WhatsOurStartingPointGrisel432010ts20100517115317.ppt

Friday 30 April 2010 1
What’s our Starting Point?:
An introduction to process
mapping and reviews
Student Centre Conference, Sydney,
30th of April 2010
Presenter: Grisel Carreira
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com

2
Friday 30 April 2010
“Evidence suggests that business
process management is delivering
costs benefits while reducing
errors, increasing value and
enabling differentiations”
Gartner

3
Presentation outline
 Introductory program:
The Hows and Whys of process
mapping
 Advanced program:
How the Tango’s 8 Steps can
improve your business process
 Questions?
15 min
15 min
5 min

The Hows and Whys
of process mapping
An introduction to process
mapping

5
What is covered ?
 Processes overview & methodologies
for representation & documentation
 Exercise
 Overview on process analysis and improvement
Afternoon session - Practice
 Visio Overview
 Process diagram + exercise
 Schedule diagram + exercise
Morning session - Theory

Processes overview &
methodologies for
representation & documentation

7
Why is process mapping
important?
 Fits with the way the University sector is
heading (Plan, Do, Review and Improve)
 Visual representation
 Documentation
 Adaptable to everything

8
What is process mapping used for?
 Process
reengineering
 Regulatory
compliance
 Activity analysis
 Simulation
 Role clarity (SLA)
 Systems architecture
definition
 Projects

9
Process Definition
“ A business process is a collection of
related, structured activities or tasks that
produce a specific service or product
(serve a particular goal) for a particular
customer or customers.”

10
Process mapping / diagrams
Basic characteristics:
 High, medium and low
level of detail
 Framework where
process lives
 Process owner
 Process stakeholders
 Shows person responsible for the task
Strategy
------Policy-------
--------Guidelines---------
-------------Operations--------------
Processes

11
Other process related diagrams
 Use Case
 Activity
 Schedule

12
Methodology - Standards for
process representation
Diagrams:
 Unified Modeling Language (UML)
 Business Process Modeling Notation (BPMN)
Documentation:
 Join Information System Committee (JISC)
http://www.jiscinfonet.ac.uk/InfoKits/process-
review/printable-version.pdf

Process diagrams
13
http://xkcd.com/518/

Process diagrams for real
14

15
Process documentation and review
sheet
Process
Person 1

Overview of analysis
& improvement

17
Business process
reengineering
BPR
“An approach aiming at
improvements by means of
elevating effectiveness and
efficiency of the business process
that exist within and across
organisations.”
Business process
improvement
BPI
“Is a systematic approach to
help any organisation
optimise its underlying
process to achieve more
efficient results.”

18
Two approaches
1.Throw everything
away and start again
Process
Reengineering
2. Break it down in small
parts and improve them
Process
Improvement

19
Consider process requirements
 Quality
 Speed
 People
 Technology
 Money
 Compliance

Visio overview for
processes and
schedule diagrams

21
Flowcharts shapes
Cross Functional
Flowchart
Basic
Flowchart
Schedule diagrams Timeline

Microsoft Visio tricks
 Format and manipulate
shapes and lines
 Align diagram
 Group and ungroup shapes
 Make diagrams look
professional
 Etc, etc.
22

Advanced course on process
analysis and review
How the Tango 8
Steps Can Improve
Your Business Processes

24
Steps 1 to 3 : Salida (Exit)
1) The Whys of the review
(Palms together / Start)
2) The What, Hows and Whos
of the review (Walk /Focus)
3) Setting up the review (Drift /
Set)
Steps 4 and 5: Diagonal
4) Define ‘as is’ process (Walk
to the Cross / Map)
5) Analyse dysfunctions
(Close / Analyse)
Morning session
Steps 1 to 5
+ 2
exercises

25
Afternoon Session
Steps 6 to 8
Resolucion (Completion)
6) Define ‘to be’ process
(Forward / Design)
7) Implement
(Basic Cross/ Implement )
8) Continuous improvement
(Close the loop / Review)
+ 2
exercises

Steps 1 to 4
 Process mapping repetition
 Specific reviews considerations
 New techniques for:
Setting up the review and
framework
Defining purpose, objectives
Stakeholders analysis
Use case, activity and relationship diagrams
Grisel Carreira -
grisel.carreira@gmail.com 26

Some problems reported
 No customer focused
approach
 No clarity around the
outcome
 No understanding of
current process
 Lack of communication
 Changes based on
existing tasks/ practice
 Misuse of resources
 Lack of guidelines
 Lack of delegation/
trust , etc.
27

Step 5: Analyse process
problems
 Process dysfunctions list
 Cause, symptoms,
frequency
 How to analyse and
represent dysfunctions
28
Actor A + verb +
something
Decision
T?
Yes
Actor B + verb +
something
Output
Input
3
Notes ...
3 – Explain what dysfunction, why it happens, when,
how often

Step 6: Designing the ‘to be’
process
 Process design principles
(BPI, BPR, BPM, 6 Sigma)
 Techniques used for fishing
design ideas
 Representing changed process
29

Step 7: Implementing
process changes
 Assess implementation
 Some basics required
before starting
 Techniques for a
successful implementation
30

Step 8: Continuous process
improvement
31
 Measures and responsibilities
(KPI, lead and lag indicators, etc.)
 Reporting, cycles and trends
 How to stay tuned with changes
and new ideas

Upcoming ATEM workshops
15 June
9 July
Grisel Carreira -
grisel.carreira@gmail.com 32
 The Hows and Whys of
process mapping
 How the Tango’s 8 Steps
can improve your business
process
 www.atem.org.au

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