2. Improving Process
Product
Cost Structure
Customer Acquisition costs
Distribution costs | Process | People
Problem
Define the
Usability
Top 3 problems
Solution
Define the
Meaning
Top 3 features
Key Metrics
Key activities
you measure
Revenue Streams
Revenue Model | Life Time Value
Revenue | Gross Margin
Unfair
Advantage
Clarify Meaning
Can’t be easily
copied or bought
Channels
Path to access
customers
Stakeholder
Trust &
Collaboration
Customer
Segments
Define the User
Multiple
segmentation
Unique Value
Proposition
Single, clear,
compelling
message that
states why you
are different and
worth paying
attention
Market
3. the Overview
Understand whom and how the process benefits
Document to ensure no knowledge pilferage
Simplify to determine the purpose and value
Automate to simplify
“The value of a process is determined by the purpose it serves”
6. Interpreting the Process
Process
Task I
Task II
Task III
Task IV
Benefactor – determines the Value
Owner – determines the Risk
User – determines the Time
Maker – determines the Resources
“The value of a process is determined by the purpose it serves”
7. Process Design
Potential for Value Creation
More
Cost
More
Value
Redesign to create value or eliminate
Potential for Elimination
Designed due to lack of alternate
or poor business decision
Value addition or Cost reduction
Attack first to improve value
addition or reduce costs
Necessary Processes
Check for scope to reduce time
More
Time
“Always design a thing by considering it in its next larger context;
a chair in a room,
a room in a house,
a house in an environment,
an environment in a city plan.” ~ Eero Saarinen
11. Please write about 1 practice at Jetking.
Write the impact or value they create;
Write the effect in their absence;
Collect information about every
student in our paper enquiry form
Practice Benefit Absence
Helps collect
information for
followup
Can be collected
later or on the
ERP system
13. Trade-off
Trade-off
Trade-off
Organizational Constraints
Need for agreement, shared
perspective, cooperation,
support, corporate culture and
structure, ethical values
Bounded Rationality
Limited time, information,
resources to deal with complex,
multidimensional issues
Trade-off
Trade-off
Strategy Tradeoffs
Process
Scope
Quality
Teams Costs
Personal Constraints
Desire for prestige, success;
personal decision style; and
the need to satisfy emotional
needs, cope with pressure,
self-preservation
14. Work Breakdown Structure
The Work Breakdown Structure (WBS) is a hierarchical
description of the work that must be done to complete the
project as defined in the Project Overview Statement (POS).
Activity : An activity is simply a chunk of work.
Task : A task is a smaller chunk of work.
Action : The act or behavior for executing the process.
Milestone : a task of zero duration. Usually an external event.
Can be used to mark completion of an activity or phase.
PEOPLE
Workplace Success Philosophy
WSP
MONEY
15. • Planning and scheduling use tasks as the
basic element.
Sometimes this is known as activities.
• The main tool for activity definition is
decomposition
“Gallia est omnis divisa in partes tres”
Commentarii de Bello Gallico
Julius Caesar
Divide and Conquer
• Status/completion is measurable
• Start/end events are clearly defined
• Activity has a deliverable
• Time/cost is easily estimated
• Activity duration is within acceptable limits
• Work assignments are independent
Activity 2
Percent Complete
Activity 1 Activity 2
Activity 1 Activity 2
Activity 1 Activity 2
Activity 1 Activity 2
Finish-to-Start
Start-to-Start
Finish-to-Finish
Start-to-Finish
Activity 1
50%
30%
WBS method of planning
16. • Dependencies
• Lags
• Outputs
Do’s
• Status/completion is measurable
• Start/end events are clearly defined
• Activity has a deliverable
• Time/cost is easily estimated
• Activity duration is in acceptable limits
• Work assignments are independent
Activity 2
Percent Complete
Activity 1 Activity 2
Activity 1 Activity 2
Activity 1 Activity 2
Activity 1 Activity 2
Finish-to-Start
Start-to-Start
Finish-to-Finish
Start-to-Finish
Activity 1
50%
30%
Rule of Thumb (Don’ts)
• Work assignments should not be more than
4 to 6 weeks
• Knowledge work should not be more then 2-
3 weeks as they are harder to track
• People tend to back-end tasks with lengthy
durations, leading to higher effort at the end.
WBS do’s & don’ts
17. Activity B
PC: A must be
completed 50% for B
to begin while A must
be 100% completed for
C to start
Activity A Activity B
Activity C
Activity C
Activity A Activity B
Activity A Activity B
FS : A must be finished for B to
start
SS: Both B & C must start
alongwith A to finish
FS: A must be
finished for B & C to
start
Activity A
50%
Activity C
Critical Path Method (CPM)
• Graphically displays the precedence
relationships & sequence of activities
• Estimate the project’s duration
• Identify critical activities that cannot be
delayed without delaying the project
• Estimate the amount of slack associated
with non-critical activities
18. Activity D Activity F
Activity E
Buffer
Activity C1
Activity CActivity BActivity A
Activity C Buffer
Critical Path Method (CPM)
The Critical Chain Approach focuses on project due dates rather than on individual activities and the following realities:
• Project time estimates are uncertain so we add safety time
• Multi-levels of organization may add additional time to be “safe”
• Individual activity buffers may be wasted on lower-priority activities
• A better approach is to place the project safety buffer at the end
19. CPM using Gantt Chart
Shed
Eliminate low importance tasks
When (Demand > Availability)
Delay/Interrupt
Introduces complications or Late Start
Circumvent
Select methods that use different resources
20. Flow for Process Planning
PROCESS
ATTRIBUTES
DELIGHT
PERFORMANCE
BASIC
IMPORTANCE
SATISFACTION
CUSTOMER
RETENTION
CUSTOMER
LOYALTY
PROFITABILITY
21. Kano Model
Noriaki Kano
▪ Emeritus engineering professor in the department
of Management Science at the University of Tokyo
▪ 1984 article about product quality and customer
satisfaction
▪ Received the individual Demming Prize in 1997
▪ Not all service features or attributes are equally
important to customers, and identifying the ones
that increase satisfaction are critical for success.
22.
23.
24.
25. Kano Model
Delighters
Attractive
Excited Quality
Dissatisfier
Must Be
Expected Quality
Satisfier
One Dimensional
Desired Quality
Dissatisfaction
Satisfaction
Service
Performance
Service
Performance
Dissatisfier – Must be’s – Cost of Entry
Satisfier – More is better – Competitive
Delighter – Latent Need – Differentiator
26. Step I
2 questions
5 options
Step III
Assign
categories
Step II
Tabulate
responses
Step IV
Tally
categories
27. Step I
2 questions
5 options
Step III
Assign
categories
Step II
Tabulate
responses
Step IV
Tally
categories
POSITIVE
If you had a personal website
for attracting students to your
Franchisee, would it help you
feature your Centre better?
▪ I like it.
▪ It is a must.
▪ I do not care.
▪ I can live with it.
▪ I dislike it.
28. Step I
2 questions
5 options
Step III
Assign
categories
Step II
Tabulate
responses
Step IV
Tally
categories
NEGATIVE
If you do not have a personal
website for attracting
students, does it effect your
marketing ?
▪ I like it.
▪ It is a must.
▪ I do not care.
▪ I can live with it.
▪ I dislike it.
29. Step I
2 questions
5 options
Step III
Assign
categories
Step II
Tabulate
responses
Step IV
Tally
categories
NEGATIVE: How do you feel if the website is not present?
Like Must Do not Care Live with it Dislike
POSITIVE:
How do
you feel if
the
website is
present?
Like Q A A A O
Must R I I I M
Do not Care R I I I M
Live with it R I I I M
Dislike R R R R Q
Attractive
Indifference
Must-be
One Dimensional
Questionable
Reverse
30. Step I
2 questions
5 options
Step III
Assign
categories
Step II
Tabulate
responses
Step IV
Tally
categories
NEGATIVE: How do you feel if the website is not present?
Like Must Do not Care Live with it Dislike
POSITIVE:
How do
you feel if
the
website is
present?
Like Q A A A O
Must R I I I M
Do not Care R I I I M
Live with it R I I I M
Dislike R R R R Q
Attractive
Indifference
Must-be
One Dimensional
Questionable
Reverse