| HPO21 - 21st Century Training and Tools to Create High Performance Organizations |
- HPO21 COURSE SYLLABUS AND OUTLINE
- Below is the complete course syllabus and outline in detail. As you will see the course is broken into four areas of
excellence training and tools: (Leadership, Customer, Operations and Workforce).
- LEADERSHIP EXCELLENCE (4 Hours) Leadership Excellence is about maximizing the value of the organization to
all stakeholders, including workforce, customers, owners, key suppliers, partners and the community.
- Sessions 1, 2, 3 and 4 Leadership Excellence train and equip your leaders with best practices and tools they use to
systematically improve financial and market performance, strategic planning and accomplishment, information and
knowledge management and overall leadership and social responsibility and contributions. "It is important to observe
that Leadership Excellence is directly impacted by Workforce, Operations and Customer Excellence. To achieve this level
of Leadership Excellence, AfCI conducts online training and provides online access to a set of tools (part of our HPO21
Program). Students take an online Leadership Excellence Test to measure their level of knowledge and capability after
attending Sessions 1 through 4. Here is what you learn:
- [ ] How to use the ACI-Xray tool to assess your current organization or program
[ ] How to setup program excellence teams aligned with outcome goals
[ ] How to create program mission, goals, objectives, vision and values
[ ] How to establish program outcome goals aligned with customer requirements
[ ] How to capture key customer needs and expectations with web based tools
[ ] How to capture key stakeholder needs and expectations with web based tools
[ ] How to capture workforce capabilities and needs with web based tools
[ ] How to create and conduct the S.W.O.T. Assessment (online)
[ ] How to transform S.W.O.T. Assessment results into strategic objectives
[ ] How to use the program Prioritization matrix to prioritize strategic objectives
[ ] How to select, balance and align strategic objectives with outcome goals
[ ] How to integrate customer, stakeholder & workforce needs into Team Charter
[ ] How to select performance measures and targets for your program
[ ] How to transform prioritized strategic objectives into strategic action plans
[ ] How to plan and manage labor and non-labor resources in strategic action plans
[ ] How to create and update the final Strategic Plan - (G.P.R.A. Model)
[ ] How to execute strategic action plan deployment agreements
[ ] How to deploy the strategic plan and action plans throughout the Program
[ ] How to create and input strategic action plan measures
[ ] How to select and review Financial, Market, Strategy and Leadership Metrics
[ ] How to conduct monthly performance reviews of the total organization
- Click Here to view this extensive list of Leadership policies, practices and tools that students receive.
- CUSTOMER EXCELLENCE (2 hours) Customer Excellence is about getting great products & services into the
hands of satisfied customers, and gaining loyalty of customers to help increase market share. Sessions 5 and 6 train
and equip your sales, marketing and customer contact and relationship people with best practices and tools they use to
systematically improve product and service performance in the eyes of customers, customer satisfaction and customer-
perceived value (compared to competitors). When customer excellence is achieved then new and loyal customers tend to
buy more products and services. Improvements in customer-perceived value tend to increase market share. "It is
important to observe that Customer Excellence is directly impacted by Workforce and Operations Excellence. To achieve
this level of Customer Excellence, AfCI conducts online training and provides online access to a set of tools (part of our
HPO21 Program). Students take an online Customer Excellence Test to measure their level of knowledge and capability
after attending Sessions 5 and 6. Here is what you learn:
- [ ] How to identify and prioritize customers and stakeholders
[ ] How to create and maintain a customer/stakeholder contact database
[ ] How to identify sample groups and calculate sample sizes for surveys
[ ] How to conduct customer needs assessments
[ ] How to use multiple listening posts for customer and stakeholder needs
[ ] How to conduct stakeholder expectations assessments
[ ] How to conduct special products and services assessments
[ ] How to create and use post-assessment action plans
[ ] How to implement a powerful Opportunity Marketing/Capture system
[ ] How to measure customer satisfaction with products and services
[ ] How to translate customer needs into product requirements specifications
[ ] How to measure customer and stakeholder value perception of the program
[ ] How to select and establish and collect meaningful customer measures
[ ] How to select and review Customer/Stakeholder Metrics with Program Scorecard
Click here to view the extensive set of Customer Excellence policies, practices and tools that students receive
- WORKFORCE EXCELLENCE (2 HOURS) Workforce Excellence is about satisfied, capable, engaged and
motivated workers that are the foundation of organizational growth. Sessions 7 & 8: Workforce Excellence: train and equip
"Workforce supervisors, managers and human resource personnel with best practices and tools they use to
systematically improve workforce satisfaction, workforce capability (including job training), workforce engagement and
workforce performance. The foundation of any organization is its workforce. It works like this: "A satisfied, capable, well-
trained, and engaged workforce is available on-time, when needed, is sensitive to cost reduction goals, meets schedule
demands, strives for customer satisfaction, eliminates or significantly reduces waste or rework and stays productive." To
achieve this level of Workforce Excellence, AfCI conducts online training and provides online access to a set of tools (part
of our HPO21 Program). Students take an online Workforce Excellence Test to measure their level of knowledge and
capability after attending Sessions 7 and 8. Here is what you learn:
- [ ] How to use strategic plan to define program staff qualifications/needs
[ ] How to use process charts to define program staff requirements
[ ] How to create the responsibility assignment matrix for program teams
[ ] How to establish program excellence focus teams
[ ] How to create program staff position and focus team descriptions
[ ] How to create and conduct the education and training needs Assessment
[ ] How to use process charts to create, improve staff training and education
[ ] How to create and conduct post-training effectiveness assessments
[ ] How to create and use program team career road maps
[ ] How to create and conduct job position hiring assessments to hire staff
[ ] How to implement a program performance-based rewards process/practice
[ ] How to create and conduct staff satisfaction and well-being assessments
[ ] How to select and review Workforce Metrics using Program Scorecard
Click here to view the extensive set of Workforce Excellence policies, practices and tools that students receive
- OPERATIONS EXCELLENCE (2 HOURS) Operations Excellence is about excellent design, production, delivery and
support processes that create great products & services - in the eyes of the customers & markets. Sessions 9 and 10
train and equip "Operations Process Managers, Project Managers, Quality and Risk Managers with best practices and
tools they use to systematically improve process management, project management, administration and facilities
management and quality and risk management. When operations are excellent, then high quality products and services
are purchased by new and loyal customers. "It is important to observe that Operations Excellence is directly impacted by
Workforce Excellence." (Don't lose site of the ACI-Xray bottom-to-top drivers). To achieve this level of Operations
Excellence, AfCI conducts online training and provides online access to a set of tools (part of our HPO21 Program).
Students take an online Operations Excellence Test to measure their level of knowledge and capability after attending
Sessions 9 and 10. Here is what you learn:
- [ ] How to identify core competencies required for success
[ ] How to use translate core competencies into internal work processes
[ ] How to define key work process requirements
[ ] How to manage key projects using earned value management system (EVMS)
[ ] How to ensure that "right resources" (people, material, etc.) are there as needed
[ ] How to manage costs to budgets in both process and project management cases
[ ] How to reduce "cycle time" for key processes (leading to reduced cost)
[ ] How to measure "customer satisfaction" in both internal and external scenarios
[ ] How to reduce "defects and rework" to improve quality and reduce cost & time
[ ] How to use technology to achieve higher "productivity" of the workforce
[ ] How to use process improvement to reduce program service cycle time/costs
[ ] How to use process improvement to improve key process and services
[ ] How to prepare for emergencies or disasters
[ ] How to implement a simple yet effective Risk Management program
[ ] How to select and review Operations Metrics using Program Scorecard
- Click here to view the extensive set of Operations Excellence policies, practices and tools that students receive
STUDENT TESTS AND CERTIFICATES OF COMPLETION
AfCI asks that business leaders decide as to whether or not to require testing, since tests require additional time for the
workforce. If approved, AfCI recommends that all students agree to take four online tests designed to show student
understanding of the material presented as well as the tools in the HPO21 toolkit. Students that attend all 10 sessions
and pass all four tests (with a grade of 75% or higher) receive a Certificate of Completion.
Test 1 - Leadership Excellence: After completion of sessions 1, 2, 3 and 4 students will be asked to test their knowledge
using an online testing program.
Test 2 - Customer Excellence: After completion of sessions 5 and 6, students will be asked to test their knowledge using
an online testing program.
Test 3 - Operations Excellence: After completion of sessions 7 and 8, students will be asked to test their knowledge
using an online testing program.
Test 4 - Workforce Excellence: After completion of sessions 9 and 10 students will be asked to test their knowledge
using an online testing program.