Achieving Class A Business Excellence: An Executive's Perspective

15

PROCESS DESIGN

If you always do what you’ve always done, you’ll always get what you’ve always gotten.

 

 

 

 

 

Roxanne spent a full day with the Planning and Control Milestone Team, but the first few hours were with Peter Bertrand to review the implementation plans, and listen to his thoughts about the team members. While Roxanne would form her own opinions, she wanted to know how Peter perceived the players’ capabilities. Peter informed Roxanne that Janice Hackworth had been appointed leader of the Master Supply Planning, Capacity Planning, and Materials Requirements Planning (MRP) team replacing Sandy Bar-Nestor. David spoke with Sandy after her disastrous kick-off meeting milestone template assessment review. She was still a team member, but the team was informed that David decided he couldn’t spare her for the team leader role. Peter knew privately that she had been confronted and coached to be more open to the possibilities presented by the Customer Service Initiative. Roxanne asked Peter to arrange 30-minutes with David at the conclusion of each of her visits. At 10:30 A.M., they walked to the team’s new conference room. Modifications weren’t yet complete, but it was theirs for the duration. David agreed to attend the team meeting for the first half hour.

Peter introduced Roxanne to the team members, although most had already met her. Since there were a few changes following the meeting in the Marriott Marquis, Peter asked the team leaders to introduce themselves and explain ...