Assessment: 
Start by assessing the business processes for performance gaps between the current goals, objectives and the actual performance levels currently being achieved. Measurement of performance must be on a factual basis or validating the current results, is required to understand if i.e. on time delivery is 100% .... is it when we agreed to deliver it? OR when we got around it finally delivering the product or service? Anything other then when you agreed to deliver it or when the customer needs it, is just masking a potential problem. Symptomatically complaints about missed commitments usually have root causes in unrealistic sales commitments, weak production or services delivery processes as an example that must have realistic measurements of performance to make good business decisions.

You can not improve what you do not measure!
Key Question: Are measuring the right processes, to ensure the right results?

There are two methods for accomplishing this:

First, an administrative review of the Business System and it supporting processes, using the Business Development Questionnaire - a mini version is linked for use and complimentary business review as an introduction to CAPTech VIP Services that provides a example of the comprehensive nature of the administrative process review. Many times the biggest improvement are behind the scenes in supporting processes that quite frankly have not kept pace with the changing daily business operations demands.

Followed by an on the job, functional review of the actual daily process operations whether it's the leadership, administrative support, production or service activities to validate what is really happening. Are processes working as intended or needed?

The results of both reviews are reconciled and the complete picture of where gaps in performance exist and their relative business results improvement importance. The complete administrative and operational assessment will serve as basis for the business system improvement planning workshop. The facilitated workshop is the heart of developing the improvement initiatives, getting understanding of the key team members and gaining essential commitments that the actions are the right things, at the right time by the people accountable to implement the plan.

Plans by themselves are just paper and will not achieve results without the actions of: team commitment, enthusiasm and understanding of the issues and business impacts of no action taken. This is the expected result to be created in the workshop, as a kickoff event. Many groups just need this "jump start" support alone to get focused and moving more quickly to competitive and profitable customer satisfaction.

Pre-employment and Organizational Assessment Support Catalogue

Build:

The start of the Building Phase begins with establishing the vision of the destination. Starting the process with "the destination in mind. " The process gap differences in the current performance and the desired performance targets forms the basis of the revised business plan. How good do we need to be best in class to gain market share? How good must be just to stay and business competitively? A balance of two objectives is required to establish "stretch goals" that are meaningful. The best results can be accomplished in a facilitated Business Planning Workshop for Senior Management that creates and maintains:

understanding and consensus of the current situation and progress
establishes and updates improvement performance scorecard targets
defines actions needed to reach the new targets
develops "buy-in" for why change is needed
results in an action plan for improvement
creates an action plan and communication to all employees, so they understand their role

By initiating topic specific VIP Employee Teams to implement the Value Improvement action plan for initiative in their process work areas:

The Senior Leadership Team ensures that process work teams have:

roles and a accountabilities defined
expectations and priorities clarified
adequate resources to implement
proper team and personal skills for the assignment
providing factual performance feedback to the Senior Management Leadership Team for ongoing reviews of the improvement progress results

Note: Piloting process improvement with a "startup team" on a high impact project is a good way to implement change that gives time to debug processes, develop the new skills, and give the overall business team confidence the changes will be successful when they follow the ABC's model. The team is highly coached and is trained to become internal facilitators for future teams, saving external coaching costs and building internal improvement skills form within to sustain the improvements.

Certify:
Certify is actually two "C's":

First, Certify that the processes are actually meeting the new performance targets. This is accomplished by two main methods, feedback measurements of the scorecard and physically verifying the process by physically assessment of the daily operations. Internal Process Audit Programs and 3rd Party independent audits or good ways to confirm operational activities and provide continuous improvement feedback. Second, Celebrate the improvement accomplishments. You can never underestimate the power of a sincere public "Thank you" to individuals and teams.

'Sustain:
Sustaining the  improvement gains is the first order of business to ensure that priority and resources continue. After all if you found a way to meet you business goals, why wouldn't you continue the successful process you just implemented?

This the cycle repeats itself to Assess new opportunities, Build improved process performance, and Certify.

It's as simple as your ABC's

The ABC's Process Workbook is publication in flowchart format of VIP Services support that can be focused on the creation of value improvement during the normal process flow of the business life cycle model. Use the workbook as guide to focus on what skills and improvement techniques provide the most value improvement to a specific business process or functional area which gives directed focus to improvements requiring immediate and measurable gains.