For Dummies - Delivery Excellence by Suresh Venna
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This document outlines components that should be tracked to measure continuous improvement across staffing, services and solutions, and sales and execution. It recommends defining delivery standards for each service, metrics for success and failure, and guidance for increasing success rates. Sample metrics include requirements, submission and closure rates, headcount, customer satisfaction, profit margins, and reasons for winning or losing projects. The data consists of standards, policies, processes, procedures, metrics, measurements, and feedback to address people, services, solutions, and products.
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VariationMeasurement
Variation
Accuracy and Precision
Accuracy:
Precision:
Linearity:
Stability:
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Bias
Stability
Linearity
Repeatability
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The document describes a case study of Colt's efforts to improve the quality of voice line orders from 2011-2012. It outlines that initially only 60-65% of voice line orders were clean. The objective was to achieve 95% clean orders by Q4 2012. Key approaches included understanding causes of rejections, improving communication between teams, providing training and tools, monitoring performance weekly, and defining strong improvement actions. As a result, order rejections were reduced by 67% and end-to-end order quality reached 94% in December 2012, meeting the objective.
Understand your Business processes
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WorkSpace lets you interact with business processes based on your assigned roles within your company.
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For Dummies - Delivery Excellence by Suresh Venna
- 1. Suresh Venna
- 2. » Defines the delivery standards for each service offering » Define what is a success and a failure » Measure and Track the success rate » Provide guidance on how to increase the overall success rate
- 3. Continuous Improvement Excellency will be measured on the • Schedule
- 4. Sample Components to be tracked varies for each service offering for a pre-defined frequency Type Metrics Staffing # requirements # submission rate # feedback # closure rate # head count # customer sat # profit margin # customers (new) # vendors (new) Services & Solutions Sales # RFPs received # RFPs submitted # projects won # Reasons for the win or loss Execution # cost (actual vs. budgeted) # schedule (actual vs. planned) # quality # customer sat
- 5. Data Consists of ˃ To address People, services & solutions, and products + Standards (acceptable behavior) + Policies (list of rules) + Processes (start to finish) + Procedure (directions) + Metrics (values) + Measurements (equipment used) + Feedback (for comparison)
- 6. Thank you for your attention.