Business Process Improvement - BPI Consulting

Business Process Improvement
(Lean/Six Sigma)

We help clients establish high-performing processes that grow with the company.

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Process Excellence Capability Assessment

Achieving process excellence is not easy and not a singular event. It’s a journey. It may take months or even years, depending on your current level of process focus and process maturity.

Do you know where you stand? Find out.

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Business Process Improvement Service Overview

Our approach to Business Process Improvement delivers business value by creating a sustainable framework for improvement while establishing momentum for process excellence across the enterprise.

While often associated exclusively with Six Sigma, Centric leverages DMAIC (Define, Measure, Analyze, Improve, Control) as the underlying business process improvement methodology. DMAIC is a proven, data-driven methodology. It can be scaled according to the scope and depth of your process improvement program.

DMAIC Methodology

Lean Overview

Lean is fundamentally about increasing customer value in an organization with proper respect for people, and is a philosophy for managing a business. It is more than just a collection of tools, techniques and projects. Lean thinking should become what you do and not just something else you do.

BPI - LEAN Process

Six Sigma Overview

Six Sigma seeks to improve the quality output of a process. This methodology focuses on identifying and removing the causes of defects (errors) and minimizing variability in processes to drive improvement.

Six Sigma drives improvements by managing variation and reducing defects within a processes. All processes can be defined, measured, analyzed, improved and controlled to drive repeatable and predictable performance.

Six Sigma involves developing a group people within the organization who are experts in quality management methods utilizing empirical, statistical techniques.

 

Each Six Sigma project follows a defined sequence of steps and has expertized value targets including:

  • Reduce process cycle time
  • Increase customer satisfaction
  • Reduce pollution, reduce costs
  • Increase profits

A Six Sigma process is one in which 99.99966% of all opportunities to produce are statistically expected to be free of defects.

Business Process Improvement Disciplines

While each discipline (Lean, Six Sigma, Rapid Improvement) can stand alone, they can also work well together. Along with DMAIC, we’ll employ the BPI discipline or a combination of disciplines that will work best for you.

BPI - Lean

Lean

Definition

A customer-centric methodology used to continuously improve processes through the elimination of waste.

Philosophy

Maximize customer value while minimizing waste and non-value added activities

 

BPI Six Sigma

Six Sigma

Definition

Drive improvements by managing variation and reducing defects within a process.

Philosophy

All processes can be defined, measured, analyzed, improved and controlled to drive repeatable and predictable performance.

BPI - Rapid Improvement Just-Do-It

Rapid Improvement

Definition

Streamlined rapid improvement framework such as Kaisen or Just-Do-It designed to be action oriented and address readily apparent issues.

Philosophy

Simple tactical focus to fix known problems with obvious quick fixes that are easy to implement.

six-sigma-full-width

Rapid Improvement Overview

Rapid Improvement is a technique to quickly implement solutions when the problem is clearly defined and solutions are known.

Streamlined rapid improvement frameworks such as Kaizen or Just-Do-It are designed to be action-oriented and address readily apparent issues. They apply a simple tactical focus: to fix known problems with obvious quick fixes that are easy to implement and carry minimal risk.

Not all challenges require the rigor of the DMAIC methodology. Rapid improvement techniques such as Kaizen and Just-Do-It are tactical approaches that quickly deliver value.

Want to improve your processes and align them with your business strategy? Together we can get you there.

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2016

Service Overview

Business processes are fundamental to every company’s performance and ability to successfully execute on business strategy. Technology can help, the right people are important and proper supporting structures are necessary. However, processes are the key mechanism by which businesses deliver value to the marketplace. But how do companies establish high-performing processes? The key is understanding the current maturity and performance of a process, identifying the level of performance required and establishing a path for achieving the desired maturity and performance.

BPI_Process-Maturity-Curve - Centric Consulting

Assessing the maturity of a process requires a multi-dimensional perspective, which involves breaking down the key elements of high-performance process and asking questions such as:

  • Are desired outcomes clearly defined, understood and aligned with company objectives
  • Does the process have clear ownership and performance accountability?
  • Is the process streamlined, optimized, consistent and standard?
  • Is effectiveness measured with enabling technologies in place to achieve excellence

Process Excellence - Image - Centric Consulting

Business Performance Improvement (BPI) is a means to answering these questions, evolving processes along the maturity curve and migrating a client’s business towards a process-focused organization.

Our approach to BPI is value based, enabling our clients to maximize benefits by assessing, identifying and targeting processes core to value delivery, organizational priorities and strategic imperatives. We carefully consider current process maturity and desired future needs in order to apply the right level of investment for the benefit received. Our approach to BPI is also unique in that we deploy a parallel approach of benefit delivery via focused improvement efforts coupled with building internal process improvement capabilities.

The people we bring to bear on any BPI initiative are experienced with various improvement techniques including DMAIC, Six Sigma, and Lean principles. Many of our leaders come from large consulting companies where they began focusing on process improvement early in their careers and are well versed in bringing consulting services and technology solutions together to deliver process improvements.

Service Capabilities

Centric’s Business Process Improvement offering includes the following services:

  • Process Definition and Documentation
  • Process Assessment and Value Targeting
  • Lean / Six Sigma Process Improvement
  • Process Improvement Enablement

Process Definition & Documentation

Within many organizations, there is a basic lack of understanding regarding current processes beyond those directly performing the work. As people come and go, herculean efforts are often needed to get work done and can pose significant risks to business operations. Understanding how end-to-end processes work, the inter-relationships between them and how they contribute value to producing products or delivering services is fundamental to process improvement and operational effectiveness.

Centric works with our clients to define a process hierarchy, developing an inventory of processes and sub-processes within the organization and showing how various processes interrelate. Essentially, this hierarchy can be thought of as a skeletal roadmap for defining how work is done end-to-end. Centric then works with our clients to document core processes utilizing our proven documentation methodology and toolsets. Fully documented core processes provide clients with a clear understanding of the step-by-step tasks in a process, supporting applications, resources, control points, pain points and improvement opportunities. It also provides an overall understanding of how each part of the business or function contributes to the delivery of products and/or services.

Process Assessment and Value Targeting

Although process improvement can typically drive value in all parts of the business, it is important to focus initial efforts on areas that provide the largest performance impact (e.g., cost, quality, service). This helps drive early financial benefits as well as builds momentum for change.

Centric has developed a comprehensive approach to methodically and logically assess, prioritize and target process improvements based upon overall value, organization priorities and strategic imperatives. Centric’s approach starts with understanding the “voice of the customer” around performance expectations, needs and perceived issues. We then leverage both qualitative and quantitative analytics to determine how well processes are working against performance expectations and identify issues and opportunities. Process Improvement opportunities are then quantified and prioritized based on benefit potential and level of effort to address.

Lean / Six Sigma Process Improvement

Frequently, organizations treat the symptoms of a process performance issue without truly understanding the root cause or impact of the issue. Dissecting and truly understanding the root cause for process performance is critical to effective process improvement.

Many proven techniques exist for process improvement including Lean, Six Sigma, TQM, etc. Centric’s point of view is that no single approach works in all situations. Centric’s skilled practitioners leverage the best tools and analytics from various disciplines as required based on what is most appropriate within a client’s environment. We combine these tools with industry- and process-related knowledge to identify and implement value-added improvement opportunities.

Process Improvement Enablement

It is not enough for organizations to treat process improvement as one-time or periodic events. A sustaining focus on process management and continuous improvement is the key. For organizations looking to adopt a process focus of the business, establishing and growing it from within can be a huge challenge. Even trying to hire in such a capability can be a daunting task when the expertise doesn’t already exist. The process mindset is not something that just happens. Nor can it be purchased or hired. It is something that has to be formally cultivated and harvested over time.

Centric has the methods, tools, and experience to successfully help our clients establish a core capability around process improvement, management and continuous improvement. To do this, Centric often works with clients to develop a process ‘Center of Excellence’ (COE). The purpose of the COE is to enable process improvement from within the organization via education and training, standardized toolsets and methodologies, recruiting and developing resources, implementing enabling technologies such as BPM and Business Process Monitoring / Measurement and organizing, prioritizing and governing process improvement projects via a PMO function.