Defining Value and Performance.
A shared undersanding of how the output of an organization will be valued by its customers is necessary before any discussion of breakthrough performance improvement can begin. Tools like Customer Value Mapping help to visualize what really matters, what doesn't matter, and what is marginally valuable and to create consensus that the entire team must work together to achieve enterprise success. Linking budget, human resources, assets, and other resources to outcomes also helps to identify the relative strategic importance of legacy and evolving business components and technologies.
Linking Outcomes to Process.
The organizational structure of an organization is useful for command and control - everyone needs a homeroom. A process-centric view, or Enterprise Process Model, directly tied to outputs and outcomes is often more helpful when identifying performance drivers and detractors. Applying the principals of LEAN Six Sigma and other process analysis and improvement techniques at the enterprise level helps identify organizational trade offs and resource sinks. An idealized process structure, organizational structure,and performance model can be developed to represent a new operating model,
Changes in strategy and operations can only produce results if they are properly implemented and supported by incentives and tools to ensure sustainability. Stokes Evans will work elbow to elbow with clients to "teach by doing" and gradually shift the responsibility for change to all client personnel. Demonstrating the effectiveness of changes and empowering workers to take ownership of continuous improvement is a powerful approach to augment traditional communication-centered change management. We also wokr with leaders to develop compelling infographics, videos, written guides, and speeches to engage all stakeholders.
Of course, all of this change effort is wasted if results do not improve significantly. Defining measures and metrics, incorporating measurement and analysis into daily activities, and creating a culture where results matter and people are rewaded for improving results are all important elements to achieving breakthroughs.