Course Description
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HPO21 PROGRAM DESCRIPTION
(INTRODUCTION)
The HPO21™ Program is a set
of 18 practices packaged with implementation videos and instructions, a
consulting toolkit consisting of spreadsheet, documents and survey tools that
provide unique benefits to business, nonprofit and government organizations,
as well as management and internal consultants.
The HPO21 Program helps business
and nonprofit organizations achieve higher performance and results, including
leadership, strategy, marketing/sales, operation efficiency (in creating,
producing, delivery and support) of high quality products, services or
programs.
The HPO21 Program is perfect for
use as a "consulting model or
framework" that customers can integrate into their own business process.
The HPO21 Program helps organization leaders and managers guide their clients
through a systematic, holistic consulting process designed to get business
and nonprofit clients "strategically aligned" and focused on highly
desirable results described in the previous paragraph.
TOP BENEFITS OF THE HPO21 PROGRAM
1. Teaches how to use over 30
powerful tools for assessment and results boosting
2. Helps achieve better
implementation efficiency, results and success
3. Helps gain more control over
progress and quality outputs of the workforce
4. Provides a "built-in"
role for management or internal
consultants processes
5. Provides excellent motivation
to workforce, operations and customer teams
6. Helps leaders boost financial,
market, strategy and leadership performance
HPO21 PROGRAM
DESCRIPTION (DETAILED)
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HPO21 Lessons 1.1 and 1.2: Organization Profile and Assessment
Lesson Objective:
The student will learn
how to use HPO21 Organizational Profile web-based survey to collect and publish
organization demographics (people, products, services, organization, etc.).
Profile info is ideal to publish on clients web site. Next student will learn how to use the
Organizational Assessment tool (ACI-Xray) to assess all results areas
underlined in the Results Excellence Dashboard (image). Students learn how to
use the web-based ACI-Xray to collect
ratings and narratives from four focus teams (leadership, customer, operations
and workforce) and import these into the ACI-Xray Dashboard.
Value Added:
·
Collects and deploys
key data and information about the organization
·
Measures current
performance of the organization in 16 results areas
·
Pinpoints strengths
and weaknesses with color-coded Dashboard display
·
Displays performance
percent (%) and helps create improvement action plans
Learning Process: Students login to HPO21 online (www.hpo21institute.com) then go to the HPO21 1.1 and 1.2 Standards.
Students watch Videos that introduce the standard, tools and processes, then
they study each Implementation step in the standard, download tools, review
online surveys, and learn how to facilitate the standard for their clients.
END RESULT: The student knows how to help clients
implement the Organization Profile and the ACI-Xray assessment and how to use
HPO21 Metrics Table to help select Key Performance Measures (KPIs) for these
standards
HPO21 Lesson 2.1
Workforce Engagement and Satisfaction
Lesson
Objective: The
student will learn how to use HPO21 Workforce Satisfaction and Voice
of Workforce Assessments to measure
and improve workforce satisfaction and engagement, and how to reinforce a
customer and business focus within the workforce.
Value
Added: If
the organization measures and improves workforce satisfaction and engagement
then there is a higher probability that the workforce will produce better
products and services that satisfy customers and participants who receive them.
Learning
Process: Students login to HPO21 online (www.hpo21institute.com) then go to
the HPO21 2.1 Standard. Students watch Videos that introduce the standard,
tools and processes, then they study each Implementation step in the standard,
download tools, review online surveys, and learn how to facilitate the standard
for their clients.
END
RESULT:
The student knows how to help clients implement the Workforce Satisfaction and
Voice of Workforce Assessments and then use the results to create Workforce
Action Plans aimed at improving workforce engagement and satisfaction. The
student also learns how to use HPO21 Metrics Tables to help select Key
Performance Measures (KPIs) for this standard.
HPO21 Lesson 2.2 Workforce Capability and Capacity
Lesson Objective: The student will learn
how to use HPO21 Capability and Capacity spreadsheet models to measure and
improve workforce capability and capacity, including workforce education,
training, experience, work outputs and onboard vs. demand for work unit job
positions.
Value Added: Improvements in
workforce capability and capacity normally lead to more productive work
outputs, which in turn help create higher quality and value of products,
programs and services (program outputs). More capable workers often contribute
innovative ideas for improving program outputs and outcomes.
Learning Process: Students login to
HPO21 online (www.hpo21institute.com) then go to the HPO21 2.2 Standard.
Students watch Videos that introduce the standard, tools and processes, then they
study each Implementation step in the standard, download tools, review online
surveys, and learn how to facilitate the standard for their clients.
END RESULT: The student knows
how to help clients implement the Workforce Capability and Capacity Assessments
and then use the results to create Workforce Action Plans aimed at improving
workforce excellence. The student also learns how to use HPO21 Metrics Tables
to help select Key Performance Measures (KPIs) for this standard.
HPO21 Lesson 3.1 Key Partner & Supplier Selection and
Performance
Lesson Objective: The student will learn
how to use HPO21 Key Partner/Supplier 7-Criteria Selection and Performance
Assessments tools to select the best key partners and suppliers and to measure
their performance and contributions to the organization.
Value Added: If good partners and
suppliers are selected and perform well, they are more likely to create and
deliver higher quality products, services, supplies, materials, or other
outputs that add value to the organizations program outputs. More capable
partners and suppliers often contribute innovative ideas for improving program
outputs and outcomes.
Learning Process: Students login to
HPO21 online (www.hpo21institute.com) then go to the HPO21 3.1 Standard. Students
watch Videos that introduce the standard, tools and processes, then they study
each Implementation step in the standard, download tools, review online
surveys, and learn how to facilitate the
their clients.
END RESULT: The student knows how
to help clients select good partners and suppliers (of labor), to measure the
actual performance of key partners and suppliers, and then use the results to
add to Workforce Action Plans aimed at improving workforce excellence. The
student also learns how to use HPO21 Metrics Tables to help select Key
Performance Measures (KPIs) for this standard.
HPO21 Lesson 3.2 Workforce Performance and Rewards
Lesson Objective: The student will learn
how to use HPO21 Work Unit Performance Assessment and Work Unit Performance
Matrix tools, as well as how to use these tools to measure and reward workforce
performance using seven criteria:
ü Availability - available on time,
when needed
ü Budget - keeping work output
costs in line with internal budgets
ü Cycle time - getting work done on
schedule, when required
ü Satisfaction - achieving high
satisfaction of co-workers and customers
ü Quality - avoiding rework,
defects and waste that impact quality
ü Workload - keeping up with
workload (inputs vs. outputs)
ü Innovation - offering innovative
ideas/solutions for improvement
Value Added: If the workforce
(employees, contractors, volunteers, etc.) adopt the seven criteria above and
are rewarded appropriately for meeting these criteria, then the organization is
more likely to create better products, services, and program outputs.
Learning Process: Students login to
HPO21 online (www.hpo21institute.com) then go to the HPO21 3.2 Standard. Students
watch Videos that introduce the standard, tools and processes, then they study
each Implementation step in the standard, download tools, review online
surveys, and learn how to facilitate the standard for their clients
END RESULT: The student knows how
to help clients implement the Workforce Performance and Rewards model, and then
use the results to create Workforce Action Plans aimed at improving workforce
performance. The student also learns how to use HPO21 Metrics Tables to help
select Key Performance Measures (KPIs) for this standard.
HPO21 Lesson 4.1 Process Management
Lesson Objective: The student will learn
how to use HPO21 Voice of Customer, Voice of Prospect, ACI-Process Designer and
ACI-Innovators models to understand customer and prospective customer needs and
desires for products, services and programs, and how to use the ACI-Process
Designer and Innovator tools to chart key processes, measure their cycle time
and costs, and apply brainstorming to capture best ideas and solutions for
process improvements as well as changes in the product-service-program
portfolio.
Value Added: If the organization
uses customer/prospect needs and desires to update or add new products,
services and programs then “strategic alignment” occurs (the organization gets
onto the right path to success). If key processes are charted, well documented
and managed, then operational effectiveness (including lower costs and cycle
time) tend to improve and this leads to higher customer satisfaction and value
perception (e.g., loyalty).
Learning Process: Students login to
HPO21 online (www.hpo21institute.com) then go to the HPO21 4.1 Standard.
Students watch Videos that introduce the standard, tools and processes, then
they study each Implementation step in the standard, download tools, review
online surveys, and learn how to facilitate the standard, tools and processes
for their clients.
END RESULT: The student knows how
to help clients implement Process Management, including transforming customer
needs into revised/improved products/services/programs, creating Key Process
Charts and using these to reduce process cycle time and costs. The student also learns how to use HPO21
Metrics Tables to help select Key Performance Measures (KPIs) for this
standard.
HPO21 Lesson 4.2 Project Management
Lesson Objective: The student will learn
how to use ACI- Project Manager model to plan and manage projects and to
improve planning and control of projects. Projects have technical
objectives that must be met, a project start date, a sequential list of
activities to be performed, resources that consume costs and time (people,
materials, suppliers, etc.), planned milestones (events) and a project end
date.
Value Added: If significant
projects are planned and managed well and follow good project management
practices, then they have a higher probability of being completed as scheduled,
within budget, and producing the required technical objectives and outputs.
Learning Process:
Students login to
HPO21 online (www.hpo21institute.com) then go to the HPO21 4.2 Standard.
Students watch Videos that introduce the standard, tools and processes, then
they study each Implementation step in the standard, download tools, review online
surveys, and learn how to facilitate the standard, tools and processes for
their clients.
END RESULT: The student knows how
to help clients implement Project Management Plans and then use the Plans to
track progress, forecast future schedule and cost project outcomes, and how to
take timely and appropriate actions to prevent undesirable project outcomes.
The student also learns how to use HPO21 Metrics Tables to help select Key
Performance Measures (KPIs) for this standard.
HPO21 Lesson 5.1 Administration and Assets Management
Lesson Objective:
The student will learn
how to use ACI-Process Designer and ACI-Innovators models to chart
administration and assets management processes, measure their cycle time and
costs, and apply brainstorming to capture best ideas and solutions for process
improvements.
Value Added: If administration
processes and assets (facilities, equipment, vehicles, tools, machines,
computers, intellectual property, and other assets) are well managed, then
administrative overhead costs can be adjusted to minimize overhead and expenses
appropriate to support the design,
production, delivery and support of program outputs (products and
services).
Learning Process: Students login to
HPO21 online (www.hpo21institute.com) then go to the HPO21 5.1 Standard.
Students watch Videos that introduce the standard, tools and processes, then
they study each Implementation step in the standard, download tools, review
online surveys, and learn how to facilitate the standard, tools and processes
for their clients.
END RESULT: The student knows
how to help clients implement the Administration and Assets Assessments and
then use the results to create Operations Excellence Action Plans aimed at
improving administration and assets managements, costs and outputs. The student
also learns how to use HPO21 Metrics Tables to help select Key Performance
Measures (KPIs) for this standard.
HPO21 Lesson 5.2 Quality and Risk Management
Session Objective: The student will learn
how to use ACI-Process Improvement tools (e.g., team charter, Pareto analysis,
before and after process charts, ACI-Innovator brainstorming, and use of
success stories to share improvements. The student will also learn how to use the
ACI-Risk Manager to identify and mitigate significant risks to the
organization, that could impact workforce, operations, customers, leadership,
stakeholders, and the community.
Value Added: Simple quality
management practices can contribute to higher quality and value programs and
services, which have a positive impact on program outputs and outcomes. Simple
risk management practices can help the organization avoid serious issues or
problems that affect the survival and sustainability of the organization.
Learning Process: Students login to
HPO21 online (www.hpo21institute.com) then go to the HPO21 5.2 Standard.
Students watch Videos that introduce the standard, tools and processes, then
they study each Implementation step in the standard, download tools, review
online surveys, and learn how to facilitate the standard, tools and processes
for their clients.
END RESULT: The student knows how
to help clients implement “six sigma lite” tools and processes, plus a risk
management model, and then use the results to create Operations Excellence
Action Plans aimed at improving processes, solving problems and mitigating or
eliminating significant risks. The student also learns how to use HPO21 Metrics
Tables to help select Key Performance Measures (KPIs) for this standard.
HPO21 Lesson 6.1 Program Outputs
Session Objective: The student will learn
how to use Voice of Customer and Voice of Prospect surveys to measure the value
of each product, program or service, in the eyes of the customer or participant
who receives these outputs. The student will learn how to use requirements
specifications, and tools for analysis of product/service/program positioning,
costs, cycle time and profitability.
Value Added: If customers
(participants) rate products, programs and services high in value, then the
organization has achieved a major success objective and the key customers,
stakeholders or contributors (funders) will be more likely to view these high
ratings as a good purchase or investment, which normally leads to continued
purchases and investment.
Learning Process: Students login to
HPO21 online (www.hpo21institute.com) then go to the HPO21 6.1 Standard.
Students watch Videos that introduce the standard, tools and processes, then
they study each Implementation step in the standard, download tools, review
online surveys, and learn how to facilitate the standard, tools and processes
for their clients.
END RESULT: The student knows how
to help clients analyze customer or participant views of
products/services/programs and use several tools to improve positioning, costs,
cycle time and profitability or net returns. The student also learns how to use
HPO21 Metrics Tables to help select Key Performance Measures (KPIs) for this
standard.
HPO21 Lesson 6.2 Program Outcomes
Session Objective: The student will learn
how to use HPO21 ACI-Innovator (brainstorming) Program Outcome Prioritization
Matrix, Program Outcome Maps, Theory of Change techniques and Program Outcome
Strategy Action Plans to establish desired program outcomes.
Value Added: If the organization
identifies and establishes excellent desired program outcomes - and eliminates
or significantly reduces undesired program outcomes - then the organization is
more likely to accomplish a mission that maximizes its value to all of its stakeholders.
Learning Process: Students login to
HPO21 online (www.hpo21institute.com) then go to the HPO21 6.2 Standard.
Students watch Videos that introduce the standard, tools and processes, then
they study each Implementation step in the standard, download tools, review
online surveys, and learn how to facilitate the standard, tools and processes
for their clients.
END RESULT: The student knows how
to help clients implement establish or strategically align program outcomes and
then use Theory of Change, Process Maps and Strategic Action Plans to help the
organization achieve its desired program outcomes. The student also learns how
to use HPO21 Metrics Tables to help select Key Performance Measures (KPIs) for
this standard.
HPO21 Lesson 7.1 Key Stakeholders Satisfaction and Value
Key stakeholders (e.g., investors, owners, foundations, funders, other
contributor stakeholders) include people or outside organizations who have an
interest in or investment in the organization and who are impacted by and care
about the organizations results, outputs and outcomes.
Session Objective: The student will learn
how to use Voice of Stakeholder surveys to measure the stakeholder’s value
perception of the organizations results, outputs and outcomes. The student will
then learn how to use the results of the Voice of Stakeholder surveys to create
or update Customer Excellence Action Plans.
Value Added: If the organization
measures and improves the satisfaction and value perceptions of its key
stakeholders then the organization is more likely to achieve long-term marketplace
success, and capture more funding and critical support required for
organization survival and sustainment.
Learning Process: Students login to
HPO21 online (www.hpo21institute.com) then go to the HPO21 7.1 Standard.
Students watch Videos that introduce the standard, tools and processes, then
they study each Implementation step in the standard, download tools, review
online surveys, and learn how to facilitate the standard, tools and processes
for their clients.
END RESULT: The student knows how
to help clients implement the Voice of Stakeholder and other Stakeholder
Assessments and then use the results to create or update Customer Excellence
Action Plans aimed at improving stakeholder satisfaction and value. The student
also learns how to use HPO21 Metrics Tables to help select Key Performance
Measures (KPIs) for this standard.
HPO21 Lesson 7.2 Customer or Participant Satisfaction and Value
Customer or Participants include people or outside organizations who have a need and
desire for the organizations outputs (products/services/programs).
Session Objective: The student will learn
how to use Voice of Customer and Customer Satisfaction surveys to measure the
customer’s value perception of the organizations products/services/programs
offerings. The student will then learn how to use the results of these surveys
to create or update Customer Excellence Action Plans.
Value Added: The organization
understands how to capture the "voice of the customer" and customer
satisfaction surveys to understand customer/participant needs, requirements,
expectations and desires. Once "voice of customer and satisfaction"
factors are understood, the organization is better able to improve its
products, services or programs. The satisfaction of customers/participants is
of significant importance to key stakeholders and prospective customers.
Learning Process: Students login to
HPO21 online (www.hpo21institute.com) then go to the HPO21 7.2 Standard.
Students watch Videos that introduce the standard, tools and processes, then
they study each Implementation step in the standard, download tools, review
online surveys, and learn how to facilitate the standard, tools and processes
for their clients.
END RESULT: The student knows how
to help clients implement the Voice of Customer and Satisfaction Assessments
and then use the results to create or update Customer Excellence Action Plans
aimed at improving customer satisfaction and value. The student also learns how
to use HPO21 Metrics Tables to help select Key Performance Measures (KPIs) for
this standard.
HPO21 Lesson 8.1 Financial Management
Session Objective: The student will learn
how to use HPO21 CFO/CPA Financial Performance Assessment and the HPO21
Product/Service Value Contribution tool to measure current financial
performance, understand financial contribution of key products, services and
programs and understand how financial performance results differ by market
segments and customer/participant groups.
Value Added: If the organization
understands and manages its financial performance well, improves its forecasts
of income streams, and reduces or eliminates its low or non-value added costs
and expenses, then it is more likely to provide better financial reporting
information for decision making, and revenue needed for organization
sustainment, stability and growth.
Learning Process: Students login to
HPO21 online (www.hpo21institute.com) then go to the HPO21 8.1 Standard.
Students watch Videos that introduce the standard, tools and processes, then
they study each Implementation step in
the standard, download
tools, review online surveys, and learn how to facilitate the standard, tools
and processes for their clients.
END RESULT: The student knows how
to help clients implement the CFO/CPA Financial Performance Assessment and
Product/Service Value Contribution tools, and then use the results to create
Leadership Excellence Action Plans aimed at improving financial management and
results. The student also learns how to use HPO21 Metrics Tables to help select
Key Performance Measures (KPIs) for this standard.
HPO21 Lesson 8.2 Revenue Capture Effectiveness
Marketplace
Performance depends on Revenue Capture Effectiveness
Session Objective: The student will learn
how to use HPO21 Opportunity Marketing and Sales tools and Opportunity
Marketing Guide document to improve the revenue/sales capture process and
effectiveness.
Value Added: If the organization
creates and maintains a successful revenue capturing process that capture new
purchases or demands for its products, services or programs, then the organization is more likely to
survive, grow its market share and customer/participant numbers, and accomplish
its mission.
Learning Process: Students login to
HPO21 online (www.hpo21institute.com)then go to the HPO21 8.2 Standard.
Students watch Videos that introduce the standard, tools and processes, then
they study each Implementation step in
the standard, download
tools, review online surveys, and learn how to facilitate the standard, tools
and processes for their clients.
END RESULT: The student knows how
to help clients implement the HPO21 Opportunity Marketing Process and Guide and
then use the results to create Leadership Excellence Action Plans aimed at
improving revenue capture effectiveness and sales/business capture results. The
student also learns how to use HPO21 Metrics Tables to help select Key
Performance Measures (KPIs) for this standard.
HPO21 Lesson 9.1 Strategy Alignment and Accomplishment
Strategic Alignment is the organized progressive flow of mission, strategy,
programs, outcomes, targets, measures, tools, training and results (see header
image). Strategy Accomplishment is
completing strategic goals.
Session Objective: The student will learn
how to use HPO21 Strategy Alignment, Planning and Accomplishment tools to
achieve organization strategic alignment, set strategic goals and objectives
and measure progress of strategic goal action plans (strategy accomplishment).
Value Added: If the organization
achieves “Strategic alignment,” creates and accomplishes excellent Strategic
Goals and Objectives, then there is a higher probability that the organization
will maximize its value to all of its stakeholders, including workforce, key suppliers,
leaders, stakeholders contributors, owners, community and especially customers
or participants.
Learning Process: Students login to
HPO21 online (www.hpo21institute.com), go to the HPO21 9.1
Standard, watch Videos that introduce the standard, tools and processes, then
they study each Implementation step in the standard, download tools, review
online surveys, and learn how to facilitate the standard, tools and processes
for their clients.
END RESULT: The student knows how
to help clients implement the HPO21 Strategic Alignment and Accomplishment
tools and then use the results to create Leadership Excellence Action Plans
aimed at improving strategic alignment and strategic goals/objectives
accomplishment. The student also learns how to use HPO21 Metrics Tables to help
select Key Performance Measures (KPIs) for this standard.
HPO21 Lesson 9.2 Leadership and Social Impact
Leadership is maximizing the
value of the organization to all stakeholders.
Social Impact is value added by the
organization to communities it serves.
Session Objective: The student will learn
how to use HPO21 Leadership and Community Impact Assessment tools to help
create a framework for a sustainable organization, who contributes positive
outcomes and impact to communities it serves. The student also learns the HPO21
Community of Excellence model which may be used to creates “strategic alliance
networks” of community businesses and nonprofits, aimed at boosting economic
results (revenue, jobs, tax, etc.).
Value Added: If the organization
senior leaders exhibit positive personal actions and behaviors aimed at
maximizing the value of the organization to all of its stakeholders (including
employees, volunteers, contractors, partners, suppliers, leaders, contributors,
community and participants), then the organization is more likely to achieve
its mission, provide a positive social and community impact, and achieve
organization desired program outcomes.
Learning Process: Students login to
HPO21 online (www.hpo21institute.com), go to the HPO21 9.2
Standard, watch Videos that introduce the standard, tools and processes, then
they study each Implementation step in the standard, download tools, review
online surveys, and learn how to facilitate client standard/tools/processes.
END RESULT: The student knows how
to help clients implement the HPO21 Leadership and Social Impact tools and
processes and how to create Leadership Excellence Action Plans aimed at
improving leadership, positive social impact, and Communities of Excellence.
The student also learns how to use HPO21 Metrics Tables to help select Key
Performance Measures (KPIs) for this standard.
CERTIFICATE OF COMPLETION - Each student who completes this course receives a Certificate
of Completion. The value of this HPO21 Institute signed certificate is as
follows:
·
HR Managers can use it as an extra learning certificate that
helps document their learning experience
·
Managers can use it to show that they have capability and
knowledge to be Internal Consultants
·
Management Consultants can use it to become Authorized HPO21
Solution Providers for their clients
·
Management Consultants can use it to earn revenue from the HPO21
Institute Value Added Reseller program
