OE21TM Module 3 Operations Excellence

Key Support Processes    

Module 3   Key Support Processes

Module 3 Operations Excellence (Operational Effectiveness)

WHO BENEFITS FROM MODULE 3 OPERATIONAL EFFECTIVENESS: Quality Managers, IT/MIS Managers, Safety and Emergency Managers, Risk Managers, and other managers who manage administrative and support operations. The Operations Focus Team (OFT) Chair Person is accountable for Operational Effectiveness results, including process efficiency, effectiveness, information systems, safety, emergency preparedness, and administrative management results.

WHAT YOUR OPERATIONS EXCELLENCE MANAGERS RECEIVE:

Module 3 provides the foundation for Operational Effectiveness of Support Processes, and includes these OE21 Standards:

6.1d INNOVATION AND RISK MANAGEMENT- Implementation of this OE21 Standard helps the organization to:

  • Evaluate strategic opportunities determined to be intelligent and worthwhile risks;

  • Allocate financial and other resources (e.g., people, material, equipment) to prioritize and pursue strategic opportunities;

  • Provide tools for collection and analysis of categorized ideas to support innovation projects;

  • Provide for risk identification and mitigation in support of changes to products, services, or programs; 

  • Provide additional tasks for Operations and Leadership Excellence Action Plans; and

  • Provide suggested metrics associated with innovation and risk management projects.

6.2a PROCESS EFFICIENCY AND EFFECTIVENESS - Implementation of this OE21 Standard helps the organization to:

 

  • Ensure that key processes for design, production/creation, delivery, and support have optimized cycle time and lowest cost without loss of customer satisfaction and product or service quality;

 

  • Ensure that products, services, and programs delivered to customers are free from defects that cause customer dissatisfaction and loss; and

 

  • Maintain efficient and effective process improvement methods for determining solutions to problems or issues, including defects, service errors, rework, and related quality indicators. 

6.2b MANAGEMENT OF INFORMATION SYSTEMS - Implementation of this OE21 Standard helps the organization to:

  • Ensure reliability and availability of information systems (hardware and software);

  • Ensure security of information systems and the data they house;

  • Protect information, intellectual property, and other and assets by limiting cyberattacks and events; and

  • Minimize impact on the organization from cyberattacks and events.

6.2c SAFETY AND EMERGENCY PREPAREDNESS - Implementation of this OE21 Standard helps the organization to:

 

  • Implement a good safety manual and accident prevention program;

  • Implement a business continuity program with preparations and recovery from disasters;

  • Implement a disaster/hazards risk analysis and plan to mitigate risks and recover rapidly; and

  • Protect the organization's workforce, facilities, equipment, vehicles, and intellectual property.

 

7.1 PRODUCT AND PROCESS RESULTS - Implementation of this OE21 Standard helps the organization:

  • Provide Trend Chart results for Baldrige 7.1 Product and Process Results

  • Support Organization Performance Reviews and Action Plans

  • Support continuous improvement toward excellence of Results

  • Ensure that the organization is focused on results

  • Aligns results targets (goals) with all organization needs

  • Facilitate Performance Reviews of Key Process Indicators (KPIs)

  • Facilitate Continuous Improvements throughout the organization

  • Improve decision making based on facts and trends

  • Create opportunities for Innovation to solve problems or improve performance in all areas of the organization

OE21 TOOLS: INSTRUCTIONS > IMPLEMENT > BOOST RESULTS

6.1d-OFT-S1 OE21 INNOVATOR_Problems (survey)
6.1d-OFT-A1 OE21 INNOVATOR_Problems Analysis(.xlsx)
6.1d-OFT-S2 OE21 INNOVATOR_Causes (survey)
6.1d-OFT-A2 OE21 INNOVATOR_Causes Analysis (.xlsx)
6.1d-OFT-S3 OE21 INNOVATOR_Five Whys (survey)
6.1d-OFT-A3 OE21 INNOVATOR_Five Whys Analysis (.xlsx)
6.1d-OFT-S4 OE21 INNOVATOR_Solutions (survey)
6.1d-OFT-S4 OE21 INNOVATOR_Solutions Analysis (.xlsx)

 

6.1d-OFT-S5 OE21 INNOVATOR_Opportunities (survey)
6.1d-OFT-A5 OE21 INNOVATOR_Opportunities Analysis (.xlsx)

 

6.1d-OFT-S6 Risk Manager (survey)
6.1d-OFT-A6 Risk Manager Analysis (.xlsx)

 

6.2a-OFT-S1 SM Team Charter (survey)
6.2a-OFT-S2 SM Data Log (survey)
6.2a-OFT-S3 SM story (survey)
6.2a-OFT-A Process Improvement Workbook (.xlsx)

 

6.2b-OFT-S1 Cybersecurity (survey)
6.2b-OFT-A1 Cybersecurity Analysis (.xlsx)
6.2b-OFT-D1 Cybersecurity Framework (.pdf)

 

6.2c.1-OFT-D1 Business Continuity Plan Guide (.pdf)
6.2c.2-OFT-D2 Business Continuity Plan (.pdf)
6.2c.3-OFT-D3 Business Impact Analysis Worksheet (.pdf)

 

6.0-OFT-P OFT Operations Excellence Strategy Plan (.xlsx)
 

6.0-OFT-M OFT Operations Excellence Results (.xlsx)

Figure 6-2 below presents an example Trend Chart for Operational Effectiveness Results. 

Figure 6-2 Example OE21 Trend Chart for Operational Effectiveness Results. 

MODULE 3 OBJECTIVES  

Objective 1 - 6.1d INNOVATION AND RISK MANAGEMENT  

  • Milestone 1 - Conduct Innovator Problems Survey

  • Milestone 2 - Conduct Innovator Problems Analysis  

Objective 2  -6.1d INNOVATION AND RISK MANAGEMENT 

  • Milestone 3 - Conduct Innovator Causes Survey  

  • Milestone 4 - Conduct Innovator Five Whys Survey 

  • Milestone 5 - Conduct Innovator Causes and Five Whys Analysis

Objective 3  - 6.1d INNOVATION AND RISK MANAGEMENT

  • Milestone 6 - Milestone 8 - Conduct Risk Manager Survey

Objective 4  - 6.1d INNOVATION AND RISK MANAGEMENT 

  • Milestone 7- Conduct Risk Manager Analysis

  • Milestone 8 - Conduct Innovator Solutions Survey

  • Milestone 9 - Conduct Innovator Solutions Analysis

Objective 5  - 6.2a PROCESS EFFICIENCY AND EFFECTIVENESS 

  • Milestone 1 - Team Charter

  • Milestone 2 - Current Process Chart and Analysis

  • Milestone 3 - Innovation (Problem, Causes, Whys, and Solutions)

   

Objective 6  - 6.2a PROCESS EFFICIENCY AND EFFECTIVENESS

  • Milestone 4 - Improved Process Chart 

  • Milestone 5 - Success Story

Objective 7  - 6.2b MANAGEMENT OF INFORMATION SYSTEMS  

  • Milestone 1- Process Chart for Security and Cybersecurity

  • Milestone 2- Framework for Improving Critical Infrastructure Cybersecurity

  • Milestone 3 - Cybersecurity Assessment Survey

Objective 8  - 6.2b MANAGEMENT OF INFORMATION SYSTEMS  

  • Milestone 4 - Cybersecurity Assessment Analysis

Objective 9  - 6.2c SAFETY AND EMERGENCY PREPAREDNESS  

  • Milestone 1 - Safety Manual Draft
    Milestone 2 - Safety Program Implementation Started
    Milestone 3 - Business Continuity Program Documented

Objective 10  - 6.2c SAFETY AND EMERGENCY PREPAREDNESS  

  • Milestone 4 - Disaster and Emergency Risk Assessment Conducted

  • Milestone 5 - Disaster and Emergency Risk Analysis

  • Milestone 6 - Operations Strategy Plan and Metrics Updated

When all the above objectives are completed, the OE21 Certification Coach conducts a final review of the Module 3 standards implementation and provides feedback to the focus teams. When all module requirements are met, the OE21 provider organization issues individual certification badges to each focus team participant who actively engaged in implementing this module.

 

Certification Badge: Management Analyst - Operations Support Processes (MA-OESP

 

END OF MODULE 3 - PROCEED TO MODULE 4
   

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