Frank wright - Where do I go from here?

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<p>Main presentation title goes here.</p> <p>Prioritising ChangeAUA Conference, YorkOperational Excellence Team - 15 October 2015</p> <p>Idea PrioritisationSuggest/Ideas Fest, Brainstorm, Questioning Techniques5 WhysAffinity DiagramFishbone DiagramRelationship DiagramPrioritisation MatricesHistogram or Scatter DiagramCycle of ServicePareto 80/20 rule</p> <p>Completed your brainstorming or analysis of what needs to be improved in your process.</p> <p>Id like to show you a couple of tools that you might find useful if you are undecided on how to take things forward.</p> <p>One of the biggest problems we have in process improvement events is getting the changes implemented is lack of resources. If we can come up with a prioritised list there is a better chance of getting something changes.These are some of the techniques and tools you might already be familiar with.2</p> <p>Relationship DiagramA tool to prioritise ideas using consensus of the groupSimple and graphicalMay not give a clear winner, but provides a platform for further discussionCouple with a priority matrix for more granular results</p> <p>The first one is the relationship diagram</p> <p>Anyone used this before? It is a simplified version of the paired comparison technique.</p> <p>We start with our list of options, which we have got from our workshop.3</p> <p>You may have used the Affinity Diagram</p> <p>Used to group ideas!</p> <p>In this case we have used the affinity diagram technique to group like suggestions.</p> <p>4</p> <p>But how do we decide?</p> <p>These are the toasters listed in Argos quite a choice!!</p> <p>Well not do something quite so complicated.5</p> <p>Issue</p> <p>Issue</p> <p>Issue</p> <p>Issue</p> <p>Issue</p> <p>Buy in third party parts and repackageMove processing to new co-located teamPurchase new software to improve response times Redesign web site to improve customer experiencePhase out product with customer incentives</p> <p>i2o2t0o0i4t4o1i3t2i1o3t-2t-4o4i0Relationship Diagram</p> <p>Paired Comparison Analysis</p> <p>Well use the relationship diagram to prioritise just five options.</p> <p>Draw a box for the first option and write it in. Add three smaller boxes underneathWe do this for each option, spreading them out on the sheet.In turn take two of the boxes and decide which option of the two you think is the most important. Draw an arrow from the less important to the most important.Repeat for each pair of options.</p> <p>When all the arrows are drawn, count the number of arrows coming into to each option and put the total in the first small box. Then count the arrows going out, and write in the number. Take the number going out from the number going in and enter the result in the third box.The resulting scores should give you a pointer to which is the most important option. If you have two with the same score review them to decide which should take priority.</p> <p>This is a simple but effective way and stimulates a lot of discussion.6</p> <p>Exercise Staff CateringComfortable seatingPrivacy for meetingsWide choice of foodPleasant environment Access to multi-media and internetCustomer suggestions for improvement</p> <p>Blue Room RestaurantUse a relationship diagram to prioritise these 5 suggestions.</p> <p>So well try it out now with an exercise.</p> <p>Imagine you have done some customer research into improving your staff catering facility. These are the five top requests, but they need to be put in order as finance is limited and you may not be able to satisfy all of them.Imagine you have formed a customer focus group and are helping them to prioritise which should be done first.Use the relationship diagram to come up with an answer.Remember you are the customers these should be your priority wishes. You should present your answers to the whole group so you will need to justify your answer!7</p> <p>Enter customer requirementsWeight them based on customers scoresThen for yourself and each competitor:Score how well they meet the customers requirements(10= totally 1=not at al)Multiply weight x score and add results.</p> <p>OK so you have some similar decisions, but some are different there is no right or wrong answer. You are the customer.</p> <p>Another technique for prioritisation is to use some form of matrix and scoring to further refine options.</p> <p>One popular on is the Weighted Matrix</p> <p>We are going to use this in a minute to decide on what the catering team should do about the customer wishes.</p> <p>Make a list of the customers wishes, and the importance they have to the customer. Use different ranges depending on the number of options you have. Use identical numbers where the customer is unclear.In this case we are going to give a score to our ideas for meeting the customer requirements. Multiply this score by the customer weighting and the add them up to give a total score. Rank the results.</p> <p>8</p> <p>ExerciseTake the five ideas of what staff want from the staff clubUse rankings from your relationship diagramSome ideas from Catering on investments?Allocate your own scores as to the difference each will makeRank themPick a winner</p> <p>As an exercise, use the priorities you decided on in the first exercise, and allocate these as customer importance weightings.</p> <p>Now imagine you are the catering team, with a limited budget and you have come up with your own ideas on how best to meet the customers wishes. Give a score to each proposed improvement as to how well you feel it will meet their wishes. </p> <p>Calculate a score for each</p> <p>Total them and then rank the results</p> <p>9</p> <p>Exercise Staff CateringCustomers asked for:Comfortable seatingPrivacy for meetingsWide choice of foodPleasant environment Access to multi-media and internet</p> <p>Lattes Catering</p> <p>10</p> <p>Exercise Staff ClubHow well do the ideas from Catering provide for the customer requirements?</p> <p>11</p> <p>Questions?</p> <p>12</p> <p>Contact detailsFrank Wright023 8059 8589</p> <p>f.e.wright@soton.ac.ukexcellence @soton.ac.uk </p> <p>13</p>