Process Improvement and Redesign for Public Pension Systems Program Outline

Five Half-Day Modules Delivered Live, Online

Module 1: Identifying Impactful Improvement Opportunities

Objective – Provide tools and techniques that allow you to:

• Identify and prioritize any existing stakeholder performance gaps.
• Determine if these gaps stem from poor inputs or flawed process design.
• Launch process improvement efforts with a focus on the root cause.

Agenda:

1. The Big Picture: Systems Thinking
   • Identifying the origin of the fuel that is causing your operational “fires”
   • Core vs. Support processes and their critical interdependences
   • CI vs Re-engineering from a Process Perspective
   • Design vs. Deployment Gaps
2. SIPOC and System Modeling
   • a. Identifying your stakeholders
   • b. Determining business requirements
   • c. Identifying performance gaps, upstream and downstream
3. Pension-centric System Map
4. Scoping your process improvement/redesign project

Self-paced webinar*: System Maps

Module 2: Mapping Public Pension Processes

Objective – Provide a Process Mapping Toolkit that allow you to:

• Accurately represent your “current state” process
• Identify your process choke points and capacity constraints
• Visualize your most effective workflows
• Facilitate mapping sessions that reveal pain points and redundancies

Agenda:

1. Process Mapping essentials
   • Symbols and fundamentals
   • When to use each chart
2. Process and Workflow Diagrams
   • a. Top-Down Flowchart
   • b. Block and Logic Diagrams
   • c. Cross-functional Map (Swim Lane)
3. Analyzing Flowcharts
   • a. Streamlining the Value Engine
   • b. Optimizing Flow and Capacity
4. Class Exercise: Putting It All Together
5. Facilitating a process mapping session

Self-paced webinar*: Essentials of Process Mapping

Module 3: Streamlining Pension Processes

Objective – Introduce key techniques (Lean, Six Sigma, etc.) that enable you to:

• Measure and quantify process performance
• Identify non-value-adding activities, bottlenecks and choke points
• Redesign your workflow to be more efficient and scalable

Agenda:

1. Approaches to Process Improvement
   • The sea of methodologies
   • Determining best fit
2. Lean: Focus on Customer Value
   • Four Strategies to improve your process performance
   • Eliminating non-value-added activities
   • Reducing service/cycle time
3. Six Sigma: Optimizing Performance
   • Understanding variation
   • Line and Control Charts
   • Fishbone Diagram: Cause and effect
4. Your Improvement Strategy
   • Evaluating reengineering vs. improvement
   • Prioritizing opportunities
5. Pension System Case Study: Service Retirement Process

Self-paced webinars*: Cause-and-Effect Diagrams and Eliminating Nov-Value-Added Activities

Module 4: Innovation and Process Elimination

Objective – Teach tools and techniques that will help you:

• Devise out of the box solutions
• Eliminate unnecessary exceptions and outdated processes

Agenda:

1. Innovation in Public Pensions
   • Transformation examples
   • Strategy/Process/Innovation Synergy
   • Kano Model
   • Generating Solutions: Improvement vs. Innovation
2. Process Innovation Techniques
   • Creative thinking: When science is not enough
   • Six Hats Thinking
   • Five Max Method
   • Mapping To-Be Processes
3. Building an Efficient Enterprise Model
   • Enterprise Process Model examples
   • Evaluating the Usefulness of Legacy Processes
   • The Staircase Method

Self-paced webinar*: Process Innovation

Module 5: Change Management and Success Metrics

Objective – Teach techniques that will help you:

• Earn buy-in for the new process/technology
• Overcome resistance to change
• Managing challenging group problem-solving situations
• Define performance metrics to bolster sustained improvement

Agenda:

1. Implementing Change
   • Creating your roadmap for organization-wide buy-in
   • Clarifying Roles and responsibilities
   • The CODE: Questions to answer at each phase
   • Assessing “winners” and “losers” from change
2. Group Problem Solving
   • Navigating challenging decisions
   • Reaching consensus on solutions
   • Group facilitation tips
3. Post-Implementation Scorecard
   • Measuring what matters
   • Strategy Map example
   • Scorecard example

Self-paced webinars*: Change Management series.

* These on-demand webinars reinforce learning regarding key tools and techniques in the Process Improvement and Redesign for Public Pension Systems series. Free access is provided for 30 days to professionals who enroll in the entire series. (Value of webinars >$1,000.)

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