case study in bpm dashboards
DESCRIPTION
Presented at the PMI-PPRC Productivity Symposium, Feb 28, 2009TRANSCRIPT
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BE CAREFUL WHAT YOU MEASURE –
YOU MIGHT GET IT
A Case Study in Dashboards and Performance Measurement
Jerome R. Nowosatko, MBA, PMPNOVUS Professional Services, Inc.
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BE CAREFUL WHAT YOU MEASURE –
YOU MIGHT GET IT
A Case Study in Dashboards and Performance Measurement
Jerome R. Nowosatko, MBA, PMPNOVUS Professional Services, Inc.
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MY BACKGROUND Management and IT Consultant MBA, International Business and Finance MS, Software Engineering Clients in Mining and
Telecommunications
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THE CLIENT Newmont Mining Corporation
Second-largest gold mining company in the world
International mining sites: US Mexico Canada
Peru Indonesia Ghana
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THE PROGRAM Major process re-engineering program
Improve integration between Maintenance and Supply Chain functions
Reduce costs associated with producing gold Cross-functional team with subject matter
experts from both departments
Need to measure compliance with new processes and achievement of targets Proper maintenance planning Required Lead Times On-Time Delivery Schedule Compliance
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BUILDING THE DASHBOARD Deciding what to measure
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BUILDING THE DASHBOARD Deciding what to measure
Planned Work Orders (PWO) Percentage of work orders:
Created for maintenance Planned (not reactive)
Future dated Estimated duration and resources Elapsed time between creation and closure
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BUILDING THE DASHBOARD Deciding what to measure
Required Lead Time (RLT) Percentage of requisitions
Associated with planned work ordersFor which the minimum required lead time was
provided Measured from requisition creation to the planned
maintenance date
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BUILDING THE DASHBOARD Deciding what to measure
On Time Receipt Percentage of requisition line items
Associated with planned work ordersFor which the minimum required lead time was
providedWhich had all parts delivered by the planned
maintenance date
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BUILDING THE DASHBOARD Deciding what to measure
Schedule Compliance Percentage of work orders
Completed within the week originally scheduled
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BUILDING THE DASHBOARD Deciding what to measure
Top-level aggregate metric Single score to provide overview Calculated from individual scores Scaled to individual targets
The One Nevada Effectiveness (ONE) Metric
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BUILDING THE DASHBOARD Gaining consensus
Team discussions & workshopsManagement reviewsStatewide communication sessions
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BUILDING THE DASHBOARD Gathering data
Existing reportsDirect queries to the databaseReconciliation challenges
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BUILDING THE DASHBOARD Rapid iterations
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BUILDING THE DASHBOARD Educating users
User guideQuick reference cardCommunication sessions
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PWO
R L T
OTR
SC
Work Orders
EDUCATION Pipes & Tanks
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RLT
OTR
SC
Work Orders
PWOPWO
EDUCATION Pipes & Tanks
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PWO
RLT
OTR
SC
Work Orders
PWO
EDUCATION Pipes & Tanks
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RLT
SC
Work Orders
PWO
OTROTR
PWO
EDUCATION Pipes & Tanks
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PWO
RLT
OTR
SC
80.0% 90.0% 90.0% 90.0%
80%Targets:
Dashboard Scores:
90% 90% 90%
÷ ÷ ÷ ÷
100%
100%
100%
100%
x x x
= The ONE Score – 100%
PWO
RLT
OTR
SC
EDUCATION Pipes & Tanks
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THE RESULTS Five stages:
DenialAngerBargainingDepressionAcceptance
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THE RESULTS Unintended consequences
GamingSystem vs business complianceEx post facto compliance
Intended consequences Improved maintenance planning Improved requisitioning Improved procurement Improved maintenance and supply chain
effectiveness
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LESSONS LEARNED Careful definition of metrics
Executive support
Consistent and frequent education
Reinforcement and continuous improvement
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QUESTIONS
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NOVUSProfessional
ServicesInc.
Jerome R. Nowosatko, MBA, PMP
Copyright 2009, NOVUS Professional Services, Inc.