Process Management and Improvement 

Challenge 

Are customer service levels down, complaint levels up and costs rising?  Is your competition doing a better job or taking away market share?  Do you never seem to have sufficient resources to get the job done? 

Many organizations recognize that processes are the means for accomplishing a particular mission or objective, but often have not assigned process responsibilities.  Process management is not an intuitive event.  Performance must be carefully measured and analyzed, realistic improvement objectives established, and a systematic approach employed if improvements are to become a reality. Most importantly, a means to monitor ongoing performance is needed to sustain the gains.   

Solution 

DeBaylo Associates’ Process Management and Improvement methodology is a structured approach for designing, measuring, improving and controlling core business and critical support processes. 

Approach 

We can help take your organization from an initial definition and inventory of its core business and key enabling processes, through the process design, measurement and improvements needed to increase your organization’s competitiveness.  We will also help you develop the requisite measurements and management control systems to ensure sustainability of your business improvement.  

Our Process Improvement methodology can be applied to any process – manufacturing, service or transactional – in any industry.  It is less complex than our Six Sigma methodology and works well for organizations just beginning their improvement journey.  Our approach begins by Defining the problem, Measuring current performance, Analyzing root causes, developing and implementing Improvements, and finally Controlling performance so that the problem stays fixed.  

While many of the tools associated with our Six Sigma offering can be used, our Process Improvement methodology focuses more on process analysis techniques vs. statistical analysis techniques.  These tools include process mapping, process and voice of the customer measurement, cycle time analysis, non-value-added analysis, group problem-solving skills, and other related tools.   

We can assist you by working collaboratively with improvement teams to effect positive change, or we can train your internal process improvement teams in the methodology so your organization can become self-sufficient.  Together, we will choose the approach that works best for your organization.  

Results 

Our projects have resulted in considerable efficiencies, cost savings and improvements achieved through reducing process complexity, eliminating waste and non-value-adding activities, and basic problem solving.  Typical breakthrough improvements include:  

p      Reduction in cycle times by 75% or more

p      Elimination of errors and other costs of poor quality – 15% to 30% of sales

p      Increased customer satisfaction and loyalty – dramatic top line growth.  

With DeBaylo Associates’ assistance we have come to better understand the need to integrate and align numerous activities that in the past were not connected. DeBaylo Associates has been a great help to us in our journey to become  world-class.                                 ”Geri Joy - Manager, Quality Process Management, Allstate Direct Response