TRAINING 3 PENGELOLAAN PROSES TAHUNAN, PELATIHAN, DAN KOMPETISI YANG SANGAT BAIK

TRAINING CUSTOMER PERSPECTIVE INCREASE CUSTOMER SATISFACTION

It is time to disassemble your box and start thinking outside of it

GML Performance Consulting  proudly presents:

PMX    Process Management Excellence A 3 Day Practical and Competitive
Workshop on Process Improvement

Companies  and  Government  Departments  are  always seeking to reduce
their  costs  and  improve  the  quality  of their services. Today the
endless  pursuit  of  process  excellence  namely  “faster, better and
cheaper”  products  and  services is a key challenge all organisations
face.

GML  has  done  extensive  world-wide  research  on ways organisations
attempt  to  achieve process excellence. Working with their Australian
partner Dr Paul Walsh from the University of New South Wales Executive
Education  Unit, GML has developed a unique process improvement method
known   as  MMI  or  Map-Measure-Improve.  Following  the  MMI  method
guarantees measureable improvement in business process performance.

GML  is pleased to announce The 2nd Annual PMX Workshop led by Dr Paul
Walsh.  Over  3  days  participants will learn how to Map, Measure and
Improve their business processes reaching new levels of performance.

Participants  will  walk away with the Excel-based tools and templates
that support the MMI method.

Competition  brings  out the best in people. GML will offer teams from
companies  and government departments the opportunity to apply the MMI
method  to a process of their choosing. Teams will compete against one
another in two categories:
1. Best MMI application in government
2. Best MMI application in business

An Award ceremony will be hosted by GML and Dr Paul Walsh.

Participants  will  experience  the  tools  and  techniques behind MMI
through   a  simulated  process  improvement  activity  based  on  the
principles  of  adult  learning.   The  simulation will provide a safe
learning  environment  where  participants  can  experiment  with  the
different phases of MMI and have fun learning new concepts.

Process Management
Process  management  (PM)  is  a management system, which specifically
organizes  the  work  processes  in  companies,  in which its ultimate
purpose is to create work processes that are:
1. Effective,  give  the  results  as  expected  by  customers  (both
external and internal)
2. Efficient, use resources optimally and eliminate bureaucracy
3. Adaptive, have the flexibility in encountering the changes ahead

Process  management needs to be conducted to ensure that the company’s
business process is already advancing effectively and efficiently. The
success in process management gives direct impact to a lot of strategy
objectives.

Those strategy objectives are:
1. Financial  Perspective:  Increase  cost efficiency, Increase Asset
Utilization.
2. Customer Perspective: Increase customer satisfaction.
3. Internal  Business  Process Perspective: Improve lead time, reduce
wastes, improve product quality
4. Learning & Growth Perspective: Increase employee satisfaction.

On  improving  the  process  management,  there are three simple steps
applied  in  one continuous cycle, which become the key success factor
of process excellence:

MAP, MEASURE, and IMPROVE.

REPORTED BENEFITS AND SAVINGS FROM PROCESS

MANAGEMENT COMPANIES
Company Metric / Measures Benefit / Savings
General Electric (1 year period) Financial $ 2.4 billion
Motorola (10 year period) Financial $ 14 billion
Allied Signal (5 year period) Financial $ 1.4 billion
DuPont (5 year period) Financial $ 1.6 billion
Mount Carmel Health System (1 year period) Financial $ 2.4 million
Johnson and Johnson (1 year period) Financial $ 500 million
Motorola (1 year period) In-process defect levels 150 times reduction
Citibank  /  Global equipment Customer Satisfaction Reduced cycle time
from customer placing an order to service deliver by 67%
Bank of America Customer Satisfaction Reduced customer problem by 24%

Process Management Cycle: MAP

To  conduct  the  process improvement in process management, the first
phase  that  needs to be done is mapping the as-is process. By mapping
the  processes,  we  are  able  to  comprehend  the  essence  of these
processes  and  sub-processes,  from  process  flow, time to start and
finish  a  process,  expense,  and  other resources needed in order to
finish  the  aforementioned  processes.  Those  resources  are humans,
tools, equipments, etc.

By  mapping  the  as-is  processes,  we  also obtain the hollistic and
strong   understanding   about   the   processes,   able  to  see  the
opportunities  of  improvement that can be done, and more importantly,
able  to see the impacts upon the implementation of the aforementioned
improvements in that process.

Process Management Cycle: MEANSURE
The  second  phase  is  measuring the process. Measurement needs to be
conducted  to  quantify  the  exact  value  of processes, which can be
measured by these factors:
1. Expense  :  How much cost expensed to execute the process from the
input to output
2. Time         :  How much time consumed to execute the process from
the input to output
3. Quality    :  How  is  the quality of the produced result from the
process execution

Once  all  these factors measured based on the mapped as-is processes,
the  opportunities and ideas of improvement should be able to identify
through the set of analysis tools.

Process Management Cycle: IMPROVE
The  last  phase of the process management cycle is Improve, where the
ideas  of  improvement are validated and tested as a pilot project for
certain  period. Once the expected result succeeds, then the next step
is  to  make the plan for the permanent implementation and control for
the process sustainability and further identification of improvement.

AGENDA

Day 1

09.00              Introduction to GML PMX and the Award

Introduction  to  the  Map  –  Measure  –  Improve  method for process
Improvement

Process Simulation Class activity: Current State

10.30 – 10.45 Morning Tea

Theory: Tools to Map processes (Value Chains, SIPOC, Swim Lanes, Value
Stream Map)

Practice: Class Exercise Mapping the Process Simulation

12.30 – 13.30 Lunch

Application:  Participants  select  a process from their workplace and
develop an appropriate Map

15.00 – 15.15 Afternoon Tea

Presentation  and  Tuning:   Participants present their Maps,  receive
feedback and fine-tune

Day 1 Ends     Day 1 Ends

Day 2

09.00              Review of Day 1

Theory:  Tools  to  Measure processes (Data Collection Plan, Graphical
and Statistical Tools)

Practice: Class exercise: Measuring the Process Simulation

10.30 – 10.45 Morning Tea

Application: Participants identify measures by developing

a Data Collection Plan for their work process

Class exercise: How to assess the accuracy and reliability of Data

12.30 – 13.30 Lunch

Application:  Participants  identify  measures  by  developing  a Data
Collection Plan for the same process from their workplace

Presentation  and  Tuning:  Participants present their Data Collection
Plans, receive feedback and fine-tune

15.00 – 15.15 Afternoon Tea

Theory:  Tools  to Improving processes (Root Cause Analysis, Measuring
and Sustaining Improvements)

Practice: Process Simulation Class Activity: Pilot Future State

Day 2 Ends     Day 2 Ends

Day 3

09.00              Review of Day 2

Application:   Participants   do   Root  Cause  Analysis  and  develop
Improvement Plans for the same process from their workplace

10.30 – 10.45 Morning Tea

Presentation   and  Tuning:  Participants  present  their  Root  Cause
analysis and their Improvement Plans, receive feedback and fine-tune

12.30 – 13.30 Lunch

Judging criteria are explained to the participants.

Final Presentation Preparation:

Participants   prepare   a   set   of   slides  to  demonstrate  their
understanding of the MMI method and its application

Final Presentation Delivery:

Participants present their final presentations to a judging panel

15.00 – 15.15 Afternoon Tea

Award  Ceremony:  Prizes  are  given  to the best presentations in the
nominated categories.

Wrap Up

Day 2 Ends     Workshop End

ABOUT FACILITATOR
Dr. Paul Walsh
And GML Performance Consulting
Paul Walsh is a Principal Consultant of GML Performance Consulting. He
is  also  a  Program  Director  of  BSC and Lean Six Sigma practice at
Australian  Graduate School of Management, a joint venture between the
University  of  Sydney  and  University  of  New  South Wales.  In his
capacity  as  an  academic,  he  has  published widely in research and
professional management journals.

Dr  Walsh  is  an  active  consultant  in  the  areas  of  performance
measurement,  strategy  deployment  and process management, and has an
extensive  client  list,  such  as:  Singtel  Optus,  Uncle Tobys, BHP
Biliton,  Morgan  Stanley,  Precision  Valve,  BOC Gases, Zinifex Ltd,
Century  Oils,  Steggles,  NSW  Treasury,  Reverse  Bank, St. Vincents
Hospital,   Link   Market   Services  and  Theiss.  He  has  consulted
extensively  in  Indonesia,  Australia, and Singapore for both private
and government organizations.

Dr  Walsh  has  presented more than 200 public and in-house management
development   workshops.  His  workshops  are  part  of  the  national
professional  development  activities  of  the  Australian  Society of
Certified   Practising   Accountants   and   Institute   of  Chartered
Accountants.  He has been a member of the team responsible for setting
the criteria for the Australian Quality Awards.

Dr  Walsh has recently written comprehensive reviews on the use of the
Balanced  Scorecard  in the Australian Defence Force and Brisbane City
Council.   He  has  been  at  the  forefront  in developing methods to
support new ways for developing performance management systems. He has
influenced  the way KPIs are managed in many private and public sector
organizations.  Dr  Walsh  is  considered  a  leading authority on the
Balanced  Scorecard.  He  also  serves as an academic reviewer for the
International Journal of Six Sigma and Competitiveness.

Over  the  past  5  years,  Dr.  Walsh has been performing as the lead
trainer  for the Australian Graduate School of Management in the Green
Belt  operational  excellence  program  at Singtel, a leading regional
telecommunication  corporation, which won 2014 IQPC Process Excellence
Award as the Best Improvement Project.