Looking for thoughtful solutions to optimize performance efficiencies, integrate processes, systems, and technologies? Our modus operandi to Business Process Management (BPM) aims to create unified, streamlined, and scalable processes, where people and operations can live in harmony.
Doing more with less isn’t always easy. We’re here to help. We aim to align your business processes with your strategic organizational goals, so that every activity yields optimal performance. We partner with you to objectively assess your current processes, to identify and prioritize gaps and opportunities to improve efficiencies. From our findings, we work with you to design a sustainable target-state roadmap, implement solutions, and monitor, analyze, and report improvements over time.
The Concept Key BPM method is how we engage with your organization to improve operations and processes. Our unique approach puts people before process, productivity before politics, purpose before jargon, and sustained growth before accelerated growth.
“Do things right the first time, every time.”
Evolving from the manufacturing quality assurance methods developed in World War 1, Total Quality Management (TQM) is a continuous improvement methodology that measures long-term success through the lens of customer satisfaction. In TQM, all members of an organizations participate in improving products, services, and processes. Slightly different than Six Sigma, TQM focusses on ensuring process standards and guidelines reduce errors, whereas Six Sigma focusses on reducing defects.
We use the following 8 principles of TQM to help your organization prosper:
TQM efforts (training employees, streamlining processes, upgrading technologies) are geared towards helping improve the customer experience. Consumer behavior is the ultimate judge of the effectiveness of TQM efforts.
2. Total Organizational Commitment
All members of the organization should be empowered to pro-actively identify and address quality related problems.
3. Process Centered Thinking
TQM emphasizes the use of methodologies and tools, required to carry out processes, to be granularly defined, and for performance measurements to be continuously monitored
4. Integrated System
An integrated system is one where there is harmony in the vision, mission, guiding principles, quality policies, critical processes, objectives, milestones, and culture in an organization. Well designed integrated systems that are adopted throughout the organization aim to continually improve upon the expectations set by customers, employees, and other stakeholders.
5. Strategic and Systematic Approach
A quality plan should be a core component of a strategic management plan, so that an organization’s vision, mission, and goals are met.
6. Continuous Improvement
Adopting an always-improving mindset, drives an organization to find new ways to be more effective in meeting stakeholder expectations and in turn be more competitive in the marketplace.
7. Fact-Based Decision Making
For improving the accuracy of decision-making and forecasting, TQM advises an organization to gather and analyze performance data on a continuous basis to measure quality metrics.
8. Effective Communication
Organizations should develop comprehensive communication plans that increase employee involvement in TQM efforts as well as boost morale.
Check Sheet – a check list form that facilitates inspection of quality for recurring data
Pareto Chart – a chart that helps identify which problems fall into which categories, under the belief that 80 percent of problems are related to 20 percent of causes
Ishikawa Fishbone Diagram – a diagram to visualize all the known causes and effects of a problem, in an effort to find the root cause
Control Chart – a chart which shows how results and processes change over time
Histogram Bar Chart – a bar chart that shows the frequency of a problem’s cause, and how and where results cluster
Scatter Diagram – a diagram that plots data on x and y axes to see how both variables affect change
Flow Chart – a chart that represents how different steps join in a process or workflow
Lean Six Sigma is a synergistic methodology that aims to improve performance by reducing waste and process variation. Lean methodology works to reveal areas of process waste/variation and Six Sigma aims to reduce that waste/variation. This, in turn, drives continuous virtuous cycles of iterative improvement towards specific goals. We help adapt principles of Lean Six Sigma to your organization, so you can minimize costs, maximize profits, and ultimately improve the customer experience.
The 5 DMAIC phases refer to a continuous improvement cycle used for optimizing and standardizing business processes.
1. Define – Define and clearly articulate the process, the problem, and intended process outputs
2. Measure – Quantify the problem; Collect data, evaluate current performance, and set performance metric baseline(s)
3. Analyze – Identify, investigate and priories root causes of the problem
4. Improve – Implement process improvements that solve the problem; Test and verify solutions
5. Control – Monitor and sustain the solution/results; Update control and quality management plans and decide on further improvements
Developed by engineers at Toyota, Kanban (meaning signboard in Japanese) is an inventory-control system aimed to improve supply chain efficiency and management. Kanban techniques help organizations respond quickly to customer demand, reduce unnecessary inventory, improve workflows, prevent overproduction, and ultimately save on production costs.
1. Visualize the Workflow
Break down work into smaller parts and use a (signboard) visual to display work hierarchy. This visual helps bring to light any bottlenecks or blockers that hinder efficiency, resulting in improved transparency throughout the entire workflow
2. Limit Work in Progress
To avoid overcapacity problems, Kanban suggests to assign limits to how many tasks can run in each workflow phase
3. Measure Lead Time (Cycle Time)
Track the time it takes to complete one deliverable; aim to improve the process so that the lead or cycle time is consistent and as short as possible.
Developed in Japan and part of Kazien philosophy, the 5S technique enables continuous improvements initiatives that lead to less waste, improved quality, and faster flow (lead) times.
Sort (Seiri) – Sort through contents of the workplace and remove unnecessary items
Systematize (Seiton) – Arranging needed items in place and ensure they can be easily accessed
Sweep (Seiso) – Clean the workplace frequently and using this cleaning as a technique to inspecting defects and inefficiencies
Standardize (Seiketsu) – Develop governance frameworks, guidelines, and controls for converting the first three S’s (Sort, Systematize, Sweep) into business as usual
Self-Discipline (Shitsuke) – Hold 5S discipline training for the organization to maintain 5S standards
The Plan-Do-Check-Act (PDCA) method is a framework, popularized by William E. Deming, who some believe to be the “father” of modern quality control. Designed for continuously improving the quality of processes, products, and services, organizations use the PDCA model for problem solving, continuous improvement and for managing transformation. We partner with you to take your organization through these cycles until an optimal solution is reached.
The TRIZ method emphasizes the use of logic and data to find patterns of problems and solutions, advising against the use of intuition and emotion. Coined by USSR engineer and inventor, Genrich Altshuller (and colleagues), TRIZ was created to identify and codify universal principles to make the process of creativity more effective and predictable. More than 3 million patents have been analyzed and codified using TRIZ, finding patterns that predict ground-breaking solutions to problems. The application of TRIZ for organizations is in discovering and analyzing repeating patterns of problems and solutions, and then aligning those patterns with the evolution of technology. We help your organization harness its diverse minds to systematically think and adapt universal principles to solve problems.
Over the course of 60 years of research, the primary findings of TRIZ have been:
1. Problems and solutions are repeated across industries and sciences. The classification of the contradictions in each problem predicts the creative solutions to that problem.
2. Patterns of technical evolution are repeated across industries and sciences.
3. Creative innovations use scientific effects outside the field where they were developed.
TRIZ is an empirically-based algorithm, supplementing the emotional-based innovation methods such as:
Brainstorming – Generating ideas to solve a problem by holding group discussions
Synectics © – Joining together different and apparently irrelevant elements
Lateral Thinking – Understanding the “movement value” of statements and ideas
Neurolinguistic Programming – Examining behavioral patterns of experience through connections between neurological processes and language
Mind Mapping – Organizing random ideas into visual concepts, flows, or hierarchies
TRIZ uses the Ideality formula for understanding which variables contribute to the Ideal Final Result (IFR), the intended outcome of problem solving.
TRIZ aims to improve the Ideality metric by increasing the numerator value (useful functions and benefits) and decreasing the denominator value (harmful functions and costs).
100 surveyed business managers, BPM consultants, BPM practitioners, and business analysts said THE biggest driver is the:
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