The Centre for Organisation Effectiveness

The Matrix shown below is part of the Firm Foundations Programme. A series of initatives are shown along the top row of the Matrix in black. The columns below these headings have been broken down into eight building blocks. These are called 'steps'. Zero indicates that nothing has been achieved. Start at step 1 and work upwards. Each step has implementation support material. The Matrix and the implementation support material form the contents of a Programme. To view a sample of the support material, click on the link shown in step 6 of the Investing In People column below or just here. For a more detailed general description of the support material Click Here . For detailed information on how to use the Programmes, Click Here

	Direction and Focus	Structure & Performance Indicators	Investing in People	Communication	Process Improvement	Building Supplier Partnerships	Building Customer Relationships	Quality System
8	Key performance indicators identified and measurement criteria established	Progress reviewed at Steering Group and communicated	Performance objectives set and PDPs agreed with all employees	Employee satisfaction indicators indentified	'Cost of Quality' activities identified and quantified	Quality objectives agreed with all key suppliers	Customer satisfaction indicators identified	Work instructions and document manual completed
7	Processes prioritised for improvement action	Monitoring methods established and resourced	Gaps in employee skills identified	Opinions of employees obtained	Process maps created	Performance indicators agreed with selected priority supplier	Perceptions of satisfaction obtained directly from customers	Procedure manual produced
6	Sub processes identified	Implementation plan agreed	See support material Training plan developed Relate to other steps	A process is in place to evaluate the effectiveness of communication	Teams trained to address next processes prioritised for improvement	First partnership workshop carried out	Complaints handling process implemented	Quality policy, organisation and responsibilities documented
5	Process ownership allocated	Start position on Matrix assessed	Induction programme developed (or existing reviewed)	Key business issues and objectives communicated	Performance of modified process monitored	Partnership programme developed	Methods for gaining customer views developed	Key employees trained to produce documentation
4	Current performance and impact of key processes assessed	Column champions allocated	Organisation objectives cascaded to team level	Communication processes developed and implemented	Agreed solution(s) implemented	First key supplier identified for partnership	Drivers for customer satisfaction established from key customers	All existing documents relating to business processes collected
3	Activities (key processes) that deliver CSFs identified	Role and objectives of Steering Group agreed	IiP documents and processes developed (or existing reviewed)	Communication processes in other units/organisations are understood	Steering Group has reviewed first team recommendations	Business vision & objectives communicated to suppliers	Internal perceptions of customer satisfaction levels established	All employees briefed
2	Critical Success Factors (CSFs) identified	Steering Group convened	Performance against IiP Standard analysed. Action plan developed	Preferred communication methods identified	First team trained to identify root cause problems	Services/goods that are critical have been identified	Key activities identifed that have a direct impact on customer satisfaction	Implementation schedule developed
1	Purpose and mission statement developed	Quality Co-ordinator selected	IiP principles understood and communicated to all employees	Employees' views on effectiveness of communication obtained	Team selected to critically examine first process identified for improvement	All goods/services received identified	Key customer types identified	Document co-ordinator and procedure authors identified
0	No clear direction	No improvement structure or plan	No programme	No process in place	No involvement	No activity	No focus	No system

© 1997-2005 The Centre for Organisation Effectiveness Ltd.