Phoenix Research Topics; 2011-2012

Balancing Voice of the Customer Metrics
Creating metrics that appropriately capture Voice of the Customer is a significant challenge. Explore best practices for setting metrics that help identify the balance between what customers say they want and what they are willing to pay for.

Managing Non-transactional Processes
Explore how to conduct process design in a highly skilled knowledge-worker environment. What are the best practices for applying redesign principles to a non-transactional process that drives operational excellence?

Models for Process Initiatives
What are the alternate structures or models for leading and managing business process initiatives? What are the choices that need to be made in building a process center of excellence?

The Phoenix Consortium Meets at the Historic Del Coronado in San Diego

Members gathered for our February, 2011 Phoenix Work Session at the historic Hotel Del Coronado on the island of Coronado, just outside San Diego, California. We had a full house—including representatives from three of our newest Phoenix member companies: Barrick Gold, Cerveceria Nacional Dominicana, and SMART Technologies. We also officially welcomed new member BC Hydro and the return of long-time veteran member Tetra Pak.

As always, we heard updates from the teams pursuing our three current research topics:

Exploration and definition of the role of a functional manager as contrasted/compared with that of a process owner

A study as to how organizations select and prioritize initiatives to which to devote resources

The creation of a high-level Process and Enterprise Maturity Model (PEMM™): a one-page version specifically for executives and others unfamiliar with process jargon

The program was enhanced by two terrific guest speakers: Grant Opperman, President and Chief Strategy Officer of D.W. Morgan (who was featured in our newest book: Faster, Cheaper, Better), spoke on the “Power of the Perfect Order”; and Chris Gopal, co-author of Supercharging Supply Chains: Creating Shareholder Value through Operations Excellence gave a presentation on addressing CEO and board concerns as they relate to process.

On the first morning of the two-day work session, our opening presentation was by former CSAA Phoenix representative Bill McDaniel, who has been working with Hammer and Company over the past year to develop an online PEMM™ — designed to bring this ground breaking assessment tool to an ever broader audience, supplying immediate benchmarking results. Look for more on this great new resource in the coming months.

The members also spent time brainstorming on several terrific new research topics to be launched at our next scheduled Work Session on June 1-2 at the Conrad Indianapolis. We will be putting together new research teams, so be sure to be there!

Phoenix Work Session held in Amelia Island, Florida

This October 13 and 14, the Phoenix Consortium members gathered at the Ritz Carlton on Amelia Island, Florida, the southernmost of the Georgia Sea Chain Islands, to report on their current process research projects and also to benchmark and “brainstorm” on new research methodology to further the store of Phoenix knowledge.

One of the highlights of the session was the launch of the new Hammer and Company technology—having all the team presentations and session materials preloaded onto iPads for use during the session, instead of the usual cumbersome paper binders. All the attendees got quickly up-to-speed with this innovation and were particularly grateful when the time came to pack up their bags at the end of the event.

This session was particularly content-rich with workshops, special presentations, and also progress reports from each of the three, current research teams:

• Exploration and definition of the role of a functional manager as contrasted/compared with that of a process owner
• A study as to how organizations select and prioritize initiatives to which to devote resources
• The creation of a high-level Process and Enterprise Maturity Model (PEMM™): a one-page version specifically for executives and others unfamiliar with process jargon

Nathalie Lemay and Daniel Boudria, attendees from Phoenix member Service Canada, gave a terrific presentation detailing Service Canada’s latest findings on the critical role played by front-line personnel in enhancing Customer Service for the Service Canada clients.

On the second day of the session, we were fortunate to have as our guest Mr. Jack Kilgore, President of the Consumer Division of Rich Products Corporation, another current Phoenix member. The Consumer Division of Rich Products is based in nearby St. Simons Island, Georgia—making it easy for Jack and some members of his team to attend the session as special guests. Jack gave an insightful talk on the executive’s role in developing and supporting the transition to a process-centered organization.

The October weather was beautiful—members were able to enjoy alfresco meals during the session, while their family members enjoyed the beach, pool, and excursions to the nearby historic village of San Fernandina Beach. Our gala dinner reception was held by moonlight on the hotel lawn overlooking the ocean—to the sounds of breaking waves and a really great guitarist. Everyone agreed it was one of the best evenings ever!