"Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives."

- William A. Foster

PMC Solutions is pleased to announce the release of inProcess® v3.23 your business process mapping solution. These new features and fixes have been added to the system:

NEW FEATURES

• inProcess® Heartbeat: The system now has the ability to detect "dead" database connections and automatically log off users who have had their session unexpectedly terminated. This will greatly, if not completely, eliminate the administrative headache and need to use the "Unlock Accounts" feature in the inACT tool.
• Edit Published Process Properties: The system now allows you to change the process title, description, owner, templates, and keywords for published processes. The ability to use this feature is controlled in the Manage Security window, so organizations have a choice whether to enable this feature and which users can access it. This eliminates the need to copy processes solely to edit them.
• Enhanced Security Account and Password Control: inProcess® has added enhanced features in account security. These additional controls make the system Federal Information Processing Standards (FIPS) 199 certified for a low security classification watermark for organizations needing to comply with Federal security regulations.
• Web Resource Links Enhanced: In prior versions, some web resources could not be verified and therefore a link could not be saved. The system will still warn the user that the link could not be verified, but it will now allow a save.

ENHANCEMENTS

• Attachment/Reference Descriptions: inProcess® web site documents now properly display the same attachment/reference descriptions under the titles.
• Multiple Attachments/References/Processes links: When multiple links to the same attachment/reference/process in the same process are created, the associated document section now lists these links only once.
• Process Description Update: In the procedures section of a process document the title/description of a linked process step (terminator/connector shape) now updates if the linked process' title or description is modified.

For more information about inProcess v3.23, click here.

The Customer Buying Process
By Britain Harvey, Vice President, PMC Solutions

If you want to design your business so that it provides the best possible experience for your customers, you have to think about the customer process. People go through the same steps every time that they look for a product to help them satisfy one of their basic needs. By understanding these steps or processes, you can better understand the customer and come up with ways to better serve the people who buy from you. Let's think about the steps that people go through when they shop for something so that we can come up with some business management tips that will help us build a stronger business.

There are four stages in the customer buying process. First, people recognize that they have a need and go shopping. Next, they find the solution to their need in a product and decide that they are going to buy it. Third, they purchase the item and get ready to use it. Lastly, they start using the item. At each of these steps your company can provide greater service to the customer by making it easier for the customer to move from one step to the next.

To continue reading, click here.

Level 5 Leadership

Recently, we were asked what qualities make a leader great. Here’s what Jim Collins, author of Good to Great, says about what makes a Level 5 leader. Level 5 is the highest level in Collins’ hierarchy of executive capabilities. Leaders at the other four levels may be successful, but are unable to elevate companies from mediocrity to sustained excellence.

To the surprise of the research team, leaders of the "great" companies all displayed Level 5 leadership traits. These leaders are self-effacing, quiet, reserved, and even shy. But they all have a great resolve to do what is necessary to make the company great. Their ambition is first and foremost for the institution, not themselves. They are fanatically driven with the need to produce results and will act with resolve (including firing their brother). Here is a summary of the characteristics of these leaders:

Professional Will

• Creates superb results, a clear catalyst in the transition from good to great
• Demonstrates an unwavering resolve to do whatever must be done to produce the best results, no matter how difficult
• Sets the standard of building an enduring great company; will settle for nothing less
• Looks in the mirror, not out the window, to apportion responsibility for poor results, never blaming other people, external factors, or bad luck

Professional Humility

• Demonstrates a compelling modesty, shunning public adulation; never boastful
• Acts with quiet, calm determination; relies principally on inspired standard, not inspiring charisma, to motivate
• Channels ambition into the company, not the self; sets up successors for even greater success in the next generation
• Looks out the window, not in the mirror, to apportion credit for the success of the company--to other people, external factors, and good luck

So what about all those high profile, charismatic leaders who companies hire to turn themselves around, whether off the street or from other companies? Ten of eleven good to great CEOs came from inside the company, three from family inheritance. The comparison companies hired outsiders six times more often yet they failed to produce sustained great results. In fact, hiring high profile leaders is negatively correlated with sustained transformation.

Think of President Abraham Lincoln as a Level 5 leader. He never let his ego and need for personal recognition get in the way of his primary goal of making a great nation.

Next time, I'll highlight the second success factor in good to great companies: First Who Then What.

Leon Spackman
Director, Business Process Services
Lean Six Sigma Master Black Belt
PMP

Have a question about inProcess®, process management, quality management, or how to make the most out of the expert assistance that PMC Solutions provides? Ask us! Contact Leon Spackman at lspackman@pmcsolutions.com with your burning questions. Maybe you’ll see your question and answer here in the next newsletter.

Process Brainstorming 101

Quantity not Quality
When brainstorming on your own or with a team of people, the goal is to express as many ideas as possible very quickly. Do not self-censor or hesitate before offering an idea. A free exchange is what can help bring your most brilliant ideas to the surface.

Small Groups
Brainstorming works best in groups of up to 15 people. If a group gets too large, some attendees may not feel as comfortable participating.

Brainstorm Alone?
Sure, it's possible. Create a mind map starting with your central theme and branch off that, setting new ideas in different circles that connect to the central theme. Maybe one of your new ideas inspires you, so make it a theme and connect new thoughts to it. This form of mind mapping is commonly used by writers to spark their imagination. The main rules are the same: no self-censorship, set a time limit, and keep writing - the pen must be touching the page the entire time.

Have Fun!
Brainstorming can be fun, and is a great way to boost morale among employees and help them to feel part of the decision making process.

For more information on how inProcess® can help you brainstorm and automate processes for your business, click here.

Abbreviated Pop-ups

So you want to add a lot of text to your process steps, but don't want to cover your entire process map with them? With Abbreviated Pop-Ups you can specify how many lines of text are displayed. The web site visitor may click a link to display the entire pop-up at his or her discretion.

For more new features of inProcess® v3.23, click here.

"Job well done. It's great having the right people talking and working with the right team...makes all the difference! Thank you PMCS!
Pam Cummings
Program Manager
Pacific Northwest National Laboratory

© 2008 PMC Solutions. All rights reserved.