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The Air Products Profile: Best Practices in Integration Product Image

The Air Products Profile: Best Practices in Integration

  • Published: March 2007
  • Region: World
  • 107 Pages
  • American Productivity & Quality Center, APQC

This report is the fourth report in a series of publications that complies years of benchmarking research and tells the story of an organization’s continuous improvement efforts. Unlike a report that simply indicates an organization’s current perspective, this series details research from the early days of improvement efforts through to the organization’s mature outlook as it experiences successes.

Readers have an opportunity to examine how an organization began its improvement efforts, how its focus evolved, and what challenges it has faced. This is an excellent way to compare your own organization’s improvement efforts.

Unlike a focused benchmarking report, this series illustrates how organizations make improvement efforts in a variety of ways that often intentionally or inadvertently have a synergistic effect. The result is a powerful momentum in gaining management and financial support, as well as applying past lessons learned to new improvement efforts and seeing quicker results.

The information in this report is from seven consortium benchmarking studies conducted over three years. The information was captured by our study teams during READ MORE >

Preface 5
Foreword 7

Air Products and Chemicals and Integration 9
New Product Development 14
New Product Development Best Practices 16
The Road to Success 23
Organizational Approach and Project Teams 25

Culture and Commitment 26
Lessons Learned 27
Expertise Locator Systems 29
Design and Features 30
Implementation and Launch 32
Technology and Maintenance 33
Measures and Results 34
Lessons Learned 35
Best Practices Transfer 37
Overview of the Transfer of Best Practices Strategy and Process 38
Measures and Results 41
Lessons Learned 44
Business Process Management 45
Process Governance Structure 47
A Vision for Collaboration 52
Measuring Maturity 52
Implementing and Sustaining BPM 53
Evaluation and Results 55
Lessons Learned 56

The Total Customer Experience 58
Customer Experience 58
Understanding the Business Case for Managing the Total Customer Experience 61
Organizational Structure and Support Implications of Managing the Total Customer Experience 62
Investigating the Business Process Changes Required to Create aTotal Customer Experience 64

Measuring the Impact of Managing the Total Customer Experience 65
Lessons Learned 66
Communities of Practice 67
COP Strategy 70
Planning and Starting COPs 72
Community Structure and Processes 76
Sustaining, Institutionalizing, and Decommissioning COPs 78

Measuring Health and Effectiveness of COPs 80
Business Process Management and IT 82
People as a Process 96
Lessons Learned 100
Enterprise-Wide Innovation 101
About APQC 105
APQC Benchmarking Methodology

Format Properties
Electronic (PDF) The report will be emailed to you. The report is sent in PDF format. This is a single user license, allowing one specific user access to the product.
Hard Copy A printed copy of the report will be shipped to you.
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