THE PERFORMANCE MANAGEMENT GROUP LLC

Transcription

1 THE PERFORMANCE MANAGEMENT GROUP LLC Response to Maricopa Community College District REQUEST FOR PROPOSAL # Quality Management Consulting Services From Gerald M. Taylor Managing Consultant TPMG LLC

2 TABLE OF CONTENTS Content Page Acknowledgement of Receipt 1 Executive Summary Specific Instructions Training Courses The Balanced Scorecard Lean Six Sigma Champion Lean Six Sigma Black Belt Lean Six Sigma Green Belt Lean Six Sigma Yellow Belt Business Process Management Other Training Courses: Strategic Management Seminar Other Training Courses: Baldrige National Quality Award Consulting Services 18 Consulting Service Description - Strategic Management 18 Consulting Service Description Baldrige National Quality Awards 18 Consulting Service Description - Quality Management 19 Consulting Service Description - Process Management Experience in a higher education environment Extent of experience consulting in knowledge areas References that apply to the Scope of Work Resumes of consultants that could be utilized by MCCCD 21 Professional Profile #1 GERALD TAYLOR, Managing Consultant 21 Professional Profile #2 CAROLA VENOT, Senior Management Consultant 23 Professional Profile #2 MARIO L. SAENZ Senior Management Consultant Support and mentoring programs for training and consulting services Respondent Questionnaire Company Description Years of experience with Arizona Quality Alliance and the Baldrige Award Additional qualities, qualifications, for services requested in the RFP Pricing Schedule Signature Page 33 Attachment B Bidders Statement 34 Attachment B Bidder References 35 Attachment B Additional Business Information 37 Attachment C MCCD Student Information System Non-Disclosure Agreement 39 ii

3 ACKNOWLEDGMENT OF RECEIPT Description: Quality Management Consulting RFP #: Please provide the requested information below as acknowledgment that you have received our Request for Proposal noted above. It is required that interested Bidders complete this acknowledgment and return via Fax to MCCD Purchasing at (480) or by mail. Failure to sign and return the "Acknowledge of Receipt" will result in your company not being sent any addenda/amendments to this RFP. All addenda/amendments will continue to be posted on our website at Name of Firm: The Performance Management Group LLC Address: P.O. Box 44989, Phoenix, Arizona Fax #: ( None ) No Fax Number Tel. #: ( 602 ) Name: (Print) Gerald Taylor Title: Managing Consultant Signature: Date: 11/16/ gt@helpingmakeithappen.com Response to MCCD RFP # TPMG LLC 1

4 EXECUTIVE SUMMARY The Performance Management Group LLC is an Arizona limited liability company whose mission is to help organizations realize their vision. Since 1995 the firm has promoted three guiding philosophies: customer intimacy, strategy execution and operational excellence. The scope of our work includes strategic planning, business process improvement, The Balanced Scorecard and most notably, lean six sigma certification training, coaching and consulting. This document is a response to the REQUEST FOR PROPOSAL # for Quality Management consulting services at The Maricopa Community College District. Background The Maricopa County Community College District intends to engage the services of individual firms or individuals to provide consulting and training services relating to areas of Strategic Planning, Quality Management, Business Process Management, Project Management in Service Industries, specifically Education, including, but not limited to, the following subject areas: Strategic Planning Kaizen Balanced Scorecard Lean (Toyota Production System) Quality Management/Process Improvement Business Process Management TQM / Baldridge Criteria Process Design/Mapping/Implementation Lean Six Sigma Systems Thinking PDCA Change Management Project Management PMBOK AGILE Critical Chain The Performance Management Group LLC has more than 17 years experience in nonmanufacturing, service related industries. We have had success in the Healthcare industry, Financial Services, Telecommunications, Logistics, Shared Service Organizations, Internet Service Providers, Utility Industries, and Call Centers. Our results are remarkable. To date the efforts for our clients have yielded: Reduced Order Management cycle times by 50%. Improved customer support efficiencies by 43%. Improved customer satisfaction levels by 54%. Productivity improvements of 35 60%. Improved Average Speed of Answer times by 45% Realized Savings per 6σ Project $256,000. We have certified six sigma black belts and green belts for the University of Phoenix and Prescott College. In 2003, we trained the staff of the University of Arizona Library (Tucson) in Continuous Process Improvement methods. Most recently, we conducted a strategic visioning session for Rio Salado Community College. We respectively submit this response to fulfill your training and consulting needs for Quality Management training and consulting services: Response to MCCD RFP # TPMG LLC 2

5 4.2 SPECIFIC INSTRUCTIONS For each item in the table below, indicate if your organization can meet the requirement by responding Yes, No, or Partial. Provide additional detail for each Partial response. # Required Items Yes/No/Partial Lean Six Sigma for the Service Industry YES Details PDCA and DMAIC in an Educational Environment YES Details Systems Thinking in an Educational Environment YES Details Analyzing Operational Performance in an Educational Environment YES Details Process Mapping in an Educational Environment YES Details Voice of the Customer YES Details Analytical Tools Pareto Charts, Fishbone Diagrams, Histograms, YES Scatter Charts, Control Charts Details Process Control in an Educational Environment YES Details Lean in an Educational Environment Partial Details Lean: Yes at mastery level especially in a services environment; In an educational environment?: no Project Management in an Educational Environment PMBOK Partial Details Practices PMBOK Practices: Yes at an expert level especially in a services environment; In an educational environment?: no AGILE Project Management Methodology No Details Roles, Responsibilities, and Critical Success Factors for Meetings Yes Details Process Improvement Selection in an Educational Environment Yes Details Root Cause Analysis in an Educational Environment Yes Details Response to MCCD RFP # TPMG LLC 3

6 4.2.1 SPECIFIC INSTRUCTIONS (Continued) Design of Experiments in an Educational Environment Partial Details Designed of Experiments: Yes at a qualified level in a services environment; In an educational environment?: no Theory of Constraints Yes Details Business Case, Feasibility Study, and Project Charter Yes Details Arizona Quality Alliance State Quality Award Criteria and Baldrige Award Criteria, including examiner responsibilities. Details Strategic Planning in an Educational Environment Partial Details Strategic Planning: Yes at an expert level especially in a services environment; In an educational environment?: no Balanced Scorecard Yes Details Yes Response to MCCD RFP # TPMG LLC 4

7 5.1 TRAINING COURSES Balanced Scorecard The Performance Management Balanced Scorecard Certification Course Course Overview TPMG Educational Services Course Guide (PMBSc) Course Description Candidates apply the concepts of strategic planning and implementation to create and sustain economic value for a public sector institution or a private sector company. Through 9 units & 37 lessons, candidates learn the fundamentals of designing and executing institutional and corporate strategy. The 40 hour course is facilitated online, on-site, or as an open enrollment public training course. It provides instruction regarding the art and science of formulating successful public sector and corporate strategies, translating those strategies into key performance indicators and strategic initiatives, and provides candidates with a step-by-step method for designing and implementing the balanced scorecard strategic management system. Successful Balanced Scorecard candidates are authorized to place the "PMBsc or PMBscM" designation, which acknowledges this credential, following their name. The basis of the program is derived from five specific areas: 1) MIT Sloan School of Management Strategic Management Course. 2) The Malcolm Baldrige Criteria for Performance Excellence. 3) The American Society of Quality s Manager of Operational Excellence BOK. 4) Over 17 years experience and feedback from the TPMG LLC client base. In accordance with the standards set by the American National Standards Institute (ANSI/IACET ), this event is awarded Continuing Education Units (CEUs). The Continuing Education Units awarded are nationally recognized units designed to provide a record of an individual's continuing education accomplishments. One CEU is awarded for each 10 contact hours of instruction. TPMG Educational services department will record CEUs awarded to attendees and will retain this information for seven years. Upon written request, we will furnish a transcript showing TPMG course completed and CEUs earned. Request for transcript can be made directly to TPMG LLC at P.O. Box 44989, Phoenix, Arizona Requests must include a check for $10.00 (U.S.) along with a written request for a transcript. Response to MCCD RFP # TPMG LLC 5

8 5.1.1 Balanced Scorecard (Continued) Performance Management Balanced Scorecard Certification Course Outline I. What is Strategic Planning? a. Strategy Defined b. The Importance of Strategic Planning II. The Strategic Planning Process a. The Strategic Planning Process Defined b. Best Practices in Strategic Planning c. Situational Analysis d. Competitive Analysis e. Voice of the Customer Analysis III. Formulating Strategy a. Determining Critical Risk and Success Factors b. Strategic Analysis and Conclusions c. Defining Strategic Objectives and Initiatives d. The Role of Executive Leadership in Strategic Planning and Performance IV. Deploying Strategy a. Principles of a Strategy Focused Organization b. The Balanced Scorecard An Introduction c. Creating a Balanced Scorecard d. Aligning Strategy (Strategy Mapping) e. Operationalising Strategy V. Performance Management a. Developing and Deploying Action Plans b. Designing Metrics c. Deploying Dashboards d. Facilitating Performance Management Management Performance Management Balanced Scorecard Certification Requirements Performance Management Balanced Scorecard Certified Graduates (PMBsc) Must complete the 5 day intensive boot camp certification workshop. Must successfully complete the certification exam composed of multiple-choice and essay questions that measure a participant s ability to apply the knowledge and techniques used of the Performance Management Balanced Scorecard method. Candidates will dive deep into the three stages of the method and learn the specific skills and tools, needed to formulate strategy, deploy strategy, and become adept at using the BSC and metrics to improve strategic and operational performance. Performance Management Balanced Scorecard Certified Master (PMBscM) Must also complete a successful implementation of a company strategy, line of business strategy or operational strategy within a 12 month period. Course Fees: Balanced Scorecard Certification Training PMBsc Certified Graduates Groups: Up to 20 Candidates Onsite: US$20, per class (prorated to 10 candidates) Offsite: US$20, per class + $ per room rental* (prorated to 10 candidates) Individuals: Online Self-paced** $2, per candidate PMBscM Certified Master Groups: Includes an additional $1,000 per team mentoring fee for 8 hours of Balanced Scorecard Project coaching and mentoring. Individual: Includes an additional $1, per candidate mentoring fee for 8 hours Balanced Scorecard project coaching and mentoring. * offsite courses conducted at University of Phoenix Campus Locations room rental expenses not prorated. ** More than 4 Enrollees would create an online-blended course format. Balanced Scorecard Certification Itemized Cost Schedule: 1. Materials: $1, Trainer s Fees: $10, Balanced Scorecard Certification Exam: $2, ($ per test) 4. Course Customization: $2, (additional) 5. Gross Margin: $6, Response to MCCD RFP # TPMG LLC 6

9 5.1.2 Lean Six Sigma (Service/Educational Environment) - Lean Six Sigma Champion Lean Six Sigma Service Excellence Executive Champion Training Course Overview TPMG Educational Services Course Guide Course Description In this 1 day course, executives and decision makers learn the concepts of continuous improvement used to create and sustain a more productive, cost effective and responsive service delivery organization. Through 7 units, decision-makers learn the leadership principles and applications which help nonmanufacturing organizations implement a culture of continuous improvement. The course is facilitated onsite with live instruction from a TPMG lean six sigma master black belt. Lean Six Sigma Service Excellence Executive Champion Course Outline I. The Roots of Lean Six Sigma a. The origin of lean six sigma and the tools used in operational excellence b. Understanding the value, goals and philosophy of Lean Six Sigma c. Understanding nature of quality and its effect on productivity II Analyzing Performance a. Understanding performance variation in the delivery of services b. Demonstrate how to account for performance using metrics c. Analyzing operational performance using run charts d. Statistical Process Control an executive overview III The Voice of the Customer a. Why focus on customer loyalty b. Properties of a well designed customer loyalty model c. Voice of the customer case study: Stew Leonard s Dairy d. How to assess the voice of the customer IV Lean Six Sigma Analytical Tool Set a. Process design b. Histograms c. Scatter diagrams d. Pareto analysis and diagrams V. Lean Six Sigma Project Teams a. Understanding the lean six sigma project team b. Establishing a lean six sigma project team c. Supporting a lean six sigma project team VI Management by Fact DMAIC Approach to Root Cause Analysis and Performance Improvement a. Defining lean six sigma b. Antecedents of lean six sigma creating the right conditions c. DMAIC six sigma approach to performance improvement (Kaizen) VII Establishing a Performance Excellence Program a. Attributes of an effective performance excellence program b. Focus on core processes c. Integrating measurements d. Addressing value added and non-value added tasks e. Establishing performance targets f. DMAIC Course Fees: Lean Six Sigma Service Excellence Executive Champion Training Executive Champion Certification Groups: Up to 20 Candidates Onsite: US$3, per class Offsite: US$3, per class+ 175 per room rental* Lean Six Sigma Executive Champion Training Itemized Cost Schedule: 1. Materials: $1, Master Black Belt Trainer: $2, Certification Exam: DNA 4. Gross Margin: None Response to MCCD RFP # TPMG LLC 7

10 5.1.2 Lean Six Sigma (Service/Educational Environment) - Lean Six Sigma Black Belt Lean Six Sigma Service Excellence Black Belt Certification Program Program of Study TPMG Educational Services Course Guide Course Description In this hour course, candidates apply the concepts of continuous improvement to create and sustain a more productive, cost effective and responsive service delivery organization. Through 16 units & 84 lessons, candidates learn the principles and applications which help non-manufacturing organizations implement a culture of continuous improvement and use methods such as lean management, continuous improvement and practices like the Toyota Production System. The course is facilitated by a TPMG LLC Master Black Belt. Through real world case studies, and practical exercises, TPMG promotes powerful performance improvement skill building. The program uses multimedia presentations; value added tutorials and real world application of case studies and actual performance improvement projects. The Performance Management Group help candidates master skills such as problem-solving, project management and business analysis while driving sustained performance improvements in the service sector. Successful black belt candidates are authorized to place the "LSSBB" designation, which acknowledges this credential, following their name. The basis of the program is derived from five specific areas: 1) The American Society of Quality s Lean Six Sigma Body of Knowledge. 2) The Malcolm Baldrige Criteria for Performance Excellence. 3) The isixsigma.com Lean Six Sigma Body of Knowledge. 4) The Project Management Institute s Project Management Body of Knowledge. 5) Over 17 years experience and feedback from the TPMG LLC client base. In accordance with the standards set by the American National Standards Institute (ANSI/IACET Standard for Continuing Education and Training), those who complete the black belt certification program will be awarded Continuing Education Units (CEUs). The Continuing Education Units awarded are nationally recognized units designed to provide a record of an individual's continuing education accomplishments. One CEU is awarded for each 10 contact hours of instruction. In addition, in accordance with the standards set by the Project Management Institute (PMP Credential Handbook last updated 15 May 2012), those who attend and complete the black belt certification program will be awarded Professional Development Units (PDUs). The Professional Development Units awarded are internationally recognized units designed to record a Project Management Professional s continuing education and quantify approved learning and professional service activities. As a category B learning event, each hour of instruction related to project management, as designated by A Guide to the Project Management Body of Knowledge (PMBOK Guide), equals 1 PDU. Response to MCCD RFP # TPMG LLC 8

11 5.1.2 Lean Six Sigma (Service/Educational Environment) - Lean Six Sigma Black Belt Lean Six Sigma Service Excellence Black Belt Certification Course Outline I. The Roots of Six Sigma a. The origin of six sigma and the tools used in operational excellence b. The definition of productivity c. The nature of quality and its effect on productivity d. The costs of poor quality e. An introduction to systems thinking f. The value proposition of quality improvement II. Analyzing Performance a. Understanding and studying performance variation in the delivery of services b. Differentiating between common cause variation and special cause variation c. Demonstrate how to account for performance using metrics d. Defining, analyzing and interpreting measures of central tendencies: mean, median and mode e. Analyze process performance using special cause rules f. Use appropriate actions to address each type of variation in process performance III. Process Design and Management a. Understanding properties of a well designed process management system b. Understand and analyze process elements and boundaries c. Identify process owners, internal and external customers and other process stake holders d. Traditional flowcharting e. The SIPOC process f. Requirements based process mapping g. Differentiating functionally focused operations from process focused operations IV Voice of the Customer a. Why focus on customer loyalty b. Properties of a well designed customer loyalty model c. How to assess the voice of the customer d. Customer needs assessment - quality function deployment V Six Sigma Analytical Tool Set a. Check sheets and data sheets for data collection b. Using histograms to measure and compute central tendencies and dispersion c. Using cause and effect analysis to examine the factors that effect process performance d. Using scatter diagramming to test for possible cause and effect relationships. e. Correlation and simple linear regression analysis f. Using Pareto analysis to prioritize factors, identify the most significant causes of an issue or an effect, and understand how different units of comparison can effect prioritization g. Process capability analysis h. Failure modes and effects analysis VI Statistical Process Control for Service Organizations a. Establishing performance metrics b. Understanding the object, purpose, and benefits of SPC c. Define and apply the principle of rational sub-grouping and sampling d. Identify, select, construct and apply control charts for process measurements VII Six Sigma Project Teams a. Establish, support and facilitate lean six sigma teams to resolve operational issues b. Team roles and responsibilities c. Conducting project team meetings. d. The stages of team evolution VIII Team Dynamics and People Skills a. Team dynamics b. Consensus building c. Group think d. Understanding and managing change IX Data Collection Techniques a. Data collection planning b. Data collection methods c. Calculating valid sample sizes Response to MCCD RFP # TPMG LLC 9

12 5.1.2 Lean Six Sigma (Service/Educational Environment) - Lean Six Sigma Black Belt Lean Six Sigma Service Excellence Black Belt Certification Outline (Continued) X Management by Fact Structured Approach to Performance Improvement. a. Defining Six Sigma b. Evaluating sigma process performance c. PDCA Deming approach to improvement (overview) d. Antecedents of Six Sigma creating the right conditions e. DMAIC Six Sigma approach to root cause analysis and defect reduction (Kaizen) XI Establishing an Operational Excellence Program a. Attributes of an effective performance excellence program b. Focus on core processes c. Integrating measurements d. Addressing value added and non value added tasks e. Establishing performance targets XII Lean Fundamentals for Service Companies a. Lean thinking b. Value defined: value creation and value added c. Muda ( 無駄 ) waste, waste, waste d. Value stream mapping e. Theory of constraints, work balancing, takt time, theoretical maximum performance. f. 5S getting your service house in order XIII Quantitative Business Analysis (Inferential Statistics) a. Basic statistical concepts b. Confidence intervals c. Hypothesis tests tests of significance d. Analysis of variance e. Chi square goodness of fit test f. Multiple regression analysis XIV The Balanced Scorecard Strategic Management System a. The strategic planning process b. Situational (SWOT) analysis c. Strategic analysis and conclusions d. Managing strategy e. Principles of a strategy focused organization f. The balanced scorecard g. Creating a balanced scorecard XV Benchmarking for Continuous Improvement a. Benchmarking defined b. The generally accepted benchmarking best practices c. Critical evaluation of core processes d. Discovery e. Implementation f. Monitoring and evaluation XV Financial Impact Analysis a. The cost of poor quality b. Activity based cost management c. Cost benefit analysis Course Fees: Lean Six Sigma Service Excellence Black Belt Certification Black Belt Certification (Includes 40 hours of Black Belt Certification Project Mentoring) Groups: Up to 20 Candidates Onsite: US$33, per class Offsite: US$33, per class+ $1,750 per room rental Individuals: Online Self-paced $2, per candidate Black Belt Certification Itemized Cost Schedule: 1. Materials: $1, Master Black Belt Trainer: $20, Black Belt Certification Exam Fees: $2, Lean Six Sigma Software Application: $3, Customization Fee: $3, (additional) 6. Black Belt Certification Project Mentoring: 40 hours No Extra Charge (10 hrs per team) 7. Gross Margin: $5, Response to MCCD RFP # TPMG LLC 10

13 5.1.2 Lean Six Sigma (Service/Educational Environment) - Lean Six Sigma Green Belt Lean Six Sigma Service Excellence Green Belt Certification Program Program of Study TPMG Educational Services Course Guide Course Description In this 40 hour course, candidates apply the concepts of continuous improvement to create and sustain a more productive, cost effective and responsive service delivery organization. Through 10 units & 42 lessons, candidates learn the principles and applications which help non-manufacturing organizations implement a culture of continuous improvement and use methods such as lean management, continuous improvement and practices like the Toyota Production System. The course is facilitated by a TPMG LLC Master Black Belt. The program uses multimedia presentations; value added tutorials and real world application of case studies and actual performance improvement projects. The Performance Management Group help candidates master skills such as problem-solving, business analysis and project management while driving sustained performance improvements in the service sector. Successful green belt candidates are authorized to place the "LSSGB" designation, which acknowledges this credential, following their name. The basis of the program is derived from five specific areas: 1) The American Society of Quality s Lean Six Sigma Body of Knowledge. 2) The Malcolm Baldrige Criteria for Performance Excellence. 3) The isixsigma.com Lean Six Sigma Body of Knowledge. 4) The Project Management Institute s Project Management Body of Knowledge. 5) Over 17 years experience and feedback from the TPMG LLC client base. In accordance with the standards set by the American National Standards Institute (ANSI/IACET Standard for Continuing Education and Training), those who complete the Green Belt certification program will be awarded Continuing Education Units (CEUs). The Continuing Education Units awarded are nationally recognized units designed to provide a record of an individual's continuing education accomplishments. One CEU is awarded for each 10 contact hours of instruction. In addition, in accordance with the standards set by the Project Management Institute (PMP Credential Handbook last updated 15 May 2012), those who attend and complete the Green Belt certification program will be awarded Professional Development Units (PDUs). The Professional Development Units awarded are internationally recognized units designed to record a Project Management Professional s continuing education and quantify approved learning and professional service activities. As a category B learning event, each hour of instruction related to project management, as designated by A Guide to the Project Management Body of Knowledge (PMBOK Guide), equals 1 PDU. Response to MCCD RFP # TPMG LLC 11

14 5.1.2 Lean Six Sigma (Service/Educational Environment) - Lean Six Sigma Green Belt Lean Six Sigma Service Excellence Green Belt Certification Course Outline I. The Roots of Six Sigma a. The origin of six sigma and the tools used in operational excellence b. The definition of productivity c. The nature of quality and its effect on productivity d. The costs of poor quality e. An introduction to systems thinking f. The value proposition of quality improvement II. Analyzing Performance a. Understanding and studying performance variation in the delivery of services b. Differentiating between common cause variation and special cause variation c. Account for performance using metrics d. Defining, analyzing and interpreting measures of central tendencies: mean, median and mode e. Analyze process performance using special cause rules f. Use appropriate actions to address each type of variation in process performance III. Process Design and Management a. Understanding properties of a well designed process management system b. Understand and analyze process elements and boundaries c. Identify process owners, internal and external customers and other process stake holders d. Traditional flowcharting e. The SIPOC process f. Requirements based process mapping g. Differentiating functionally focused operations from process focused operations IV Voice of the Customer a. Why focus on customer loyalty b. Properties of a well designed customer loyalty model c. How to assess the voice of the customer d. Customer needs assessment - quality function deployment V Lean Fundamentals for Service Companies a. Lean thinking b. Value defined: value creation and value added c. Muda ( 無駄 ) waste, waste, waste d. Value stream mapping e. Theory of constraints, work balancing, takt time, theoretical maximum performance. f. 5S getting your service house in order VI Six Sigma Analytical Tool Set a. Data sheets for data collection b. Using histograms to measure central tendencies and dispersion c. Using cause and effect analysis to examine the factors that effect process performance d. Using scatter diagramming to test for possible cause and effect relationships. e. Correlation and regression analysis f. Using Pareto analysis to prioritize factors, identify the most significant causes of an issue or an effect, and understand how different units of comparison can effect prioritization g. Process capability analysis h. Failure modes and effects analysis VII Statistical Process Control for Service Organizations e. Establishing performance metrics f. Understanding the object, purpose, and benefits of SPC g. Define and apply the principle of rational sub-grouping and sampling h. Identify, select, construct and apply control charts for process measurements VIII Six Sigma Project Teams a. Establish and support lean six sigma teams to resolve operational issues b. Team roles and responsibilities c. Conducting project team meetings. d. The stages of team evolution IX Team Dynamics and People Skills a. Team dynamics b. Consensus building c. Group think d. Understanding and managing change X Data Collection Techniques a. Data collection planning b. Data collection methods c. Calculating valid sample sizes XI Management by Fact Structured Approach Performance Improvement. a. Defining Six Sigma b. Evaluating sigma process performance c. PDCA Deming approach to improvement (overview) (Kaizen) d. Antecedents of Six Sigma creating the right conditions e. DMAIC Six Sigma approach to root cause analysis and defect reduction Response to MCCD RFP # TPMG LLC 12

15 5.1.2 Lean Six Sigma (Service/Educational Environment) - Lean Six Sigma Green Belt Course Fees: Lean Six Sigma Service Excellence Green Belt Certification Green Belt Certification (Includes 40 hours of Green Belt Certification Project Mentoring) Groups: Up to 20 Candidates Onsite: US$24, per class Offsite: US$24, per class+ $1,750 per room rental Individuals: Online Self-paced $2, per candidate Green Belt Certification Itemized Cost Schedule: 1. Materials: $1, Master Black Belt Trainer: $10, Green Belt Certification Exam Fees: $2, Lean Six Sigma Software Application: $3, Customization Fee: $3, (additional) 6. Green Belt Certification Project Mentoring: 40 hours No Extra Charge (10 hrs per team) 7. Gross Margin: $6, Lean Six Sigma (Service/Educational Environment) - Lean Six Sigma Yellow Belt Lean Six Sigma Service Excellence Yellow Belt Certification Program Program of Study TPMG Educational Services Course Guide Course Description In this 3 day course, candidates apply the concepts of continuous improvement to create and sustain a more productive, cost effective and responsive service delivery organization. Through 8 units & 48 lessons, managers and individual contributors learn the principles and applications which help implement a culture of continuous improvement. The course is facilitated onsite with instruction from a TPMG lean six sigma master black belt. This course helps managers master skills such as problem-solving, project management and business analysis while driving sustained performance improvements in the service sector. The basis of the program is derived from five specific areas: 1) The American Society of Quality s Lean Six Sigma Body of Knowledge. 2) The Malcolm Baldrige Criteria for Performance Excellence. 3) The isixsigma.com Lean Six Sigma Body of Knowledge. 4) The Project Management Institute s Project Management Body of Knowledge. 5) Over 17 years experience and feedback from the TPMG LLC client base. In accordance with the standards set by the American National Standards Institute (ANSI/IACET Standard for Continuing Education and Training), those who complete the Yellow Belt certification program will be awarded Continuing Education Units (CEUs). The Continuing Education Units awarded are nationally recognized units designed to provide a record of an individual's continuing education accomplishments. One CEU is awarded for each 10 contact hours of instruction. In addition, in accordance with the standards set by the Project Management Institute (PMP Credential Handbook last updated 15 May 2012), those who attend and complete the Yellow Belt certification program will be awarded Professional Development Units (PDUs). The Professional Development Units awarded are internationally recognized units designed to record a Project Management Professional s continuing education and quantify approved learning and professional service activities. As a category B learning event, each hour of instruction related to project management, as designated by A Guide to the Project Management Body of Knowledge (PMBOK Guide), equals 1 PDU. Response to MCCD RFP # TPMG LLC 13

16 5.1.2 Lean Six Sigma (Service/Educational Environment) - Lean Six Sigma Yellow Belt Lean Six Sigma Service Excellence Yellow Belt Certification Course Outline III. The Roots of Six Sigma a. The origin of six sigma and the tools used in operational excellence b. The definition of productivity c. The nature of quality and its effect on productivity d. The costs of poor quality e. An introduction to systems thinking f. The value proposition of quality improvement IV. Analyzing Performance a. Understanding and studying performance variation in the delivery of services b. Differentiating between common cause variation and special cause variation c. Account for performance using metrics d. Defining, analyzing and interpreting measures of central tendencies: mean, median and mode e. Analyze process performance using special cause rules f. Use appropriate actions to address each type of variation in process performance III. Process Design and Management a. Understanding properties of a well designed process management system b. Understand and analyze process elements and boundaries c. Identify process owners, internal and external customers and other process stake holders d. Traditional flowcharting e. The SIPOC process f. Requirements based process mapping g. Differentiating functionally focused operations from process focused operations IV Voice of the Customer a. Why focus on customer loyalty b. Properties of a well designed customer loyalty model c. How to assess the voice of the customer V Lean Fundamentals for Service Companies a. Lean thinking b. Value defined: value creation and value added c. Muda ( 無駄 ) waste, waste, waste d. Value stream mapping e. Theory of constraints, work balancing, takt time, theoretical maximum performance. f. 5S getting your service house in order VI Six Sigma Analytical Tool Set a. Data sheets for data collection b. Using histograms to measure central tendencies and dispersion c. Using cause and effect analysis to examine the factors that effect process performance d. Using scatter diagramming to test for possible cause and effect relationships. e. Using Pareto analysis to prioritize factors, identify the most significant causes of an issue or an effect, and understand how different units of comparison can effect prioritization f. Process capability analysis g. Failure modes and effects analysis VII Statistical Process Control for Service Organizations a. Establishing performance metrics b. Understanding the object, purpose, and benefits of SPC c. Define and apply the principle of rational sub-grouping and sampling d. Identify, select, construct and apply control charts for process measurements VIII Six Sigma Project Teams a. Establish and support lean six sigma teams to resolve operational issues b. Team roles and responsibilities c. Conducting project team meetings. d. The stages of team evolution XI Management by Fact Structured Approach Performance Improvement. a. Defining Six Sigma b. Evaluating sigma process performance c. PDCA Deming approach to improvement (overview) (Kaizen) d. Antecedents of Six Sigma creating the right conditions e. DMAIC Six Sigma approach to root cause analysis and defect reduction Response to MCCD RFP # TPMG LLC 14

17 5.1.2 Lean Six Sigma (Service/Educational Environment) - Lean Six Sigma Yellow Belt Course Fees: Lean Six Sigma Service Excellence Yellow Belt Certification Black Belt Certification (Includes 40 hours of Yellow Belt Certification Project Mentoring) Groups: Up to 20 Candidates Onsite: US$24, per class Offsite: US$24, per class+ $1,750 per room rental* Yellow Belt Certification Itemized Cost Schedule: 1. Materials: $1, Master Black Belt Trainer: $6, Green Belt Certification Exam Fees: $2, Lean Six Sigma Software Application: $3, Customization Fee: $1, (additional) 6. Green Belt Certification Project Mentoring: 40 hours No Extra Charge (10 hrs per team) 7. Gross Margin: $6, Business Process Management Business Process Management Program of Study TPMG Educational Services Course Guide Course Description In this 1 day course, candidates apply the concepts of business process design, process mapping and performance management to create a more productive and efficient organization. Through 8 lessons managers and individual contributors learn the principles and attributes of a performance excellence system and how to use systems thinking to achieve operational excellence. The course is facilitated onsite with live instruction from a TPMG six sigma master black belt. Through participative adult learning instruction and hands on exercises, TPMG promotes powerful performance improvement skill building. Business Process Management Course Outline I. Systems Thinking II. Process mapping traditional flowcharting III. Process mapping cross functional flowcharting IV. Process mapping requirements based process design V. Attributes of and effective performance excellence system Course Fees: Business Process Management Groups: Up to 20 Candidates VI. Establishing key performance indicators VII. Building an effective performance scorecard VIII. The ABC s of performance management Onsite: US$3, per class Offsite: US$3, per class + $ per room rental* (prorated to 10 candidates) Business Process Management Itemized Cost Schedule: 1. Materials: $1, Trainer s Fees: $2, Gross Margin: $ Response to MCCD RFP # TPMG LLC 15

18 5.1.5 Other Training Courses: Strategic Management Seminar Strategic Management Seminar Program of Study TPMG Educational Services Course Guide Course Description In this 1 day course, candidates learn the fundamental concepts of strategic analysis, strategy formulation and strategy implementation. Through 3 units and 13 lessons, participants receive a crash course in how an organization can create and deploy its strategy. The course is facilitated onsite with live instruction from a TPMG instructor. Through participative adult learning instruction and hands on exercises, TPMG promotes a learning environment for decision makers to understand the principles and applications of strategic management. Strategic Management Seminar Course Outline I. Strategy Defined II. The Importance of Strategy III. The Strategic Management Process IV. Properties of an Effective Strategic Management Process V. Situational (SWOT) Analysis VI. Competitive Analysis VII. Critical Risk and Success Factors VIII. Strategic Analysis and Conclusions IX. Southwest Airlines Strategic Initiatives 2007 X. Managing Strategy XI. XII. The Principles of a Strategy Focused Organization XIII. The Balanced Scorecard An Introduction XIV. Creating a Balanced Scorecard Course Fees: Strategic Management Seminar Groups: Up to 20 Candidates Onsite: US$3, per class Offsite: US$3, per class + $ per room rental* (prorated to 10 candidates) Strategic Management Seminar Itemized Cost Schedule: 1. Materials: $1, Trainer s Fees: $2, Gross Margin: $ Response to MCCD RFP # TPMG LLC 16

19 5.1.5 Other Training Courses: Baldrige National Quality Award Malcolm Baldrige National Quality Awards Criteria for Performance Excellence Training Program Program of Study TPMG Educational Services Course Guide Course Description In this 1 day course, candidates learn the fundamental concepts and Criteria for Performance Excellence of the Malcolm Baldrige National Quality Awards. Participants will learn the core values of the Baldrige Criteria and how to define the value of the awards process for individuals and organizations. They will understand how to describe the Baldrige Criteria and its relationship to systems thinking. They will also understand the scoring system of the Baldrige Awards process. The will become familiar with the Arizona Quality Alliance and AQA resources on Baldrige available to Arizona organizations, and learn of the National Institute of Standards and Technology (NIST) its resources on Baldrige available to organizations globally. Participants will develop a profound understanding of the Baldrige Awards core values. They will review, learn and understand the 2012 criteria for performance excellence of the Malcolm Baldrige National Quality Awards and local state quality awards. The will be equipped to spread information regarding the method throughout the organization, and they can provide information and planning for an organization wide Baldrige a self-assessment. Baldrige Criteria for Performance Excellence Training Program I. Understanding Baldrige and the quality movement an overview II. Baldrige core values the foundation. III. Core values exercise IV. Baldrige process and criteria overview V. Closer look at criteria for performance excellence VI. Scoring Exercise VII. Using the Baldrige Criteria to improve your organization VIII. Self Assessment Action Planning (optional Course Fees: Baldrige Criteria for Performance Excellence Training Program Groups: Up to 20 Candidates Onsite: US$3, per class Offsite: US$3, per class + $ per room rental* (prorated to 10 candidates) Baldrige Criteria for Performance Excellence Itemized Cost Schedule: 1. Materials: $1, Trainer s Fees: $2, Gross Margin: $ Response to MCCD RFP # TPMG LLC 17

20 5.2 CONSULTING SERVICES 1. Consulting Service Description - Strategic Management: Service Fee US$ per hour a. Strategic Analysis: Our experts can examine your organization s external environment. As a result, we will conclude which external factors - such as: recent technology innovations, market trends, movements among rivals, demographic shifts and labor availability - need to be addressed by strategy. Some major factors a we will evaluate include those items such as: i. Market Size and Rivalry ii. Market Growth iii. Barriers to Entry and Exit iv. Rates of Return v. Capacity Surpluses or Shortages vi. Technological Change vii. Power Among Buyers and Suppliers viii. Capital Requirements b. Core Competency Analysis: Our experts will conduct a series of internal assessments, and studies to determine the areas in which your organization's strengths exist and, more importantly, where your company's weaknesses lie. Our experts will focus on the following areas, including: i. Leadership Effectiveness. ii. Workforce Capability and Engagement. iii. Organizational Systems and Structures. iv. Operational Performance. v. Customer and Market Knowledge. vi. Customer Satisfaction and Relationship. vii. Service Excellence. viii. Strategic Management. As a result of the study, you will know those important organizational factors upon which you can build your company's future success. You will also know what factors represent significant risks which can undermine your success and your organization's stakeholder objectives. c. Balanced Scorecard Consulting Services: The result of our efforts will be your organization s fully deployed business strategy. The effort will yield a set of customer, operational, financial, and workforce success factors and key performance indicators derived from your strategic plan. The deployment of these critical success factors will drive alignment of strategic objectives and metrics for your organization s departments and work units. Departments and work units will have fully developed a set of comprehensive action plans and a dashboard of key performance indicators to achieve the designated strategic objectives. TPMG Balanced Scorecard coaches can train and coach you to be experts at implementing the balanced scorecard. Response to MCCD RFP # TPMG LLC 18

21 5.2 CONSULTING SERVICES (Continued) 2. Consulting Service Description - Baldrige National Quality Award: Service fee US$ per hour a. Organizational Self-Assessment Our experts help organizations prepare for the Baldrige Awards process. We can partner with your organization s leaders and individual contributors to facilitate the following steps: i. Identify the scope of the operation to be assessed. ii. Select the Baldrige champions from within the organization. iii. Determine the scope and format for the self-assessment and action plan. iv. Help senior leaders and champions prepare an organizational profile v. Help champions select subject matter experts or organize into category teams vi. Facilitate the practice self-assessment techniques with category champions vii. Help prioritize your organization s key strengths and opportunities for Improvement viii. Develop and implement an action plan for improvement ix. Evaluate and improve your self-assessment and action process 3. Consulting Service Description Quality Management: Service fee US$ per hour a. Lean Six Sigma Consulting: Our Lean Six Sigma Master Black Belt Consultants can help your organization implement a culture of continuous improvement and a disciplined use of methods such as lean management, continuous improvement and practices like the Toyota Production System. Our Lean consultants can help your company by: i. Training and coaching your employees to produce cost savings and productivity improvements. ii. Training and coaching your employees to become lean six sigma professionals. iii. Designing and producing customized lean six sigma and operational excellence training materials for company use. iv. Designing custom fit lean six sigma programs to fit your company culture. 4. Consulting Service Description - Business Process Management: Service Fee US$ per hour a. Business Process Mapping: Our process experts will partner with your team to facilitate business process mapping, perform documentation and evaluating work processes to identify areas for improvement. In teamwork and work with members of the organization in gathering, assessing/analyzing, tracking and identifying opportunities for improvement related to company objectives. We are experts at assisting company leaders and staff with leading large, cross-functional, process improvement projects and teams Experience in consulting in the above areas within a higher education environment. The Performance Management Group LLC has more than 17 years experience in non-manufacturing, service related industries. We have had success in the Healthcare industry, Finance and Insurance, Telecommunications, Logistics, Shared Service Organizations, Internet Service Providers, Utility Industries, and Call Centers. The scope of our work includes strategic planning, business process improvement, The Balanced Scorecard and most notably, lean six sigma certification training, coaching and consulting. Our results are remarkable, to date our efforts for our clients include: Reduced Order Management cycle times by 50%. Improved customer support efficiencies by 43%. Improved customer satisfaction levels by 54%. Productivity improvements of 35 60%. Improved Average Speed of Answer times by 45% Realized Savings per 6σ Project $256,000. We have certified six sigma black belts and green belts for the University of Phoenix and Prescott College. In 2003, we trained the staff of the University of Arizona Library (Tucson) in Continuous Process Improvement methods. Most recently, we conducted a strategic visioning session for Rio Salado Community College. Response to MCCD RFP # TPMG LLC 19

22 5.2.2 Extent of experience consulting organizations in the above knowledge areas 1. Quality Management a. Business Process Improvement - 17 years b. Performance Management and Continuous Improvement 17 years c. Lean Six Sigma Consulting - 15 years d. Lean Six Sigma Certification Training 11 years 2. Balanced Scorecard Consulting 17 years 3. Balanced Scorecard Training 5 years 4. Balanced Scorecard Certification 2 years 5. Malcolm Baldrige National Quality Awards i. AQA Examiner 3 years ii. Arizona Governor s Spirit of Excellence in Government 2 years 6. Strategic Planning - 9 years References that apply to the Scope of Work Professional References for Gerald Taylor at The Performance Management Group LLC 1. Janet Allton Manager Process Improvement and Quality Assurance Kansas Gas Service (recent retiree - 2weeks) Mobile: (918) jallton@me.com 2. Paul Wilson Director of Utilities Desk: (615) Extension paul.wilson@townofsmyrna.org 3. Karen Shepard - Executive Director Arizona Quality Alliance Desk: (480) kshepard@arizona-excellence.com 4. Gary Laieski - SVP/Group Technology Manager - Union Bank Mobile: (602) Response to MCCD RFP # TPMG LLC 20