Process Optimization for the Real World Sandy Kemsley Kemsley Design Ltd. www.column2.com

The Optimist’s View of Process Improvement Model Automate Monitor Optimize

How It’s Supposed To Work Business role: Monitors process Observes opportunity for process optimization Modifies process model and/or business rules to improve process Simulates improved process to understand effects IT role: May be involved in promoting to production

Business role:

Monitors process

Observes opportunity for process optimization

Modifies process model and/or business rules to improve process

Simulates improved process to understand effects

IT role:

May be involved in promoting to production

The Pessimist’s View of Process Improvement Model Automate Monitor

What Can Go Wrong Business abdicates responsibility Monitors as-is without considering how process can be improved Considers modeling and optimization to be IT functionality IT refuses to yield control Doesn’t provide access to tools Creates user-unfriendly code solution

Business abdicates responsibility

Monitors as-is without considering how process can be improved

Considers modeling and optimization to be IT functionality

IT refuses to yield control

Doesn’t provide access to tools

Creates user-unfriendly code solution

How To Encourage It To Go Right Make process optimization a KPI Understand benefits of business involvement in process optimization Business: less time waiting for IT IT: less time spent on project Allow for IT safeguards without restricting business access

Make process optimization a KPI

Understand benefits of business involvement in process optimization

Business: less time waiting for IT

IT: less time spent on project

Allow for IT safeguards without restricting business access

What Should You Optimize? What impacts the customer Service time and accuracy Process visibility What impacts your costs Productivity Resource usage What creates/enables new business Process/service agility Excess capacity

What impacts the customer

Service time and accuracy

Process visibility

What impacts your costs

Productivity

Resource usage

What creates/enables new business

Process/service agility

Excess capacity

Are You Ready for Process Improvement? Just getting the job done or continuous improvement? Business Process Maturity Model Initial Managed Standardized Predictable Optimizing

Just getting the job done or continuous improvement?

Business Process Maturity Model

Initial

Managed

Standardized

Predictable

Optimizing