7. 2. Quality is shaped by
organizational context
What is actually achieved - depends on
•
processes,
•
measures,
•
reviews,
•
rewards and
•
organizational memory
Implications for Process Innovation – Therefore Enable
9. 3. Customer’s needs are the
compass. Alas! They vary
•
–
–
–
Future Products (Brahma's department – Creation)
Anticipated future needs (skate to where puck will be)
Mitigate risks
Assimilate the available
•
Current Products & Processes (Vishnu’s department –
Sustenance)
–
Value for money
–
First/ best
–
Relationship
•
Outdated Products & Processes (Shiva’s department –
Reengineering)
–
Reduce cycle time/ costs
–
Incremental innovation
–
New markets & niches
11. 4. A CHAIN IS ONLY AS STRONG
AS ITS WEAKEST LINK
12. 4. A chain is only as strong
as its weakest link
Individual Gaps
• Inability
Organization Gaps
• Broken process
Customer Gaps
• Not seeing future
• Unclear
• Irrelevant or too
many measures
• Misreading own
relevance
• Skipped reviews
• Staying
complacent
• Demotivated
• Only penalties
• Fear
Implications for Process Innovation – What needs fixing
15. 5. What gets measured, matters
•
Early & visible success - always matters
•
A leading indicator will give you time to fix things
•
Too much measurement, is a pain. Pain without gain, is a
drain.
•
If same indicator is used for both evaluation and quality, then
evaluation trumps quality
Implications for Process Innovation – Design Measures
18. 6. Leading indicators are
invaluable. Use with caution
though
•
Examples of Leading indicators
–
The buzz in the backroom
–
Smiling faces when coming out of office
–
Under promised and over delivered
•
It is futile to tweak the speedometer needle of a car to make
it go faster
Implications– Use intangibles to diagnose. Not to deliver.
29. 10. Quality is easier if you can
foresee the future
•
•
•
•
No quality is possible without comparison
To build to an unprecedented quality, an unprecedented
comparison is required
Such a comparison can only come from the future
The peek into future also allows us to see consequences of
our actions
–
When aggregated over numbers
–
When compounded over time
30. Implications – learn crystal ball gazing ..
All the best, for your process innovation journe
31. A Dream of a Just, Equitable, Humane and Sustainable Society
Thank You
31