7 Steps To Process Mastery

1 Copyright 2009 © All rights reserved. Global 360 Inc.1
Seven Steps to Process Mastery
the insiders’ guide to mastering your processes
Terry Schurter
Global Thought Leader
Director Product Strategy, Global 360
Chairman, Board of Advisors, International Process and Performance Institute

Copyright 2009 © All rights reserved. Global 360 Inc.2
What is Process?
People are process, and process is the sum of the people in it!
Providing oversight…
Making business Decisions…
Checking and validating…
Giving direction… Leading Optimization…
Transforming operations…Performing work…
Assembling facts…
Designing executable models…
Deploying systems…
Performing work…

Terrace?
Patio?
Your point of view…
YOUR PERSPECTIVE
will determine how you see,
and how you understand,
PROCESS!
Putting Process into Perspective

Oversees the business on an enterprise basis
Reviews statistics across tasks, processes and departments
Manages tasks and processes
Performs Process Tasks
If you perform tasks, how does that affect how you see process?
If you manage tasks & processes, how does that change?
What about across departments?
And across the enterprise?
Processor
Supervisor
Process Analyst
Executive
Individual Perspectives

The Seven Step to Process Mastery

Step 1 – Understand and Embrace
Your Goal
Motivation Baseline Goal
» Financial Return
» Mandate
» Quality Improvement
» Customer Satisfaction
» Fix a Problem
» Capacity Limitation
» Corporate Strategy
» It’s my Job
» Current Cost
» We need to…
» 20% Rework
» 100 Complaints per month
» The problem is…
» 1000 units per day
» We will…
» My job is…
» Reduce by 30%
» We do that by…
» 3% rework
» < 10 complaints/ mth
» …proves its fixed
» 1500 units per day
» measured by…
» and this shows I’m doing
what I need to!
1

»Seek Simplicity – it is the key to success
»Identify white-space; and eliminate it!
‣Do this by eliminating non-value added work, and by automating
tasks where possible
»Don’t make people do what software can
»Don’t make software do what people must!
»Simplify the User Experience; without this we are likely to fail!
Step 2 – Build an Elegant Design2

Customer
Service
Representative
“I can’t find the original
application.”
“The Customer is on
the PHONE NOW!”
“Why am I entering this again?”
“I have to go around the system, because things
don’t really WORK THAT WAY.”
“What I’m I supposed to do now?”
“But I have to work on multiple
files at the same time!”
“Has anyone else ever run into this?”
“So WHY would I
do that?”
“You have to do THIS, before you can do THAT?”
“Because that’s the WAY the system
says I have to...”
“That’s the rule, don’t question it, just do it.”
“I can’t change that, the system won’t let me.”
“I did change that, the system
changed it back!”
“Make your notes first, then go the
system. It’s easier that way…”
Set the Stage – What’s it Like in the
Real World3

»Design Experiences, not just Interfaces
»Work within the User’s Context!
»Practice Quality as Defined by Dr. Juran
‣“Quality is Fitness of Use as Judged by the User!”
»Make everything as Simple as Possible
»Make everything as Flexible as Possible
Step 3 – Improve Personal
Productivity3

Unexpected process “adjustments” are the rule more than the exception
Murphy's Law thrives in process: “If anything can go wrong, it will…”
Set the Stage – What’s it Like in the
Real World
Step 1 Step 2 Step 3
4

Step 4 – Orchestrate for Real Time
Demand
»Recognize that “ad hoc” is the Real World of Process!
»Remember, Murphy’s Law Thrives in Work
»Don’t Design in Complex Orchestration
»Do Design in Flexibility
4

Step 5 – Keep Your Process in Tune
Reactive Active Proactive
Measure Process
Statistics to find…
Backlogs,
Bottlenecks,
Sharp rise in
processing time
Audit…
Goal KPIs,
Business KPIs
Detect Work Pattern
Changes in…
Documents
uploaded,
Error correction,
Data entry,
Validation
PAST PRESENT FUTURE
5

Enterprise
Functional
Area
Process
Tasks
Process
Tasks
Department
Process
Tasks
Process Data is “rolled
up” and aggregated
KPIs are “broken
down” into elemental
components
Processor
Supervisor
Process
Analyst
Manager
Relevant Information
enables “Process
Blinking”
Set the Stage – The Hierarchy of
Process Transparency6

»Use the Power of Rapid Cognition
»Roll up Data to Create Process Powered Transparency
»Break Down KPIs to Create Personal Analytics
Step 6 – Create Transparency6

» Map the Customer
Experience
» Define the Desired
Customer Experience
» Create Customer
Experience KPIs
» Optimize for Delivery
Step 7 – Deliver the Customer
Experience7

Traditional BPM products focus on ONE
perspective - process models - leaving all
the rest up to someone else… (you)
Persona-based BPM from Global 360
delivers optimized user experiences for
all of the people in process!
Persona-based BPM:
Embracing all of people in process

Understand and Embrace your goal…
viewPoint Assessment Service and Insight Goal Management
Build an Elegant Design…
with Builder tools optimized to drive elegant process designs - fast
Improve Personal Productivity…
Persona Experiences optimized to how work gets done
Orchestrate for Real Time Demand…
with case management and ad hoc orchestration
Keep your Process in Tune…
with Insight Process Intelligence and Simulation
Create Transparency…
with Personalized Analytics and Dashboards
Deliver the Customer Experience…
with the Global 360 Persona-based BPM Platform
Persona-based BPM:
Changing how work gets done
1
2
3
4
5
6
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For More on Process Mastery…
Changing how work gets done
http://www.amazon.com/Insiders-Guide-BPM-Process-Mastery/dp/0929652096
http://acuitystudio.com/human-centric-process-analysis-and-improvement/

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