team to minimize wasted floor space, enhance daily communication, and reduce wasted time and motion. Organized annual clean-up events are conducted. The team’s workplace is flexible for future reconfiguration. The Open Office concept is being used in some team work areas. Use of visual controls (VC) is becoming widespread by team members. Changes to existing visual controls are implemented by team members. Team members have annual safety and ergonomic training. Safety and ergonomic hazards are identified and addressed by the team using a safety checklist. At least 75% of team members have been trained in Visual Management (includes 5S). 5S rating has been posted.Safety and ergonomic hazards are identified Visual Management Workspace improvement plan, developed by the team, promotes smooth workflow of information and communication. The Open Office concept is being used in most team areas. Team members continue to evaluate effectiveness of workplace organization (WPO) and implement better solutions. Visual controls are used extensively by team members. The team work area is neat and orderly. Safety and ergonomic issues are evaluated and addressed by team members before office equipment and furniture are purchased. Existing hazards are prioritized for elimination by the team. 100% of team members have been trained in Visual Management (includes 5S). 5S rating trend shows improvement. There have been no recordable incidents for the team with “days away” or “restricted time” in the last 6 months.Visual Management All team work area floor space is fully utilized, with no wasted space. The Open Office concept is used throughout the team work area. There is a designated place for everything, and everything is in its place. The team uses visual controls extensively. Team members take great pride in their work area. All team members take ownership in promoting and improving safety procedures. The team has eliminated all unsafe behaviors. The team is recognized for WPO and VC best practices and teaches concepts to others in the company. There have been no recordable incidents for the team with “days away” or “restricted time” in the last 12 months.team members take ownership in promoting and improving safety procedures 20 Keys of Business Excellence

3 3 KYB001 BE 20 Keys Level Key #2 – Leadership Leadership is not visible on the team. Status updates on direction and progress are primarily through printed media to the team. Primary focus of the team is on reacting to current problems. Leaders on the team are primarily responsible for making decisions. Leaders consistently demonstrate authoritative behavior. LeadersLeaders start to prepare team members to make their own decisions in selected situations, and the concept for shared leadership is beginning to be demonstrated. Unsuccessful delegation attempts on the team are viewed as learning opportunities. Leaders and team members are familiar with the ArvinMeritor Leadership Model and have identified at least one competency for development. At least 50% of the team’s leaders have been trained in White Shirt.delegationArvinMeritor Leadership Model White Shirt Leaders are beginning to involve team members to shape plans and decisions that affect them. Leaders are beginning to promote collaboration, remove obstacles to teamwork and encourage feedback to enhance performance. Leaders are utilizing the Performance Management Process (PMP) with team members. Examples of successful delegation of decision-making are documented by the team. Leaders of the team are encouraging the use of problem-solving tools to drive for improvements. Leaders are encouraging team members to assess themselves on all competencies with the Leadership Model of the PMP. At least 75% of the team’s leaders have been trained in White Shirt. 100% of the team’s leaders are “fully demonstrating” in at least 5 leadership competencies and are developing as coaches and teachers.Performance Management Process competencies White Shirt5 leadership competencies Team members are designing the plans and decisions that affect them. Leaders are successful at removing obstacles and are encouraging team members to do so. Leaders of the team provide performance feedback on a periodic basis. The PMP, including the ArvinMeritor Leadership Model, is effectively utilized by team members and is linked to the Business Strategy Review (BSR). Team improvement initiatives are implemented rapidly, as a result of leader’s demonstration and teaching. Delegation efforts are consistently successful, and calculated risk-taking is encouraged on the team. The team effectively uses problem-solving tools. 100% of the team’s leaders have been trained in White Shirt. 100% of the team’s leaders are “role models” in at least 5 leadership competencies and are actively coaching and teaching.Business Strategy Review White Shirt5 leadership competencies The team’s leaders are actively teaching, coaching and mentoring. Team members are effective at making decisions and managing their goals within the PMP. Team members are empowered to remove obstacles and do so frequently. Leaders provide and seek performance feedback from the team members continuously. Problems are self-managed by the team. Delegation efforts on the team are seamless. Personal leadership and accountability is clearly visible at all levels by team members. Leaders are seen as the leadership role model within and beyond the team. Team members are now serving as leadership coaches and role models. 20 Keys of Business Excellence

4 4 KYB001 BE 20 Keys Level Key #3 – Vision and Executive Sponsorship Few team members know or understand the direction of the organization. Strategic objectives and actions are unknown by team members. Vision communication to the team is limited to slogans or posters on the bulletin boards. Strategic objectives and actions are communicated from Corporate and passed on to team members. Team leaders have established a local vision that is in alignment with the company’s Envisioned Future.Envisioned Future Leaders are visibly helping team members establish a connection to the company and its functional vision. Leaders link team metrics and improvement initiatives with the vision. Team members contribute to this process and occasionally receive communication about it. Appropriate components of the Business Strategy Review (BSR) and Annual Operating Plan (AOP) are presented to team members.company and its functional visionBusiness Strategy Review Annual Operating Plan There is a frequent and effective forum for all team members to discuss the vision and what it means to them personally. Leaders consistently use the vision as an effective means to inspire team members. Efforts are made to link team actions to the BSR and AOP.BSR and AOP Team members are able to state or paraphrase the vision. The vision is readily accessible to team members. Teams use the vision as a means to challenge the status quo and set new levels of performance. Teams are successful at linking actions to the BSR and AOP.BSR and AOP 20 Keys of Business Excellence

5 5 KYB001 BE 20 Keys Level Key #4 – Objectives and Ownership No departments or teams have goals and objectives. Teams are unable to determine level of accomplishment.goals and objectives Few departments or teams have goals and objectives. Goals are primarily set by leaders. Annual performance expectations are communicated to team members at the beginning of the year. Performance is reviewed at the end of the year with the team. Team goals and objectives are sometimes achieved.goals and objectives Most team members and teams set their own goals and objectives, which align with business and functional goals, and communicate them. Mid-term reviews are regularly conducted with team members to adjust efforts and impact results. At least 50% of the Business Excellence 20 Keys action plan objectives are achieved on time.goals and objectivesBusiness Excellence 20 Keys The team is encouraged to challenge the effectiveness of the strategies and is given the opportunity to develop new strategies. Performance is reviewed with team members quarterly. At least 90% of the Business Excellence 20 Keys action plan objectives are achieved on time.Business Excellence 20 Keys Goals and objectives are reviewed and discussed frequently in team and staff meetings. Team members accept full ownership of clearly defined objectives and are proactive to close the gaps and continue monitoring and improving goals. 100% of the Business Excellence 20 Keys action plan objectives are achieved on time. 20 Keys of Business Excellence

6 6 KYB001 BE 20 Keys Level Key #5 – Communication No defined communication system exists for the team. Team members do not have clear objectives or completely understand their job responsibilities. Expectations of leadership are unclear to team members. Company direction is not clearly understood by team members. Team members do not have the opportunity to ask questions and obtain feedback on job performance. Visual displays are rarely, if ever, used by the team.communication systemjob performance There is limited communication with the team. A minimum level of information about company goals and objectives is communicated to the team. Open channels of communication for the team are not formalized. Communication meetings for the team are ad hoc and often cancelled. Team members have limited understanding of their link to company direction. Leader accessibility for the team is minimal. Visual displays for the team are not regularly updated or used effectively. Team members receive infrequent feedback on their job performance. objectives Communication meetings CommunicationCommunication for the team is mostly informal, but does occur. Leaders provide key information and feedback that enables team members to understand their personal roles and that of their company. Communication meetings are held on a regular basis for the team and provide no opportunity for discussion. Team members are able to perform job responsibilities with acceptable level of information and feedback. Visual displays are used effectively by team members and track key indicators. CommunicationCommunication for the team takes place both informally and formally. Team members can rely on frequent information from leaders and other team members. Communication occurs in various forms – teams meetings, one-on-ones, etc. Team members clearly understand their contribution to the company and are comfortable seeking and providing information. Visual displays are updated regularly and used by all team members to tell a clear and compelling story. A formal communication system for the team is in place and flows in all directions. Communication meetings for the team occur regularly, are productive and provide for open discussion. Leaders of the team are approachable and available. Team members can easily make the connection between personal objectives, company objectives and company direction. Leaders of the team frequently offer perspective and interpretation, and provide valuable feedback and reinforcement.communication system 20 Keys of Business Excellence

7 7 KYB001 BE 20 Keys Level Key #6 – Learning and Skills Development Learning and training Learning and training are a low priority for the team. Team members and teams do not have training and development plans. Training for the team is primarily in reaction to problems. Training for the team is not tracked. Most training for the team is focused on individual development and/or information sharing.development plans Skills competency profiles Skills competency profiles are developed for some positions on the team. Skill assessments are being initiated for some team members. No formal method exists to ensure team members are cross-trained to support other positions. Training effectiveness is not analyzed by the team. Each team member has at least 20 hours of formal training per year targeted at career development. All positions on the team have skills competency profiles. Assessments against performance and skills competencies profiles for the team are the basis for individual training and development plans. Training plans for the team are established, but are not always achieved. There is a formal method to ensure cross-training and back-up for positions on the team. Each team member has at least 30 hours of formal training per year targeted at career development.skills competency profilescareer development. Team members consistently evaluate their performance, and actively discuss opportunities to improve and then establish action plans. Succession planning and career planning for the team are closely linked. The team is encouraged to assess value streams within its responsibilities to identify opportunities and eliminate waste. The team regularly cross-trains other teams. Training plans for the team are consistently achieved. Development Plans for the team are a part of the Business Strategy Review (BSR) and Annual Operating Plan (AOP) process. Each team member has at least 40 hours of formal training per year targeted at career development.Business Strategy Review Annual Operating Plan career development Learning and training are now a high business priority for the team. The team teaches other teams based on its experiences. Training and development plans include opportunities for external learning, leaders actively conducting training workshops, and skill versatility and cross-training. Each team member has at least 60 hours of formal training per year targeted at career development.career development 20 Keys of Business Excellence

8 8 KYB001 BE 20 Keys Level Key #7 – Meeting Effectiveness Team meetings Team meetings have little structure and tend to be disorganized. Attendees are often unprepared and unaware of the team meeting’s purpose. Invitees are often not appropriately selected, based on the team meeting’s purpose or intended outcome. Some team meetings are missed or canceled. Team meeting roles are undefined. The team meeting process is beginning to be defined. The team is dependent upon a facilitator. Many team members come unprepared and do not actively participate. Conflict is not well managed by the team. Team meetings have agendas, but are still somewhat disorganized and lack a focused purpose and outcome. The team does not yet use meetings effectively to identify improvement opportunities, analyze functional and process metrics, and track process improvement implementation status.roles Team meeting roles include leader, scribe, timekeeper and suggestion keeper. A facilitator assists the leader with the team meeting process. Team members come prepared. The team works together to design its meeting-management techniques. There is some difficulty handling conflict, and some team members may not actively participate. Team meetings start on time. Agendas are generally followed, but team meetings still occasionally run over. Team meeting minutes are published consistently. The team is beginning to use meetings to identify improvement opportunities, analyze functional and process metrics, and track process improvement implementation status.leader, scribe, timekeeper and suggestion keeper Team meeting roles are effectively performed. Facilitator is used only when requested by the team. All team meetings start and end on time, stick to the intended agenda and use structured discussion and brainstorming techniques. Team members are actively resolving conflict. All team members actively participate. The team uses meetings effectively to identify improvement opportunities, analyze functional and process metrics, and track process improvement implementation status. The agenda for the next team meeting is defined at the end of the current meeting. Meeting effectiveness is periodically reviewed. The team meetings held in various formats regularly facilitate continuous improvement. Team meeting roles are rotated regularly. Facilitator is not required. Team meetings always start and end on time, have published agendas and are results-oriented. Team members use meeting techniques regularly and effectively. Discussions are focused on team goals and objectives. Conflict may still arise, but is handled effectively by the team. Team members are always prepared and leave meetings clearly understanding their tasks. Team meeting effectiveness is reviewed at the end of each meeting. Quality of team meetings is continually improving. Team members can teach others about meeting effectiveness. Team members are able to schedule additional meetings, as needs arise.team meetings 20 Keys of Business Excellence

9 9 KYB001 BE 20 Keys 5 Level Key #8 – Waste Elimination and Lead-Time Reduction There is no evidence of leader involvement in continuous improvement for the team. Team members have little or no understanding of concepts or use of tools to identify and eliminate waste in the workplace, reduce lead time and unnecessary work, etc. Work is performed as it always has been, without attempts by team members to re-examine potential improvements. Critical processes and administration activities of the team are being identified. The team’s leaders are beginning to support continuous improvement. Unnecessary work activities are starting to be identified by team members. At least 50% of leaders and team members have been trained in a Process Improvement Event (PIE) (includes the 4-day ArvinMeritor Performance System workshop, 2-day Business Process Improvement [BPI] workshop, or 5-day Continuous Improvement [CI] Event). Lead-time reduction of at least 30% is achieved on at least one critical business process.Process Improvement Event (PIE) Leaders of the team actively support continuous improvement. Most functional business processes are mapped by team members. Non-value added activities are identified and either eliminated or agreed to, as necessary. Some critical cross-functional business processes are being mapped and improved by team members. At least 75% of leaders and team members have been trained in a PIE. Lead-time reduction of at least 50% is achieved on at least one critical business process.PIE All critical business processes are mapped. Non-value added activities are identified and either eliminated or agreed to, as necessary, by team members. Leaders embrace continuous improvement, and coach and support the team in its lead-time reduction efforts. 100% of leaders and team members have been trained in a PIE. Lead-time reduction of at least 70% is achieved on at least one critical business process. Team is recognized for best practice in waste elimination, lead-time reduction and cross-functional business process improvement achievements. Team members mentor and teach others in waste elimination and lead- time reduction concepts. Lead-time reduction of at least 70% is achieved on multiple critical business processes. 20 Keys of Business Excellence

10 10 KYB001 BE 20 Keys Level Key #9 – Problem-Solving and Problem-Avoidance Problem-solving and problem-avoidance tools are not used by the team. Problems are addressed in reactive mode only by the team. Level of internal and/or external customer satisfaction is unknown to the team. No customer performance feedback is in place for the team. Some effort to train team members in problem-solving and problem-avoidance tools is evident. (e.g., cause- and-effect diagrams, etc.) Reactive problem-solving is still prevalent on the team. Internal and/or external customer satisfaction is starting to be tracked by the team, but significant variation in performance still exists. Most team members are trained in problem-solving and problem-avoidance tools. Problem-solving by the team focuses on prevention, error-proofing and variation reduction. Internal and/or external customer satisfaction is regularly tracked by the team and used for improvement action planning. Causes of variation in performance are being identified by team members. Visual evidence indicates several problem-solving tools are being utilized by team members. All team members are trained in problem-solving and problem-avoidance tools. Internal and/or external customer satisfaction is improved through action planning. Causes of variation in performance are being systemically eliminated. Problem-solving effectiveness is verified with internal data (Business Operating System [BOS] Charts). Successful problem-solving solutions are shared with other teams. Appropriate tools are routinely used in problem-solving activities. Problem-solving and problem-avoidance tools are integrated into the team’s business processes. Sources of variation are identified and eliminated by the team, and solutions are verified. Internal and/or external customers and suppliers are active in problem-solving and error-proofing activities with the team. The team is recognized by its internal and/or external customer for its performance. Team members can provide coaching in problem-solving tools to other teams. Problem-solving and problem-avoidance has become a core competency of the team. Problem-solving effectiveness of the team is verified by external customer feedback. 20 Keys of Business Excellence

11 11 KYB001 BE 20 Keys 5 Level Key #10 – Employee Involvement and Idea Implementation No system is in place to support teams. Team members are expected to only do their primary responsibilities. If improvement suggestions are made, there is no procedure for getting a response and no expectation that ideas will be implemented. Leaders drive most improvement initiatives. Suggestion forms have been introduced to the team for capturing improvement ideas. Feedback on suggestions to the team is not consistent. 100% of employees are members of the team. At least 50% of leaders and team members have been trained in Employee Involvement. At least 3 suggestions per team member are submitted per year, with at least 50% implementation. Team members begin to participate in implementing suggestions and tracking ideas. Improvement suggestions are documented by the team members and posted on the Primary Visual Display or equivalent. At least 75% of leaders and team members have been trained in Employee Involvement. At least 10 suggestions per team member are submitted per year, with at least 75% implementation. Team decides on majority of ideas. Some implementation is planned and carried out by the team. Team members drive suggestion implementation. Majority of ideas are implemented by the team. 100% of leaders and team members have been trained in Employee Involvement. At least 15 suggestions per team member are submitted per year, with at least 85% implementation. Team researches and cost-justifies suggestions to be implemented. All ideas and work changes within the team’s control are planned and implemented by the team. Team members and leaders work together to make implementation seamless. Teams work with other teams to attain company goals. Team displays characteristics of being self-directed. At least 24 suggestions per team member are submitted per year, with at least 85% implementation. 20 Keys of Business Excellence

12 12 KYB001 BE 20 Keys 5 Level Key # 11 – Project Management There is limited evidence that project management tools (RACI [Responsibility, Accountability, Consult, Inform] Chart, Gantt Chart, Timeline) are used by the team. Work activities are not fully or formally planned by the team. There are no guidelines for project management for the team. Team projects do not necessarily have leaders. Project management tool training is evident on the team. Project management tools are used in some cases by the team. Commitments for resources are sometimes adhered to by the team. Project plans are evident for the team, but generally lack sufficient detail. The project scope has been identified by the team. Projects are formally planned and documented by the team. Project leaders track project activities, resources and deliverables for the team. Project leaders on the team have sufficient formal training to perform their duties. Project teams are organized to fulfill a specific objective. Project management tools are in place and in wide-scale use by the team. Projects for the team feature disciplined start-up, execution and closure. Project team members are well-trained and many are rotated from membership to leadership roles. Project teams are effectively meeting their objectives. All phases of project management are conducted by the team in a highly structured, disciplined environment. Use of lessons learned from other projects is a common practice by the team. Project team members have a project mentality engrained in their behavior. Business management has a high degree of confidence that project leaders and teams deliver on their commitments. The team is recognized for its performance. Team members can provide coaching in project management tools to other teams. 20 Keys of Business Excellence

13 13 KYB001 BE 20 Keys Level Key #12 – Value Chain Management Internal customers of the team have difficulty getting problems resolved. Fire-fighting is the basic approach to problem resolution. Internal customers are identified by the team, with understanding of customer expectations based on prior problems. Internal suppliers are identified by the team, and expectations are communicated to them. Customer satisfaction assessment is being developed by the team, but is not yet fully implemented. Metrics are being developed by the team to monitor progress. Goals are developed by the team to meet customer expectations, with regular communication to review progress. Customers communicate problems and performance feedback to the team. Metrics performance improvement of the team reflects greater internal customer awareness. Customer satisfaction is being assessed regularly by the team. Metrics are tracked by the team and communicated to the customer. Requirements are not continually or completely met by the team. Internal suppliers and customers of the team work together to identify and eliminate waste within the value chain. Team members interact with internal customers and suppliers at all levels. Customer satisfaction assessment is completed by the team. Metrics are tracked by the team and communicated to the customer. Requirements are consistently met by the team. Customer and supplier concerns are addressed proactively by the team to find preventive solutions. Repeat problems are rare for the team. The team is considered to have a best practice in supplier-customer cooperative relationship. Leaders of the team provide guidance to other teams to assist their development. 20 Keys of Business Excellence

14 14 KYB001 BE 20 Keys Level Key #13 - Teamwork and Recognition There is no teamwork. Team members work together, but primarily as individuals. There is no recognition system in place for the team. Team charters and/or goals are defined by the leader. Awareness of team-building and team development exists. Team leaders recognize efforts of team members, but sporadically. Recognition of team members is targeted at individual performance. Recognition of team members is informal. Success criteria for recognition is defined by the leader, but not well understood by team members. Recognition efforts have a minimal impact on team member motivation. Team charters and goals are evident and developed by the team. Some team-building occurs. The team has documented a plan to improve teamwork. Team leaders recognize efforts of team members periodically. Recognition of team members is targeted at individual and team performance. Recognition of team members is formal but not timely. Success criteria for recognition is defined by the leader and communicated to team members. Recognition efforts have a positive impact on team member motivation. The team focuses on improving its effectiveness through achievement of charters and goals. Team-building occurs regularly. The team has implemented a plan to improve teamwork. Leaders and team members recognize other team members frequently. Recognition of team members is targeted at individual, team, and site or corporate function performance. Recognition of team members is formal and timely. Success criteria for recognition is defined by the leader and team together. Recognition efforts have a memorable impact on team member motivation. Recognition events for the team are communicated. Best practices are shared with other teams within the site or corporate function. Teamwork is evident and effective. Team-building efforts are frequent. The team continuously looks for ways to improve. Senior leaders, leaders, and team members recognize other team members frequently. Recognition of team members is targeted at individual, team, site or corporate function, and business group or company performance. Recognition of team members is real-time. Success criteria for recognition is standardized. Recognition efforts have a monumental impact on team member motivation. All team members seek out and appreciate constructive feedback. Team recognition is part of the culture on the team. Best practices are shared with other teams from other sites or corporate functions. 20 Keys of Business Excellence

15 15 KYB001 BE 20 Keys 5 Level Key # 14 – Metrics and Measurement There is little or no measurement of the critical inputs and outcomes of the team. Critical processes have not been identified by the team. Initial efforts are underway to assess the performance of critical processes of the team and to establish metrics. Some performance data is available to the team, but is not easily accessible, understood or used to generate improvement activities. Little or no effort is taken by the team to look for best practices. The team understands all of the major factors of its processes that influence customer satisfaction and have established measures of these factors. Metrics are continuously tracked by the team, and updated and posted on visual display board or the equivalent. Performance data is accessible to the team and understood. Performance data is used to generate some improvement activities. Information is gathered by the team on best practices. Critical process metrics are understood by all team members and are reviewed regularly at team meetings. Goals are set by the team-based on benchmarking best practices and are used to drive process improvement. Goals for the team are clearly aligned with strategic objectives and the customers’ needs. Performance data for the team is easily accessible and used to generate improvement activities. Critical process metrics are seamlessly tracked and reviewed regularly by the team. Metrics are understood by the team and reported. A structured problem-solving methodology is used to continuously improve performance of the team against metrics. The team proactively revises goals upon meeting or exceeding Annual Operating Plan, Business Strategy Review or team performance expectations. 20 Keys of Business Excellence

16 16 KYB001 BE 20 Keys Level Key # 15 – Information Systems Management Critical information is not available, making it difficult for team members to make informed decisions. There is no plan in place to install or upgrade the systems supplying information to team members. There is no record- retention system for the team. Information is available to team members, but is not always accurate or available in a timely manner. There is too much manual effort involved in the information-generating and information-retrieval process for the team. Critical processes to be mapped have been identified. A record retention system is being developed by the team. Basic information is provided accurately and on a timely basis to the team, with appropriate backup procedures in place. Information is periodically reviewed by the team, and steps are taken to eliminate information that is not used. Current and future state maps for selected critical processes are created. Action plans have been established to achieve future state maps. A record-retention system is implemented by the team. Strategic information is made available to the team for decision-making on a timely basis and is always accurate. Some level of analyses accompanies the information to the team. Team members are surveyed to determine if they are receiving pertinent information. Action plans are completed and the future state for selected critical processes has been achieved. Once processes are mapped, an annual review should occur to ensure accuracy and to identify further improvement opportunities. Active documents and files of the team comply with internal record-retention schedules. A long-range plan is prepared and executed to demonstrate a commitment to enhancing the efficiency of information that is provided to team members. All information needs of the team are provided in the most efficient manner. A formal process exists for consistently identifying, mapping and implementing action plans for critical processes. Active documents and files of the team comply with Corporate record-retention schedules. 20 Keys of Business Excellence

17 17 KYB001 BE 20 Keys Level Key # 16 – Shareowner Value Mindset There is a weak understanding of the unit’s financial results. Forecasts are not accurate, and budgets are frequently overrun. Assistance is required to prepare the unit’s budget. Some team members understand the financial results of the unit, but do not share this information with the entire team. Team and project budgets are prepared without outside assistance. Some projects, but not all, have budgets that are monitored and reported against by the team. At least 50% of team members have been trained in Creating Shareowner Value.Creating Shareowner Value All team members have a basic understanding of the costs they control, but do not have strong grasp of what drives shareholder value. Budgets are prepared by the team, without outside assistance, and are adhered to. There are periodic discussions by the team and projects focus on enhancing revenues and reducing costs. The team has identified an action plan for creating shareowner value. At least 75% of team members have been trained in Creating Shareowner Value.Creating Shareowner Value All team members have a good understanding of the costs they control and what drives shareholder value. Forecasts are accurate, and team budgets are adhered to. The team’s leaders actively work to increase the team’s business literacy through formal and informal training sessions, as well as through performance appraisal feedback. All team members have mastered content in the Creating Shareowner Value training. The team has implemented its action plan for creating shareowner value. 100% of team members have been trained in Creating Shareowner Value.Creating Shareowner Value All team members understand their impact on the unit’s budget and are informed of actual results on a regular basis. Team members also understand how their actions impact other parts of the company, and there is evidence that they work with those units to drive improvements in shareowner value. The team is focused on increasing revenues, reducing costs and improving cash flow through their actions (e.g. staff meeting agendas, visual displays, quantified improvements, all projects completed within budgets). 20 Keys of Business Excellence

18 18 KYB001 BE 20 Keys 5 Level Key #17 – Social Responsibility There is little or no effort by team members to support social responsibility through community involvement. There are no team or team member goals established. There is minimal participation by team members in community activities. There is no leader or team member commitment or participation in the site Environmental Management System (EMS). Social responsibility goals appear on leaders’ and team goals. Some team members and the team are active in the community. Site EMS goals appear on the leaders’ and team goals. Goals of the team address the minimization of waste, energy conservation and prevention of pollution. Social responsibility goals appear on team members’, leaders’, and team goals. Team members and the team are active in the community and recognized for their community involvement. Leaders of the team are partially measured on their attainment of these goals. Team members and the team are becoming active in implementation of waste reduction, energy conservation and pollution prevention activities. Team members and the team are also engaged in improving the worksite environment through recycling of waste and site beautification. Social responsibility goals appear on team members’, leaders’, and team goals. Team members serve in community leadership roles and participate in community initiatives that are aligned with business interests and team member goals. Teams are recognized for measurable improvements in waste minimization, energy conservation and pollution prevention. Team members and the team are becoming leaders and champions for both workplace and community environmental projects. Social responsibility participation by the leader and team members is highly linked to community initiatives and advancing business interests. Social responsibility goals appear on all team members’, leaders’, and team goals, and reinforce our company’s position as a good corporate citizen. Team members and the team are recognized inside and outside the company for attainment of both workplace environmental goals and participation in community environmental projects. 20 Keys of Business Excellence

19 19 KYB001 BE 20 Keys Level Key # 18- Team Measure (Guideline) Key should be selected by the team with consideration for impact on customer satisfaction, cost, lead-time or quality. Key should be within team’s control, include a measure of the team’s process and have potential for improvement. Level 1 should refer to the unawareness of the Key’s impact on customer satisfaction. Little or no effort to improve. Level 2 should refer to the identification and awareness of the Key’s impact on customer satisfaction. The team is beginning to develop a map of the process and a metric for establishing current performance. A methodology for tracking is being discussed. Level 3 should refer to initial improvement of the Key. Training is received. The team has established a process map and has identified an action plan. A metric is established and a method for tracking is implemented. A Business Operating System (BOS) Chart, or equivalent, is used to analyze root causes and target improvement activities. An initial performance improvement target should be identified. Level 4 should refer to the implementation of the action plan and reflect significant improvement. The team has removed waste and reduced variation. A BOS Chart is effectively used to address root causes. A significant performance improvement target should be identified. Level 5 should refer to excellence. The team has eliminated significant waste and established process control. A stretch performance improvement target should be identified. 20 Keys of Business Excellence

20 20 KYB001 BE 20 Keys Level Key # 19- Team Measure (Guideline) Key should be selected by the team with consideration for impact on customer satisfaction, cost, lead-time or quality. Key should be within team’s control, include a measure of the team’s process and have potential for improvement. Level 1 should refer to the unawareness of the Key’s impact on customer satisfaction. Little or no effort to improve. Level 2 should refer to the identification and awareness of the Key’s impact on customer satisfaction. The team is beginning to develop a map of the process and a metric for establishing current performance. A methodology for tracking is being discussed. Level 3 should refer to initial improvement of the Key. Training is received. The team has established a process map and has identified an action plan. A metric is established and a method for tracking is implemented. A Business Operating System (BOS) Chart, or equivalent, is used to analyze root causes and target improvement activities. An initial performance improvement target should be identified. Level 4 should refer to the implementation of the action plan and reflect significant improvement. The team has removed waste and reduced variation. A BOS Chart is effectively used to address root causes. A significant performance improvement target should be identified. Level 5 should refer to excellence. The team has eliminated significant waste and established process control. A stretch performance improvement target should be identified. 20 Keys of Business Excellence

21 21 KYB001 BE 20 Keys Level Key #20 – Employee-Valued Culture There is little or no awareness of implemented practices and programs available to team members that would support an employee-valued culture. Diversity is viewed as a compliance issue by team leaders. Work/life balance issues are not acknowledged by team leaders. Team members are not encouraged to advance or broaden their careers. A learning and development culture is not supported by team leaders. Team members do not understand their contribution to the company, the goal-setting process or the linkage to performance and rewards. Team members have limited awareness and understanding of Ethics policies and practices.Diversity Team members are beginning to understand that diversity is about all people. Leaders and team members are aware of work/life balance issues. Leaders are beginning to see the career development of team members as a benefit to the company, but limited opportunities exist for team members. Team members have a limited understanding of goal-setting, developmental objectives, and the link of performance to rewards. 100% of team members have been trained in and adhere to Ethics policies and standards. Team members are beginning to participate in local diversity initiatives. Work/life balance issues are beginning to be addressed, and leaders are willing to consider alternatives proposed by team members. Leaders and team members proactively discuss career opportunities. Leaders are committed to providing opportunities for each team member to maximize potential. Leaders regularly communicate and educate team members about goal-setting, business direction and the link of performance to rewards. Leaders give and receive feedback in one-on-one meetings with team members. Ethics are demonstrated and reinforced by team members. Leaders and team members are actively engaged in local diversity initiatives. Team members’ unique skills and experiences are utilized. Work/life issues are attended to and, where appropriate, initiatives are piloted by the team. Career development of team members is seen as a way to strengthen the company. All team members have a clearly defined development plan, supporting the long-term strategies of the company. Leaders and team members collaborate to create team goals. Leaders actively communicate and teach leadership values and behaviors. The team is seen by other teams as demonstrating ethical behavior. Diversity initiatives are integrated into team culture and practices. The Diversity Local Network is used to share best practices. Work/life balance plans are in place to meet team member and business needs. Team members are aware of internal career opportunities and feel comfortable pursuing them. Career development of team members is seen as a business imperative. Goal-setting for the team is cross-functional. Leaders and team members demonstrate leadership values and behaviors. Leaders of the team are teachers. The team is recognized for operating with the highest standards of ethical conduct. 20 Keys of Business Excellence


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