Frank wright - Where do I go from here?

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Main presentation title goes here.Prioritising ChangeAUA Conference, YorkOperational Excellence Team - 15 October 2015Idea PrioritisationSuggest/Ideas Fest, Brainstorm, Questioning Techniques5 WhysAffinity DiagramFishbone DiagramRelationship DiagramPrioritisation MatricesHistogram or Scatter DiagramCycle of ServicePareto 80/20 ruleCompleted your brainstorming or analysis of what needs to be improved in your process.Id like to show you a couple of tools that you might find useful if you are undecided on how to take things forward.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.2Relationship 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 resultsThe first one is the relationship diagramAnyone used this before? It is a simplified version of the paired comparison technique.We start with our list of options, which we have got from our workshop.3You may have used the Affinity DiagramUsed to group ideas!In this case we have used the affinity diagram technique to group like suggestions.4But how do we decide?These are the toasters listed in Argos quite a choice!!Well not do something quite so complicated.5IssueIssueIssueIssueIssueBuy 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 incentivesi2o2t0o0i4t4o1i3t2i1o3t-2t-4o4i0Relationship DiagramPaired Comparison AnalysisWell use the relationship diagram to prioritise just five options.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.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.This is a simple but effective way and stimulates a lot of discussion.6Exercise Staff CateringComfortable seatingPrivacy for meetingsWide choice of foodPleasant environment Access to multi-media and internetCustomer suggestions for improvementBlue Room RestaurantUse a relationship diagram to prioritise these 5 suggestions.So well try it out now with an exercise.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!7Enter 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.OK so you have some similar decisions, but some are different there is no right or wrong answer. You are the customer.Another technique for prioritisation is to use some form of matrix and scoring to further refine options.One popular on is the Weighted MatrixWe are going to use this in a minute to decide on what the catering team should do about the customer wishes.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.8ExerciseTake 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 winnerAs an exercise, use the priorities you decided on in the first exercise, and allocate these as customer importance weightings.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. Calculate a score for eachTotal them and then rank the results9Exercise Staff CateringCustomers asked for:Comfortable seatingPrivacy for meetingsWide choice of foodPleasant environment Access to multi-media and internetLattes Catering10Exercise Staff ClubHow well do the ideas from Catering provide for the customer requirements?11Questions?12Contact detailsFrank Wright023 8059 8589f.e.wright@soton.ac.ukexcellence @soton.ac.uk 13