Nestle Purina Presentation by liuqingyan

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									  Customer Development Group


            Ami Curtis, Ph.D.
        Manager, Quality Systems
       Customer Development Group

Nestlé Purina PetCare
           Nestle Overview…




Nestlé Purina PetCare
      Nestle Purina Overview…




Nestlé Purina PetCare
            Winner ~ Missouri Quality Award

Demonstrated Excellence
in...
• Leadership
• Strategic Planning
• Customer Focus
• Measurement, Analysis, &
Knowledge Management
• Human Resource Focus
• Process Management
• Results
        Modeled after the U.S. Commerce Department Malcolm Baldrige
                            National Quality Award
   Nestlé Purina PetCare
How we “implement Baldrige” throughout
          our organization…



                         “hmm…
                            …we didn’t”




 Nestlé Purina PetCare
                What did we do?

I’ll get to that in just a moment…




  Nestlé Purina PetCare
  Top 6 ways to turn Purina off of Baldrige…
       (what we wish hadn’t have done)

1. Hired a consultant who didn’t know our
   business
2. Inadequately trained 100 people & organized
   them into 7 category teams
3. Had the teams spend months creating
   process maps
4. Didn’t make a business case
5. Didn’t align Baldrige with the company
   blueprint or reward system
6. Took a top down approach

  Nestlé Purina PetCare
     A little cultural background…

Unprecedented empowerment

Rewarded based on results




  Nestlé Purina PetCare
Nestlé Purina PetCare
                    What we did…
1. Utilized associates in line positions

2. Created a small core team of associates and had
   them become trained/experienced examiners
3. Didn’t mention “Baldrige”, “Categories”, or “Items”
   to anyone outside of leadership and the small core
   team
4. Tested linkages to business results for everything
   we implemented
5. Aligned improvement activities within the model that
   was already utilized                      Business Organization



6. Created energy and momentum from                      People


   the bottom-up
    Nestlé Purina PetCare
How we started momentum from
       the bottom-up




Nestlé Purina PetCare
       Impacting the bottom line…
                          RIG




                      Link
  Customer                    Employee
Satisfaction (CSI)          Capabilities (OCQ)
  Nestlé Purina PetCare
  The Organizational Capabilities
     Questionnaire (OCQ)…
Annual, comprehensive length survey
Anonymous
Measures the ways the organization
impacts the corporate strategy
Tailored to each organization




Nestlé Purina PetCare
Survey items based on our key strategic processes…

                Customer Relationship Management


          Sales Management


                 Distribution, Delivery, Order Mgmt

                      Accounting & Financial Management


                        Team Effectiveness

                     Leadership Effectiveness


    Nestlé Purina PetCare
Sometimes you just have to brag…



      97%
    Response
      Rate
Nestlé Purina PetCare
                         How?…
Specific to the organization
   – Blends business and people measures


CDG takes action on the results every year
 – Associates have seen clear changes in the organization based
   on survey results



Trust in the process
 –Used for continuous improvement ONLY



 Nestlé Purina PetCare
The OCQ provides three levels of
           action…
Teams

Leaders

Organization-wide




 Nestlé Purina PetCare
            Team level action…

Your Team Report

   Responses of those who report
   directly to you.

   Only team members will see
   their team report.

   Scores are not as important as
   the action they drive.


 Nestlé Purina PetCare
The development of team action
plans at all levels is required...


                                                •Action Planning                                        •Planning for Follow-Up

                                                                                            •Follow-
                                                                                 •Target     up date
                           •OCQ Item & Action                      •Resources                             •How will you measure success?
                                                    •Owner(s)                   Completio      (if
                              •Step Detail                          Required                            •(Other than next year’s OCQ score)
                                                                                    n       applicabl
                                                                                               e)

                        •OCQ Opportunity 2:
                        •(Optional)


                        •Action 1.




                        •Action 2.




                        •Action 3.




Nestlé Purina PetCare
Nestlé Purina PetCare
      Leadership level action…
               Your Leadership Report
                Responses of those who report directly
              to you.

                Only the team leader receives his or
              her leadership report.


      **Senior leadership will only see a ‘roll-up’ of scores.
      They will not have access to individual reports.




Nestlé Purina PetCare
      Organizational level action…

Work out sessions

Based on GE Model

Held once per year

40 associates brought in for 1 week



 Nestlé Purina PetCare
      Previous work out topics…

People
   Career Development
   Coaching
   Training
   Work/Life Balance
Sales/Marketing Alignment
Go-To-Market Strategy
Customization
Business Planning
Best Practice Deployment

Nestlé Purina PetCare
       Impacting the bottom line…
                          RIG




                      Link
  Customer                    Employee
Satisfaction (CSI)          Capabilities (OCQ)
  Nestlé Purina PetCare
Key features of the C.S.I. process…
Short, post card allowing completion in less than one
minute
Administered every 24 months
Items focus on controllable, day-to-day issues
Cards delivered by hand
Provides direct access to customer responses
Reports generated by account, account team,
customer function, and region
Focus is to improve relationships with key customers



 Nestlé Purina PetCare
            Creating momentum


Over the past nine years, roughly 20% of RIG
increases/decreases can be explained by
variation in CSI scores.




 Nestlé Purina PetCare
                     Summary
You don’t have to “implement Baldrige” to
implement Baldrige.

Take an approach that fits with your culture.

Link your continuous improvement activities
to the business/hard side as much as possible
to build it into the culture.

Start from where you are and build.

 Nestlé Purina PetCare
                   Questions?




Nestlé Purina PetCare

								
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