Wcp Presentation For All Clients...

The 12 Ladders To World Class Performance: how Your organisation can compete with the best in the world. Presented by Ramli Abu Hassan Managing Director of DPS In collaboration with Professor David Drennan Managing Director of GPM International (UK).

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The 12 Ladders To World Class Performance: how Your organisation can compete with the best in the world. Contents: 1.What is “World Class” ? 2.The 12 Ladders to World Class Performance 3.Explanation of each Ladder with all the 5 Levels of Performances. 4.What’s Next ?

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The 12 Ladders To World Class Performance: how Your organisation can compete with the best in the world.

1.What is “World Class” ? World Class means “being able to compete with the best in the world at what you do.” Definition:

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The 12 Ladders To World Class Performance: how Your organisation can compete with the best in the world.

1.Where to find “World Class Companies?eg. + Annual Fortune Global 500 Listing (Ranking in terms of market size and financial performance.) World Class Cos’:Walmart,General Electric,Intel,Microsoft,British Petroleum,Petronas,Toyota,

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Samsung,Sony and others.

The 12 Ladders To World Class Performance: how Your organisation can compete with the best in the world.

1.What customers see as truly world class ?

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Product quality Value for money Reliability Good service Innovation

World Class Companies are not marvellous at everything ! List of Performance Measures used by World Class Companies: Customers: +order to delivery time/waiting time; right first time; on time in full delivery etc.. customer complaints; phone response time; customer survey scores etc.. Employees:

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+sales per employee; profit per employee; staff turnover; employee survey scores etc..

World Class Companies are not marvellous at everything ! Continuation…. Financial Performance: +return on capital /assets; profit percentage on sales; share price;unit costs; investor returns etc.. Market performance: + market share; product innovation; sales growth etc.. Internal efficiency:

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Sales per square foot; profit per square foot, costs of quality; added value time vs process cycle time; overall machine efficiency etc..

The 12 Ladders to World Class Performance (WCP) Ladder No.1: Aligning Management Objectives Ladder No.2: Customer Focus Ladder No.3: Organizing the Workplace Ladder No.4: Visible Measurement Systems Ladder No.5: Managing for Quality 8

Ladder No.6: Eliminating Waste

The 12 Ladders to World Class Performance (WCP) Ladder No.7:Best Operating Practices and Continuous Improvement Ladder No.8: Teamwork Ladder No.9: Staff Empowerment and Involvement Ladder No.10: Rewards and Recoqnition Ladder No.11: Purposeful Communications 9

Ladder No.12: Continuous Learning

Ladder No.1: Aligning Management Objectives The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 1 (Ordinary Performance) +Managers give orders; workers only do as much as they have to. +Some people don’t know who their boss is. +Objectives are not written; the goalposts seem to keep moving.

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+Managers say: “We don’t need objectives,we know what to do.”

Ladder No.1: Aligning Management Objectives The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 5 (World Class) +Measurable objectives are agreed annually in every department +Teamwork and cooperation are expected at every level +People work to achieve the goals even under changing conditions

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+100 % of objectives are achieved or exceeded by year end.

Ladder No.2: Customer Focus

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The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 1 (Ordinary Performance) +Employees think sales and marketing look after customers. +Managers believe they are ‘professionals’and already know what customers want. +Many managers and staff don’t think thay have customers.

Ladder No.2: Customer Focus

The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 5 (World Class) +Regular surveys and focus groups keep company “in touch” +Visible service improvements made year on year. +Cycle time,order to delivery,reduced by 80% +Complaints under 0.5 % and at an all time low. +100% of orders delivered in full and on time.

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Ladder No.3:Organizing the Workplace The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 1 (Ordinary Performance) +Scrap items,litter and tools are left scattered around. +Walls,windows,floors and machines are dirty. +The yard,car park and outside areas are untidy. +Employees are sloppy dressed,desks and workstations are untidy.

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Ladder No.3:Organizing the Workplace The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 5 (World Class) +The workplace is habitually clean and well organised. +Work areas and the flow of operations is easy to see. +Storage sites and quantities are clearly marked. +Staff know automatically when to re-order. +Teams earn top scores even during surprise inspections.

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Ladder No.4: Visible Measurement Systems The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 1 (Ordinary Performance) +Only general company wide measures used. +Departments tend to keep performance measures to themselves. +Lack of hard data means much has to be done on “gut feel” +Some departments think their work is not measurable.

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Ladder No.4: Visible Measurement Systems The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 5 (World Class) +Company realises that measurement is the only way to sustain continuous improvement. +Senior management or visitors are able to tell from displayed data how any departments is performing at any time.

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Ladder No.5: Managing for Quality

The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 1 (Ordinary Performance) +People think that production is everything. +They think it is the operator’s job to make products and someone else’s job (the inspector’s) to catch mistakes. +Pay systems emphasise quantity rather than quality. +The primary drive is to “get stuff out of the door.”

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Ladder No.5: Managing for Quality

The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 5 (World Class) +The abnormality rate is tracked ie.deviations from normal rather than the defect rate. +The entire company has instilled mistake proofing devices. +The abnormality rate is down to 0.1% +Customer complaints are down to zero.

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Ladder No.6: Eliminating Waste

The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 1 (Ordinary Performance) +Managers think that being busy means they are productive. +Things are rushed,people turn up late at meetings,etc.. +When you talk to them about improving the systems they use,they say “We’re too busy working for all that!”

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Ladder No.6: Eliminating Waste

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The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 5 (World Class) +The actual work ration is at least 85% +The whole company is purposely organised to minimise waste. +Stock-holding of raw materials,in-process work,and finished goods-is the lowest in the industry. +Even new employees can follow procedures easily. +New processes are designed to maximise added value activity.

Ladder No.7: B.O.P.s’ and Continuous Improvement The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 1 (Ordinary Performance) +Staff don’t want to get involved in improvement activities. +They say things like:”why should we?”,”What’s in it for us?”,or “That’s management’s job.” +Suggestion boxes are little used or ignored.

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Ladder No.7: B.O.P.s’ and Continuous Improvement The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 5 (World Class) +Employees avearge more than four improvements ideas a month. +More than 85% of employee ideas are implemented. +Teams tackle more than four major projects a year. +Benchmarking visitors show company among “best in class.”

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Ladder No.8: Teamwork

The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 1 (Ordinary Performance) +People think of themselves as just doing a job,not in a team. +Cooperation between work groups is patchy,there is rivalry and points-scoring between teams. +Workers don’t act as a team with management-it’s difficult to make changes without suspicion or opposition.

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Ladder No.8: Teamwork

The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 5 (World Class) +Teams exist everywhere,and have become a way of life. +Self-directed teams are set up and working effectively. +The versatality in teams means they cope with changes well. +Teams celebrate achievements and expect success.

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Ladder No.9: Staff Empowerment and Involvement The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 1 (Ordinary Performance) +Employees don’t want any rsponsibility; they want managers to be responsible for everything. +Managers want employees just to do as they’re told. +Few,if any,team involvement meetings are held.

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Ladder No.9: Staff Empowerment and Involvement

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The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 5 (World Class) +Individuals agree self-set objectives and do selfappraisal. +Teams set and meet their own improvement objectives. +They both meet and beat their customers’ expectations. +Teams are involved in recruitment ,equipment purchase,area layout ,producing their own budgets ,etc..

Ladder No.10: Rewards and Recoqnition The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 1 (Ordinary Performance) +The company pays only as much as it has to get staff. +Pay systems are complicated and unpublished. +Overtime is frequent,often to cover ad hoc problems. +Anomalies exist and complaints frequently arise.

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Ladder No.10: Rewards and Recoqnition The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 5 (World Class) +Staff have a ‘no redundancy’ undertaking. +Above average pay attracts and retains the best staff. +Appraisals encourage continuous improvement and continuous learning. +Recoqnition system regularly encourages the behaviours the company wants to see.

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Ladder No.11: Purposeful Communications The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 1 (Ordinary Performance) +Work team meetings are patchy or non-existent. +The grapevine is strong; notice boards are poorly cared for. +There are constant complaints about poor communications. +People say,”Nobody tells us anything.”

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Ladder No.11: Purposeful Communications The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 5 (World Class) +Company uses a variety of communication channels well ie.meetings,notice boards,paper,computer and video. +Matrix calender of coomunications shows all communication channels and who does what,when. +Surveys show steadily improving communications scores.

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Ladder No.12: Continuous Learning

The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 1 (Ordinary Performance) +Employees are not enthusiastic about learning new skills. +There is minimal induction training,little off-the-job training. +Experts are generally opposed to sharing their skills with others feeling their jobs would thereby be threatened.

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Ladder No.12: Continuous Learning

The 5 Levels of WCP (Level 5 is World Class and Level 1 is Ordinary Performance Eg. Level 5 (World Class) +The company realises that continuous skills training turns their people into a competitive ( and their only) appreciating asset. +Minimum of five days off-the-job training for everyone every year. +Larger companies operate an in-house University. +Continuous learning has become a way of life.

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What’s Next for Your Journey Towards World Class ? DPS Proposal to YOU: +Attend a 2 day training/workshop session to understand the “12 Ladders to World Class Performance.”Top Management and all levels of management are recommended to attend this training. +Conduct a “Mini Audit” using the World Class Score Card to know “Where We Are Now” (Your Company / Organisation)

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What’s Next for Your Journey Towards World Class ? DPS Proposal to YOU: + Do and Act on your Action Plan (Team Objectives Meeting or TOM’s Approach) to take your organisation / company to move to your next level of performance that have the most value to you and your customers.

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+Continue your efforts towards becoming a World Class organisation / company no matter how long it takes and maintain it all the time,no matter what it costs(investments) or challenges that come ahead.

We at DPS can be contacted as follows: Name of Company: Diversified Promotion & Service Sdn.Bhd. Contact Person: Ramli Abu Hassan-Managing Director Mobile: + 6-019-2537165 Tel:+603-55412936 E-mail: [email protected] [email protected] Websites: uk.groups.yahoo.com/group/dpsworldclass www.linkedin.com/in/ramlipromoter www.youtube.com/pramleeelvis

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Postal address: 19 Jalan 18/40,40200 Shah Alam Selangor Darul Ehsan ,Malaysia.

THE END.

THANK YOU FOR YOUR ATTENTION. WASSALAM.

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