Job map

PSU MGMT 410:! Product Innovation for Shared Value !

Individual Job Mapping Assignment!

P o r t l a n d S t a t e U n i v e r s i t y !

Job Map Process Diagram

Plan the cut Adjust the saw Start the cut Operate the saw

Complete the cut Maintain the saw

OUTCOME STATEMENTS

M i n i m i z e t h e t i m e i t t a k e s t o m e a s u r e o f f t h e w i d t h o f a c u t

M i n i m i z e t h e t i m e i t t a k e s t o m a r k t h e c u t l i n e

M i n i m i z e t h e t i m e i t t a k e s t o d e t e r m i n e w h a t t y p e o f c u t i s b e s t

Job statement

Job step statement

Outcome statement

Cutting a piece of wood

-ULWICK 2005

THE STRUCTURE OF A JOB STATEMENT

Determine... the current value of an antique when at an auction,….e.g. fair market value, going rate, etc.

Verb Object of the verb

Contextual clarifier Example of object of the verb

Options: 1)  Determine the current value of an antique. 2)  Determine the current value of an antique when at an auction. 3)  Determine the current value of an antique when at an auction e.g. fair market

value, going rate etc.

-ULWICK & BETTENCOURT 2008

You pick it !!

The Job

THE STRUCTURE OF A JOB STEP STATEMENT

Plan the cut Adjust the saw Start the saw Operate the saw Complete the cut Maintain the saw

Verb Noun

Minimize the time it takes to verify the accuracy of a desired outcome

with a customer, e.g. its meaning, completeness, exactness, etc.

Direction of Improvement Unit of measure Object of control

Contextual clarifier Example of object of the verb

Options: 1)  Minimize the time it takes to verify the accuracy of a desired outcome 2)  Minimize the time it takes to verify the accuracy of a desired outcome with a customer. 3)  Minimize the time it takes to verify the accuracy of a desired outcome with a customer e.g.

its meaning, completeness, exactness etc.

-ULWICK & BETTENCOURT 2008

THE STRUCTURE OF A DESIRED OUTCOME STATEMENT

Begin all statements about emotional jobs with one of the following:

- “feel” or “feeling” - “avoid feeling” - “be perceived as” or “avoid being perceived as”

- Bettencourt 2010

Emotional “Jobs”

Functional and Emotional “Jobs”

How does the customer or

customer team feel when they are

doing the job?

How well is the customer or customer team getting the job done?

C u st

o m

er

E xp

er ie

n ce

“Avoid feeling anxious” “Minimize the number of steps to set the device”

Emotional Highs and Lows H

ig h

L o

w

Job Step 2 Job Step 10 Job Step 5

Observe the job the customer is trying to get done

Example – Option 1

Plan the cut Adjust the saw Start the cut Operate the saw

Complete the cut Maintain the saw

OUTCOMES

M i n i m i z e t h e t i m e i t t a k e s t o m e a s u r e o f f t h e w i d t h o f a c u t

M i n i m i z e t h e t i m e i t t a k e s t o m a r k t h e c u t l i n e

M i n i m i z e t h e t i m e i t t a k e s t o d e t e r m i n e w h a t t y p e o f c u t i s b e s t

Cutting a piece of wood

-ULWICK 2005

Avoid feeling anxious

Example – Option 2

Plan the cut Adjust the saw Start the cut Operate the saw

Complete the cut Maintain the saw

OUTCOMES

M i n i m i z e t h e t i m e i t t a k e s t o m e a s u r e o f f t h e w i d t h o f a c u t

M i n i m i z e t h e t i m e i t t a k e s t o m a r k t h e c u t l i n e

M i n i m i z e t h e t i m e i t t a k e s t o d e t e r m i n e w h a t t y p e o f c u t i s b e s t

Cutting a piece of wood

-ULWICK 2005

Avoid feeling anxious …

Example – Option 3

Plan the cut Adjust the saw Start the cut Operate the saw

Complete the cut Maintain the saw

OUTCOMES

M i n i m i z e t h e t i m e i t t a k e s t o m e a s u r e o f f t h e w i d t h o f a c u t

M i n i m i z e t h e t i m e i t t a k e s t o m a r k t h e c u t l i n e

M i n i m i z e t h e t i m e i t t a k e s t o d e t e r m i n e w h a t t y p e o f c u t i s b e s t

A v o i d f e e l i n g a n x i o u s …

Cutting a piece of wood

-ULWICK 2005

Syllabus

•  Eight job steps •  Three to five outcome statements per job step •  24 to 40 outcome statements total

Rule Book 1. Job statement must state the task, activity or goal the customer is trying to get done.

2. All statements must be free from solutions and specifications—and stable over time.

3. All statements must not include words that will cause ambiguity or confusion, e.g., certain adjectives and adverbs, pronouns, process words, jargon, acronyms, etc.

4. All statements must be specific without sacrificing brevity.

5. All statements must follow the rules of proper grammar.

6. Do not use different terms to describe the same item, activity, etc. from statement to statement; be consistent in language.

7. All statements must have consistent structure, content and format.

8. Job statements must be introduced with an action verb

9. Job statements must relate to a predefined demographic and context.

10. Outcome statements must relate to a primary job of interest (the job under study) and not an ancillary job.

11. Outcome statements must be introduced with only one of two words: minimize (90%) increase (10%).

12. Outcome statements must contain a metric (time, likelihood, number) so performance can be measured.

13. Examples added to the end of a statement for purposes of clarification must be similarly and consistently formatted.

14. All statements must be usable in all downstream activities, e.g., questionnaires, for deployment.�

Format

Plan the cut Adjust the saw Start the cut Operate the saw

Complete the cut Maintain the saw

OUTCOME STATEMENTS

M i n i m i z e t h e t i m e i t t a k e s t o m e a s u r e o f f t h e w i d t h o f a c u t

M i n i m i z e t h e t i m e i t t a k e s t o m a r k t h e c u t l i n e

M i n i m i z e t h e t i m e i t t a k e s t o d e t e r m i n e w h a t t y p e o f c u t i s b e s t

Cutting a piece of wood

Format

Plan the cut Adjust the saw Start the cut Operate the saw

Complete the cut Maintain the saw

OUTCOME STATEMENTS

Cutting a piece of wood

Format

Plan the cut Adjust the saw Start the cut Operate the saw

Complete the cut Maintain the saw

OUTCOME STATEMENTS

Cutting a piece of wood

Format

Plan the cut Adjust the saw Start the cut Operate the saw

Complete the cut Maintain the saw

OUTCOME STATEMENTS

Cutting a piece of wood

Format

Plan the cut Adjust the saw Start the cut Operate the saw

Complete the cut Maintain the saw

OUTCOME STATEMENTS

Cutting a piece of wood

Format

Plan the cut Adjust the saw Start the cut Operate the saw

Complete the cut Maintain the saw

OUTCOME STATEMENTS

Cutting a piece of wood

Format

Plan the cut Adjust the saw Start the cut Operate the saw

Complete the cut Maintain the saw

OUTCOME STATEMENTS

Cutting a piece of wood

THANK YOU AND GOOD LUCK

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