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Innovating Business Process Improvement Panel May 2010

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Innovating with Business Process Improvement: Three Keys to User-Centric Innovation. Donna Tellam presented as a portion of a panel discussion at the DBMA Supply Chain Leaders in Action business forum, Scottsdale, AZ, May 26, 2010. Highlights of forum at http://bit.ly/cr5ALm .

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  • We had a great discussion when Donna Tellam presented this as a portion of a panel at the DBMA Supply Chain Leaders in Action #scla2010 business forum. I captured some highlights of the forum in my BLOG at http://bit.ly/cr5ALm .

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Innovating Business Process Improvement Panel May 2010

  1. 1. Innovating with Business Process Improvement Annual Business Forum May 25-27, 2010 Scottsdale Resort & Conference Center
  2. 2. Welcome to Innovating with Business Process Improvement <ul><li>Moderator : Tom Goldsby , PH. D., University of Kentucky </li></ul>L everaging Change Management George Duggan , VP Domestic Intermodal, BNSF Railway User-Centric Innovation Donna Tellam , Director User Experience, Global 360 Focus on the Customer: Retailer-Manufacturer Collaboration Jim Pleiman , VP Supply Chain, Merck Consumer Care
  3. 4. <ul><li>What is the most important part of any successful process improvement initiative, and the part on which most companies spend the least amount of time? </li></ul><ul><li>User experience design </li></ul>2010 SCLA Annual Business Forum
  4. 5. <ul><li>Place the user at the center of the design </li></ul>The User-Centric Approach to Innovation Focus on the user results in a solution that is easier to use and increases processor productivity . 2010 SCLA Annual Business Forum
  5. 6. <ul><li>Understand the process from the user’s point of view </li></ul><ul><ul><li>How much time does it take? </li></ul></ul><ul><ul><li>What are the pain points ? </li></ul></ul><ul><ul><li>What are the productivity killers ? </li></ul></ul><ul><ul><li>How much time would it take to train a new user ? </li></ul></ul><ul><ul><li>What is the frequency of errors ? </li></ul></ul>Listen 2010 SCLA Annual Business Forum
  6. 7. Listen 2010 SCLA Annual Business Forum
  7. 8. Observe <ul><li>Get a deep understanding of the process </li></ul><ul><li>Uncover unknown issues , and do a reality check against how you think things work </li></ul><ul><li>Uncover process inefficiencies </li></ul><ul><li>Understand the pain points for each participant in the process </li></ul><ul><li>Understand what motivates them </li></ul>If you simply ask questions without observing the work being done, you will miss many key process improvement opportunities . 2010 SCLA Annual Business Forum
  8. 9. <ul><li>One of the benefits of automating your business processes is the ease of collecting metrics on your process </li></ul><ul><li>Those metrics are useless if you don’t have easy access to the information </li></ul><ul><li>Process metrics are usually viewed as useful only to management personnel, but there are many benefits to be realized from keeping processors aware of the metrics as well </li></ul>Provide Visibility & Ease-of-Use at all Levels 2010 SCLA Annual Business Forum
  9. 10. Provide Visibility & Ease-of-Use at all Levels Management Dashboards 2010 SCLA Annual Business Forum
  10. 11. Provide Visibility & Ease-of-Use at all Levels Processor Dashboards
  11. 12. What’s the Impact? Visibility into the Process Improved Process Efficiency 75% Reporting & Oversight time Better Insight Into Process Processing Cost Measurable Results: Quantitative Targets: # of People Required to Do the Work 2010 SCLA Annual Business Forum
  12. 13. What’s the Impact? Customer Yearly Cost Savings Payback Period Services Provider Claims Processor Loan Processor $ 475,000 $ 439,000 $ 1,800,000 7.2 Months 9 Months 7.2 Months
  13. 14. Changing how work gets done. “ We are able to better serve our customers and effectively manage SLAs.” -- Revlon Improvement: Automated claims resolution processes with the user in mind -- reduced cycle time and resources, and captured lost revenues. ROI: Broke even at 18 months and saw payback within 24 months. 2010 SCLA Annual Business Forum
  14. 15. http://www.global360.com/ Contact Info: Donna Tellam [email_address] 1642 Market Street, Suite 204 Denver, CO 80202 P 303.350.5194 | F 800.381.1325

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