2. CONTACT
Mike Boudreau
Process Design and Process Improvement
506-696-6875 (home)
506-636-1684 (Cell)
madmike1@nbnet.nb.ca
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Approach: to quickly drive and adapt to change keep people
involved as a foundation for rapid implementation.
Our mandate is to develop & design new processes
for Service Delivery and Service Assurance for new
products & services
Our goal is to continually improve our business by
developing processes that provide better and faster
decisions, products, and services.
4. PROCESS VS. PROCEDURES
Process
is simply the largest unit referring to an end to end flow of work.
Along the way, value is added at each step through a series of
transformations involving the consumption of resources within an
established control (rule-based) framework. Processes may be
decomposed into smaller units beginning with sub-processes and
continuing to activities, tasks, and procedures. The level of detail
would depend on the customer’s request. The principles are the
same, regardless of the level of work transformation observed.
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5. PROCESS VS. PROCEDURES
Process can be performed by
System or People
Procedures are performed by
people
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6. PROCESS VS.
PROCEDURES
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A procedure is a detailed description on how to
accomplish a specific activity or task assigned to a
specific resource.
Examples of procedures:
Customer user guide
MOP (method of procedure)
PIG (provisioning installation guide)
Trouble shooting guide
Procedural Information includes Internal workgroup details
such as screen shots & system commands
11. BASIC PROCESS STEPS –
NEW PROJECT
Process Design begins after the C2C TAT has
been approved—(BA may be required to
participate in planning prior to TAT approval)
Business Owner needs to be identified
Contract with clear deliverable need to be
establish with Business Owner and/or Project
Manager (If Applicable)
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12. BASIC PROCESS STEPS –
NEW PROJECT…CONT
Functional players need to be identified
Meeting or Workshops need to be established to
identify "As Is" and review new concept which
will pave road to "Should Be"
BA to compile a Straw Model "Should BE"
Work Shops be established to review Straw
Model with all functional team
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13. BASIC PROCESS STEPS –
NEW PROJECT…CONT
Together with Workshop data & follow up
meetings a Draft PID is created. (Note if
applicable existing PID is available should
be utilized)
PID is edited and updated until all
functional players approves & “buy in”
granted (some discrepancies may occur
which will require Bus. Owner stake to give
final say).
PID is signed off
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14. BASIC PROCESS STEPS –
OTHER
Contract must be agreed/signed off with Business
Owner (BO). (Process Level must be determined
—i.e. high/low)
Work shops functional players required to review
changes
Existing PID Modified or new PID created
BO sign off
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16. BASIC PROCEDURES STEP
Process needs to be established first
Contract with BO need to be signed off on clear
deliverables.
Subject Matter Expert (SME) required and/or
identified
WS & Meetings between functional groups will
be required
Method of Procedure (MOP)document should be
created as a companion document to the PID if
necessary
Sign off with BO
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17. Whether a Process Or Procedure, where possible,
existing documentation must be reused.
Don't re-invent the wheel!
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21. 21
Off Page
Connector
Terminator
Process Identification
Tool Description for Capturing Processes
Disconnect
Reference
Work
Activity
Systems/tools
“Swim Lanes”
Functional Areas
On- Page Connector
Decision
Text Box
Hand-off
xxxxxxxx
xxxx xxxxx
Pre defined process
Reference
Material
Process
Start
22. HOW CAN WE IMPROVE OUR
PROCESS?
Common File Storage
Sort documents by the customer group’s the PIDs
were written for. i.e. HSI Consumer should be
filed under Consumer Processes
Make this EASY and RELEVANT to Customer’s
Business –the Customer comes first.
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23. HOW CAN WE IMPROVE OUR
PROCESS?
Seek, Find & Develop (if necessary) High Level
Corporate Process Documents
This will make re-use easier and give the user a basis
to start with.
The owners of these documents will be the Business
Support BA’s
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24. CORPORATE PROCESS FIRST
HIGH LEVEL
Infrastructure Provisioning
Service Activation
Service Assurance
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25. CORPORATE PROCESS FIRST
HIGH LEVEL - ADVANTAGE
Keep Variables in Matrix
New service does not require process re-design
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26. HOW CAN WE IMPROVE OUR
PROCESS?
Standardize our PID and Deliverables across the
team
Ensure that we are following the same template for
our Designs and that our PIDs are a consistent
deliverable.
This will need group consensus as to the end-result –
Let’s follow our work practices and get engagement
and consensus!
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27. HOW CAN WE IMPROVE OUR
PROCESS?
Method & Procedures Document (MOP)
Used as a “companion” document to the PID, helps to
standardize the PID and allows for details if and
when necessary above the PID document.
How can we utilize this document to our benefit and
help to make our deliverables more consistent?.
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