【正文】 irements ? Assess Baseline Metrics ? Select Team Members ? Establish Project Management Roadmap Business Case Goal Statement Project Plan Opportunity Statement Project Scope Team Selection Team Charter TASKS ACTIVITIES RESP. START DUE STATUS ACTIONS TASKS ACTIVITIES RESP. START DUE STATUS ACTIONS Action Plan Sigma Goal (CCR) Gap Project Focus $$ CCRs Define: Identify Business Opportunities ? Sigma Savings and Loan’s rapid growth strategy has caused an unacceptable gap between performance and the customers’ expectations ? Marketing studies across branches in the twelve countries revealed some mon issues: – Cycle time for loans and leases is a key petitive issue in all markets – Customer Satisfaction surveys indicate a high level of customer dissatisfaction, with loan/lease applicants defecting from the process before pletion – Applicants defecting from the process are costing the pany $165,000 in unfunded processing costs as well as $2,500,000 in lost revenue per annum Sigma Savings and Loan Define Opportunities Define Opportunities Measure Performance Analyze Opportunity Improve Performance Control Performance Objectives Main Activities Potential Tools and Techniques Key Deliverables ? Identify improvement opportunity ? Develop business processes ? Define Customers and Stakeholders ? Define critical customer requirements ? Prepare project team ?Defined Opportunities and Measurable Goals ?Critical Customer Requirements (CCR) ?Team Charter ?Action Plan ?Process Maps ? Scorecard Assessment ? Personal Commitment Alignment ? Process Mapping ? Translate Critical Customer Requirements ? Assess Baseline Metrics ? Select Team Members ? Establish Project Management Roadmap Business Case Goal Statement Project Plan Opportunity Statement Project Scope Team Selection Team Charter TASKS ACTIVITIES RESP. START DUE STATUS ACTIONS TASKS ACTIVITIES RESP. START DUE STATUS ACTIONS Action Plan Sigma Goal (CCR) Gap Project Focus $$ CCRs Define: Define Critical Customer Requirement ? Sigma Savings and Loan’s management studied their markets and have determined that cycle time for loans and leases is a key petitive issue in all markets ? The critical customer requirement for loan cycle time is 8 days worldwide –The Global Finance’s current loan/lease approval process takes an average of days ? Marketing Research found that the petition is meeting the customers’ requirement of 8 days ?Critical Customer Requirement (CCR): Reduce average cycle time to below 8 days ?The following illustrates this GAP... Sigma Savings and Loan Month Average Cycle Time (in days) 7 8 9 10 11 1 2 3 4 5 6 Customer Requirement x x x x x x Current Performance Avg. = days Loan/Lease Cycle Time Performance GAP Define: Define Critical Customer Requirement Sigma Savings and Loan Define Opportunities Define Opportunities Measure Performance Analyze Opportunity Improve Performance Control Performance Objectives Main Activities Potential Tools and Techniques Key Deliverables ? Identify improvement opportunity ? Develop business processes ? Define Customers and Stakeholders ? Define critical customer requirements ? Prepare project team ?Defined Opportunities and Measurable Goals ?Critical Customer Requirements (CCR) ?Team Charter ?Action Plan ?Process Maps ? Scorecard Assessment ? Personal Commitment Alignment ? Process Mapping ? Translate Critical Customer Requirements ? Assess Baseline Metrics ? Select Team Members ? Establish Project Management Roadmap Business Case Goal Statement Project Plan Opportunity Statement Project Scope Team Selection Team Charter TASKS ACTIVITIES RESP. START DUE STATUS ACTIONS TASKS ACTIVITIES RESP. START DUE STATUS ACTIONS Action Plan Sigma Goal (CCR) Gap Project Focus $$ CCRs Core Business Process: Loan/Lease Process Key SubProcesses: Application Process Review Process Approval Process Notification Process Create a Functional Process Map for the Core Process and each Key SubProcess Define: Define and Map the Process Sigma Savings and Loan Define: Define and Map the Process ? A Functional Deployment Process Map displays the steps depicted in a process in sequential order ? The functional deployment process map also illustrates where each step is performed and who is involved –See example that follows ... Sigma Savings and Loan Customer calls Customer Service Contacts Lead Interview Customer Collect Information Go to Lease Process Forward Loan Application to Loan Dept. Customer Service Perform Credit Check Loan Approved ? Send Rejection Letter Receives Notification A1 A2 A3 D1 N Y D2 Y A4 A5 N Y N Y O1 D3 A6 D4 A8 A7 N Gather Information Assign Sales Rep. Is it a loan ? Information plete ? Credit Approved ? Send Letter to Customer P1 P2 Completes Loan Application Application Process Review Process Approval Process Notification Process Process Map of Loan Process for Sigma Savings and Loan Define Opportunities Define Opportunities Measure Performance Analyze Opportunity Improve Performance Control Performance Objectives Main Activities Potential Tools and Techniques Key Deliverables ? Identify improvement opportunity ? Develop business processes ? Define Customers and Stakeholders ? Define critical customer requirements ? Prepa