Trillium Capability Areas, Roadmaps and Practices.
Capability Area 1: Organizational Process Quality

This Capability Area includes two Roadmaps: Quality Management and Business Process Engineering.

The Organizational Process Quality capability covers management strategy, Total Quality Management (TQM) and organizational planning.

Roadmap 1.1: Quality Management

This Roadmap covers the practices that demonstrate that there is organizational leadership in quality management.

Level 2

Business Planning

1.1.2.1
The organization has a well-defined three-year business plan [Bellcore TR-NWT-000179 3.4.3-4] [MB 3.0] [Trillium].

1.1.2.2
Commitment to quality, employees, shareholders and customers is integrated in the business plan, and backed by specific and concrete programs [ISO 9001 4.1.1] [ISO 9000-3 4.1.1.1] [MB 3.1 & 3.2] [Trillium].

TQM Program

1.1.2.3
An organization-wide TQM program has been initiated [MB 1.0] [Trillium].

1.1.2.4
Resources have been allocated to the TQM program [Roadmap Trillium 1.1.2.3].

1.1.2.5
All of the organization's executives have been trained in TQM [Roadmap Trillium 1.1.2.3].

Quality System Leadership

1.1.2.6
The organization has a manager with authority and responsibility for ensuring that quality system requirements (including those of ISO 9001) and needs are implemented and maintained [ISO 9001 4.1.2.3] [ISO 9000-3 4.1.1.2.3] [Trillium].

Level 3

Business Planning

1.1.3.1
The organization has a strategic and business plan with clear organizational (i.e., cross-functional) quality and performance goals [Bellcore TR-NWT-000179 3.4.3-4] [MB 3.2 b&c] [Trillium].

1.1.3.2
All organizational entities, down to the middle management span of control, have their own well-defined three-year business plan, aligned with the organization's business plan [Roadmap Trillium 1.1.2.1].

TQM Program

1.1.3.3
An organization-wide TQM program is fully deployed [MB 1.1 & 1.2] [Trillium].

TQM Training

1.1.3.4
All of the organization's middle managers have been trained in TQM [Roadmap Trillium 1.1.2.5].

1.1.3.5
All managers in the organization receive required training in teamwork [SEI IC Ability 3].

1.1.3.6
The members of marketing, engineering and support groups receive orientation in working as a team [SEI IC Ability 5] [Trillium].

Executive Performance Tracking

1.1.3.7
The organization's executives regularly compare the organization's performance to the business plan objectives and relevant external benchmarks [MB 1.2c, 2.2a & 6.2b] [Trillium].

Communication with Employees

1.1.3.8
The organization's CEO and executives regularly communicate with all their employees [MB 1.1c & 1.2b] [Trillium].

1.1.3.9
The organization's performance related to business plan objectives is communicated to all employees on a regular basis [Roadmap Trillium 1.1.3.8].

1.1.3.10
Customer satisfaction and company performance data are available to all employees [Roadmap Trillium 1.1.3.9].

Customer Data Analysis

1.1.3.11
Customer quality and performance data is analyzed on a regular basis by the organization executives [MB 2.3a & b] [Trillium].

Employee Survey

1.1.3.12
The organization's executives regularly (every 12-18 months), formally and systematically survey their employees to assess their morale, and their perception of the organization's culture (e.g., leadership, teamwork, innovation and self-criticism) and health [MB 4.5c] [Trillium].

1.1.3.13
The organization's executives regularly (every 12-18 months), formally and systematically survey their employees perception of customer satisfaction [MB 7.4a].

1.1.3.14
The organization's executives analyze the results of the employee surveys, and develop and implement a documented action plan based on the findings [MB 4.1c] [Trillium].

1.1.3.15
The results of the organization's executives' employee survey and the action plan are communicated to all employees [Roadmap Trillium 1.1.3.14].

Employee Recognition

1.1.3.16
The organization has a balanced recognition program for both team's and individual's contribution to quality improvement efforts [MB 4.4a].

Level 4

TQM Training

1.1.4.1
All of the organization's employees have been trained in TQM [MB 4.3] [Trillium].

Employee Survey

1.1.4.2
The organization's middle managers regularly (every 12-18 months), formally and systematically survey their employees to assess their morale, and their perception of the organization's culture (e.g., leadership, teamwork, innovation, self-criticism) and health [MB 4.5c] [Trillium].

1.1.4.3
The organization's middle managers regularly (every 12-18 months), formally and systematically survey the employees perception of customer satisfaction [Roadmap Trillium 1.1.3.13].

1.1.4.4
The organization's middle managers analyze the results of the employee surveys, and develop and implement a formal action plan based on the findings [MB 4.1c] [Trillium].

1.1.4.5
The results of the organization's middle managers' employee survey and the action plan are communicated to all employees [Roadmap Trillium 1.1.3.15].

Roadmap 1.2: Business Process Engineering

This Roadmap covers pertinent business process engineering practices.

Level 2

Business Process Documentation

1.2.2.1
The organization has mapped/documented some of its business processes [MB 5.3a] [Trillium].

Functional Responsibilities

1.2.2.2
All of the organization's employees have well-defined and documented functional responsibilities [MB 4.2b] [Trillium].

1.2.2.3
Employees' functional responsibilities are assessed according to a documented procedure [Roadmap Trillium 1.2.2.2].

Organizational Unit Mandate

1.2.2.4
The mandate of each organizational unit is defined and documented [MB 1.1] [Trillium].

Level 3

Business Process Documentation

1.2.3.1
The organization has mapped/documented its business processes [ISO 9001 4.9] [MB 3.1b & 5.3a] [Trillium].

Cross-Functional Activities

1.2.3.2
There are cross-functional teams and organizational structures to enhance the realization of cross-functional goals [MB 5.3] [Trillium].

1.2.3.3
Cross-functional teams are routinely created as part of the continuous improvement of organization processes [MB 5.3] [Trillium].

Employee Initiative

1.2.3.4
The organization encourages employees to innovate and take responsibility [MB 4.2b].

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