Application: Creating a Process-Oriented Culture

A process-oriented culture does not just happen within an organization. To successfully change the culture, the support of senior management is needed. A process-oriented culture can require reorganization of management teams so managers can become responsible for specific process. In other words, the organization explicitly states who owns each of the core processes. Current process improvement initiatives should also be re-examined to determine if they align with creating a process-oriented culture and the organization's strategic objectives. Focusing on this alignment can minimize the harmful results from having too many disconnected process improvement initiatives.

For this Application, review the Hammer & Stanton article assigned in Week 1. After reading the Pinnacle case study, including Exhibit 6 within the case study, prepare an analysis that addresses the following questions:

1. What are the requirements for creating a process-oriented culture in an organization?
2. To what extent does Pinnacle West address these requirements?
3. Where is it lacking? Where are there gaps?
4. What can you generalize from your analysis of this case study to apply to planning your business process improvement project?