The document discusses designing an optimized "to-be" business process. It begins by introducing the speaker, Romana Hnatkivska, as a business analyst with experience in healthcare and HR. The topic of redesigning processes to meet modern business demands is then introduced. The rest of the document outlines key aspects of analyzing the current "as-is" process, identifying flaws, applying principles of process optimization, and avoiding anti-patterns when redesigning the "to-be" process. It emphasizes the importance of defining measurable goals and assessing proposed improvements against business objectives.
What is Value Stream Mapping?
History:
What is Value?
What is a Value Stream?
Different things flow through the Stream:
Reason for Mapping & Analysis :
Objectives:
Team Members and Roles in VSM Study Project:
How to create a Value Stream Mapping?:
Value Stream Mapping Process with example
Step 1 - Gather Data and Information:
Step 2 - Create a Current State Map
VSM Study Symbols:
Collecting Data and Time Studies in VSM Study:
Examples of data required in this study:
Process Steps in VSM Study:
Analysis of the Current State Map:
Step 3 – Future State Map & Action Plans:
Creating an Ideal and Future State
Analysis of Future State Map:
Step 4 – Execute the Plan:
Step 5 – Align & Analysis of Current and Future State:
Keys Points for Successful VSM Study:
Mouhcine NAHAL
Process modeling in agile environment alec sharpLoihde Advisory
Esitys on osa joulukuussa 2015 pidettyä Talent Base aamiaistilaisuutta: Data. Prosessit. Innovaatiot. Esityksen piti Alec Sharp, Clariteq Systems Consulting.
Presentation is part of the Talent Base Breakfast Seminar: Data. Processes. Innovations.
- Rapid and innovative process design in an Agile environment
- Why the Agile community is embracing data and process modeling
- Getting clarity on “business process”
- Why slowing down and getting out of the details is critical for rapid process design
- Two assessment frameworks to dispel resistance to change
- A feature-based approach to process design
I've often been charged with business process review and creation, so over time I've developed checklist that highlights the main areas that I want to assess when working on a process analysis project.
Business Process Improvement (BPI 7) Process Training ModuleFrank-G. Adler
The Business Process Improvement (BPI 7) Methodology Training Module v2.0 includes:
1. MS PowerPoint Presentation including 127 slides covering our seven-steps Business Process Improvement Methodology.
2. MS Word Process Measure Definition Worksheet
3. MS Word Activity Assessment Worksheet
4. MS Word Change Management Worksheet
5. MS Word Process Management Worksheet
What is Value Stream Mapping?
History:
What is Value?
What is a Value Stream?
Different things flow through the Stream:
Reason for Mapping & Analysis :
Objectives:
Team Members and Roles in VSM Study Project:
How to create a Value Stream Mapping?:
Value Stream Mapping Process with example
Step 1 - Gather Data and Information:
Step 2 - Create a Current State Map
VSM Study Symbols:
Collecting Data and Time Studies in VSM Study:
Examples of data required in this study:
Process Steps in VSM Study:
Analysis of the Current State Map:
Step 3 – Future State Map & Action Plans:
Creating an Ideal and Future State
Analysis of Future State Map:
Step 4 – Execute the Plan:
Step 5 – Align & Analysis of Current and Future State:
Keys Points for Successful VSM Study:
Mouhcine NAHAL
Process modeling in agile environment alec sharpLoihde Advisory
Esitys on osa joulukuussa 2015 pidettyä Talent Base aamiaistilaisuutta: Data. Prosessit. Innovaatiot. Esityksen piti Alec Sharp, Clariteq Systems Consulting.
Presentation is part of the Talent Base Breakfast Seminar: Data. Processes. Innovations.
- Rapid and innovative process design in an Agile environment
- Why the Agile community is embracing data and process modeling
- Getting clarity on “business process”
- Why slowing down and getting out of the details is critical for rapid process design
- Two assessment frameworks to dispel resistance to change
- A feature-based approach to process design
I've often been charged with business process review and creation, so over time I've developed checklist that highlights the main areas that I want to assess when working on a process analysis project.
Business Process Improvement (BPI 7) Process Training ModuleFrank-G. Adler
The Business Process Improvement (BPI 7) Methodology Training Module v2.0 includes:
1. MS PowerPoint Presentation including 127 slides covering our seven-steps Business Process Improvement Methodology.
2. MS Word Process Measure Definition Worksheet
3. MS Word Activity Assessment Worksheet
4. MS Word Change Management Worksheet
5. MS Word Process Management Worksheet
A simple guide to learn what BPM is, why it’s important and how you can use it to help your organization.
For more information: info@boc-group.com
Try ADONIS for BPM:
https://www.boc-group.com/adonis/#test-it
A brief introduction of business process mapping. Containing definition, benefit, business process element, ARCI, source and step to do business process mapping.
Presentation given at the BPM Executive Day, Bogota, Colombia, December 4, 2012. The presentation outlines the different dimensions of BPM activities an organization should consider when organizing their BPM efforts.
Recorded webinar: http://bit.ly/1uVqMJC
Subscribe: http://www.ksmartin.com/subscribe
Purchase the book: http://www.bit.ly/VSM
These are slides from a webinar done with APICS Heartland on the topic of Value Stream Mapping.
This webinar covers:
• How to use value stream mapping as an organizational transformation & leadership alignment tool
• How to plan for a value stream mapping activity
• The mechanics of mapping, including key metrics
for office/service/knowledge work
• How to create an actionable Value Stream Transformation Plan
Process mining in business process managementRamez Al-Fayez
An overview of Process mining in Business Process Management ...
References :
- Jan Claes, Geert Poels, Process Mining and the ProM Framework: An Exploratory Survey, Business Process Management Conference Workshops, LNBIP 132, p. 187-198, 2012. http://janclaes.info/paper.php?paper=pubbpi2012
This presentation gives simple but effective techniques for mapping a business process. Process Mapping is a strong initial step in continuous improvement of any business process.
Value Stream Mapping in Office & Service SetttingsTKMG, Inc.
Recorded webinar: http://bit.ly/1l6zLVy
Subscribe: http://www.ksmartin.com/subscribe
To purchase the book: http://bit.ly/VSMbk
This webinar covers the subtle differences between manufacturing-style value stream maps and those in office and service settings.
Contact us if you'd like an in-house workshop or external facilitation for a real-time mapping session. http://www.ksmartin.com
Value stream mapping- lean manufacturing toolbhanutomar
In this competitive world, manufacturing companies has to look at redefining and redesigning of their production systems to attack the competitiveness demanded by the markets. Therefore it is essential to have tools which help in redesign manufacturing process. In this scenario, developed and presented value stream mapping tool as a practical method for redesigning the production systems .The main aim of lean manufacturing is to reduce waste, time to delivery, produce the quality products with economical and efficient manner with response to customer demand. The organizations which are practicing lean manufacturing have quality & cost advantages compared to the organizations that are still using traditional production.
The VSM process is straight forward and simple. It always starts at customer demand and work back through documenting all the process and collecting data which is required for manufacturing of a product. It shows the map “Value stream” containing all the data such as work in process, cycle time, lead time, number of equipment’s, operators. Documenting relationship between the controls used to manage the manufacturing process is very important in VSM. Unlike other mapping techniques that only map product flow, VSM documents material & information flow.
Framework for a business process management competency centreMartin Moore
This framework directs thought to how business process management can be introduced successfully. It uses a maturity model to illustrate how involved the steps can be in this intervention. What it does not cover is the technical effort such as BPM notation and software requirements.
This deck provides a high-level framework to implement business process redesign within a business transformation initiative. It shows how to establish the team, define the approach, and identify some of the deliverables within this track of work.
BPM Fundamentals: Develop Your Game Plan For BPM SuccessClay Richardson
Presentation on BPM fundamentals at PegaWorld. Introduces business process professionals to drivers for bpm, defining the business case, evaluating ROI, and when/where to use technology.
A flowchart is an outline or schematic drawing of the process your team is trying to measure or improve. It can also be a picture of an ideal process that you would like to use.
I invite you to join as a member of the PEX Network Group http://tinyurl.com/3hwakem, you will have access to Key Leaders Globally, Events, Webinars, Presentations, Articles, Case Studies, Blog Discussions, White Papers, and Tools and Templates. To access this free content please take 2 minutes for a 1 time FREE registration at http://tiny.cc/tpkd0
Warm Regards,
Steven Bonacorsi, LSS MBB, President
International Standard for Lean Six Sigma
Cell: 603-401-7047
skype: sbonacorsi
E-mail: sbonacorsi@comcast.net
Twitter: http://twitter.com/Sbonacorsi (Follow Lean Six Sigma Content)
LinkedIn: http://www.linkedin.com/in/StevenBonacorsi
FREE Lean Six Sigma and BPM content - register at http://tiny.cc/tpkd0
Value Stream Transformation: Achieving Excellence through Leadership Alignmen...TKMG, Inc.
To subscribe: http://ksmartin.com/subscribe
To purchase the book: http://bit.ly/VSMbk
These are slides from a talk given on 1/8/14 in San Diego, California at SME Connect's Operations Roundtable.
Too many organizations today suffer from silo-centric behavior and intra-organizational conflict. And yet most don’t understand what’s holding them back from achieving outstanding performance. This is where Karen Martin’s new book Value Stream Mapping comes into play.
Value stream mapping can unleash the full potential of an organization and deliver greater customer value, increased profit margins, and create fulfilling work environments.
In this talk, Karen discussed how to:
• Prepare and engage your leadership team in the transformation process
• Gain a deep understanding about your current work systems and the related barriers to delivering value
• Design a future state that enables outstanding performance on all fronts
• Adopt a new design and lay the foundation for continued improvement
A simple guide to learn what BPM is, why it’s important and how you can use it to help your organization.
For more information: info@boc-group.com
Try ADONIS for BPM:
https://www.boc-group.com/adonis/#test-it
A brief introduction of business process mapping. Containing definition, benefit, business process element, ARCI, source and step to do business process mapping.
Presentation given at the BPM Executive Day, Bogota, Colombia, December 4, 2012. The presentation outlines the different dimensions of BPM activities an organization should consider when organizing their BPM efforts.
Recorded webinar: http://bit.ly/1uVqMJC
Subscribe: http://www.ksmartin.com/subscribe
Purchase the book: http://www.bit.ly/VSM
These are slides from a webinar done with APICS Heartland on the topic of Value Stream Mapping.
This webinar covers:
• How to use value stream mapping as an organizational transformation & leadership alignment tool
• How to plan for a value stream mapping activity
• The mechanics of mapping, including key metrics
for office/service/knowledge work
• How to create an actionable Value Stream Transformation Plan
Process mining in business process managementRamez Al-Fayez
An overview of Process mining in Business Process Management ...
References :
- Jan Claes, Geert Poels, Process Mining and the ProM Framework: An Exploratory Survey, Business Process Management Conference Workshops, LNBIP 132, p. 187-198, 2012. http://janclaes.info/paper.php?paper=pubbpi2012
This presentation gives simple but effective techniques for mapping a business process. Process Mapping is a strong initial step in continuous improvement of any business process.
Value Stream Mapping in Office & Service SetttingsTKMG, Inc.
Recorded webinar: http://bit.ly/1l6zLVy
Subscribe: http://www.ksmartin.com/subscribe
To purchase the book: http://bit.ly/VSMbk
This webinar covers the subtle differences between manufacturing-style value stream maps and those in office and service settings.
Contact us if you'd like an in-house workshop or external facilitation for a real-time mapping session. http://www.ksmartin.com
Value stream mapping- lean manufacturing toolbhanutomar
In this competitive world, manufacturing companies has to look at redefining and redesigning of their production systems to attack the competitiveness demanded by the markets. Therefore it is essential to have tools which help in redesign manufacturing process. In this scenario, developed and presented value stream mapping tool as a practical method for redesigning the production systems .The main aim of lean manufacturing is to reduce waste, time to delivery, produce the quality products with economical and efficient manner with response to customer demand. The organizations which are practicing lean manufacturing have quality & cost advantages compared to the organizations that are still using traditional production.
The VSM process is straight forward and simple. It always starts at customer demand and work back through documenting all the process and collecting data which is required for manufacturing of a product. It shows the map “Value stream” containing all the data such as work in process, cycle time, lead time, number of equipment’s, operators. Documenting relationship between the controls used to manage the manufacturing process is very important in VSM. Unlike other mapping techniques that only map product flow, VSM documents material & information flow.
Framework for a business process management competency centreMartin Moore
This framework directs thought to how business process management can be introduced successfully. It uses a maturity model to illustrate how involved the steps can be in this intervention. What it does not cover is the technical effort such as BPM notation and software requirements.
This deck provides a high-level framework to implement business process redesign within a business transformation initiative. It shows how to establish the team, define the approach, and identify some of the deliverables within this track of work.
BPM Fundamentals: Develop Your Game Plan For BPM SuccessClay Richardson
Presentation on BPM fundamentals at PegaWorld. Introduces business process professionals to drivers for bpm, defining the business case, evaluating ROI, and when/where to use technology.
A flowchart is an outline or schematic drawing of the process your team is trying to measure or improve. It can also be a picture of an ideal process that you would like to use.
I invite you to join as a member of the PEX Network Group http://tinyurl.com/3hwakem, you will have access to Key Leaders Globally, Events, Webinars, Presentations, Articles, Case Studies, Blog Discussions, White Papers, and Tools and Templates. To access this free content please take 2 minutes for a 1 time FREE registration at http://tiny.cc/tpkd0
Warm Regards,
Steven Bonacorsi, LSS MBB, President
International Standard for Lean Six Sigma
Cell: 603-401-7047
skype: sbonacorsi
E-mail: sbonacorsi@comcast.net
Twitter: http://twitter.com/Sbonacorsi (Follow Lean Six Sigma Content)
LinkedIn: http://www.linkedin.com/in/StevenBonacorsi
FREE Lean Six Sigma and BPM content - register at http://tiny.cc/tpkd0
Value Stream Transformation: Achieving Excellence through Leadership Alignmen...TKMG, Inc.
To subscribe: http://ksmartin.com/subscribe
To purchase the book: http://bit.ly/VSMbk
These are slides from a talk given on 1/8/14 in San Diego, California at SME Connect's Operations Roundtable.
Too many organizations today suffer from silo-centric behavior and intra-organizational conflict. And yet most don’t understand what’s holding them back from achieving outstanding performance. This is where Karen Martin’s new book Value Stream Mapping comes into play.
Value stream mapping can unleash the full potential of an organization and deliver greater customer value, increased profit margins, and create fulfilling work environments.
In this talk, Karen discussed how to:
• Prepare and engage your leadership team in the transformation process
• Gain a deep understanding about your current work systems and the related barriers to delivering value
• Design a future state that enables outstanding performance on all fronts
• Adopt a new design and lay the foundation for continued improvement
Business Processes - What Are They, Anyway ?
adapted from:
Alec Sharp, Patrick McDermott!
Workflow Modeling
Tools for Process Improvement and Application Development
2nd ed. by Alec Sharp
Chapter 3
• Moving towards automation: identifying pain points and benefits to ensure a smooth transition
• Examining the costs savings of automation in areas such as headcount and administration
• Improving turnaround times and increasing efficiency by automating workflows
• Measuring the success of automating workflows
This presentation provides a high-level overview of BPM and where it is today.
It also touches on some of the core technologies and standards.
Its focus is on the four specific “Challenges” facing BPM and they are aligned to the four phases of the typical application development life cycle.
1. Discovery
2. Design
3. Development
4. Deployment
Master Global Project ManagementTorrens University Aus.docxendawalling
Master Global Project Management
Torrens University Australia
BUSINESS PROCESS
MANAGEMENT & SYSTEM
PROJ6009
Subject Structure
Module 1 – Foundation of Business Process Management (BPM)
Module 2 – Drivers of BPM Projects and Opportunities
Module 3 – Phase of Business Process Management
Module 4 – Business Process Analytics and Improvement
Module 5 – Lean and Six Sigma in BPM
Module 6 – Enterprise Systems and Applications in BPM
Roughly Two sessions (weeks) per Module
Business Process
A Business Process consists of a set of activities that are performed in coordination in an organisational and technical environment.
Business process is a collection of inter-related events, activities and decision points that involve a number of actors and objects, and that collectively lead to an outcome that is of value to at least one customer.
A business process model consists of a set of activity models and execution constraints between them. Typical examples:
Quote to Order
Order to Cash
Procure to Pay
Issue to
Solution
Application to Approval
Business Process Model
Observe to Analyse
Analyse to Interpret
Interpret to Decision-Making
Strategy to Operations
Performance to Evaluation
Pillars of BPM
People (Process Owner)
Process (Operations Flow)
Technology (Better process enabler)
BPM Life Cycle
The business process lifecycle consists of phases that are related to each other which are organised in a cyclical structure, showing their logical dependencies.
Many design and development activities are conducted during each of these phases, and incremental and evolutionary approaches involving con-current activities in multiple phases are not uncommon. (Segatto 2013)
Segatto, M., Pádua, S. I. D. d., & Martinelli, D. P. (2013). Business process management: a systemic approach? Business Process Management Journal, 19(4), 698-714.
6
Administration
& Stakeholders
BPM Life Cycle
Evaluation
Design & Analysis
Configuration
Enactment
Business Process Levels
Organisational vs Operational
What happened here, what happened out there?
So what in it for me (the business)?
Why we intent to do this?
Now we are doing it?
Hang on, how we gonna do it?
Any 7 Ss enable us to do it?
Now we are REALLY doing it…
Oh Sh*t, something went wrong…
What can we find from mistakes?
Let’s change people, methods, environment?
Are we ready to do it again?
Do it now, do it right, do it with methods...
Cool, we did it!
We did it well!
Can we do it again?
Business Process Levels
Key BPM Capabilities
Leverage for Efficiency
BPM enables by service oriented architecture (SOA)
BPM solutions maximise assets re-use
Respond Faster
BPM allow flexible processes design, quick responses to customer, partners and competitions
Manage Change
Streamline processed to keep employees productive and customers satisfied
Basic Components of BPM
Modeling and Simulation
Business Activity Monitoring (BAM)
Rules and Pre-built .
Making IT Work for Your Business - 4 Key Concepts to Get the Most Out of Your...Audrey Reynolds
Learn key tools, processes and best practices from the Business Analyst toolbox that you can use to make better technology decisions and manage your IT projects effectively.
1
Introduction To Business Process Design
2
Overview
What is a business process?
Three definitions
Process types and hierarchies
Components of process architectures
The essence of Business Process Design (BPD)
Why is BPD important?
BPD and overall business performance
BPD and strategy
Why do inefficient processes exist?
Activity classification and BPD
3
What is a Business Process?
A pragmatic definition
A Business Process describes how something is done in
an organization
In general terms…
Business - Organizational entity that deploys resources to provide customers with desired products and services
Process (Merriam-Webster’s Dictionary)
(i)A natural phenomenon marked by gradual changes that
lead to a particular result
(ii)A natural continuing activity or function
(iii)A series of actions and operations conducing to an end
4
What is a Business Process?
2.Traditional Process definition in OM literature
A process specifies the transformation of inputs to outputs
Different types of transformations
Physical (Ex. raw material finished product)
Locational (Ex. flying from Denver to L.A.)
Transactional (Ex. depositing money in a bank)
Informational (Ex. accounting data financial statement)
The transformation model of a process
Inputs
Outputs
Process
5
What is a Business Process?
The Process View
Any organization entity or business can be characterized as a process or a network of processes
Based on the simple transformation model of a process
Has its origin in the areas of manufacturing and quality
The transformation model of a process
Inputs
Outputs
Process
6
What is a Business Process?
A more comprehensive process definition
A business process is a network of connected activities and buffers with well defined boundaries and precedence relationships, which utilize resources to transform inputs into outputs with the purpose of satisfying customer requirements
Process
Customers
Suppliers
Resources
Inputs
Outputs
7
Process Types and Hierarchies
Individual processes
Carried out by a single individual
2.Vertical or Functional processes
Contained within one functional unit or department
3.Horizontal or Cross Functional processes
Spans several functional units, departments or companies
Make up
Make up
8
Marketing
Operations
Accounting
CEO
Order Request
Order Fulfilled
Production planning
Vertical process
Horizontal process
Individual process
Buying a TV commercial
Illustration: Process Types and Hierarchies
9
Process Types and Hierarchies
Core cross-functional processes often have highest improvement potential
Core processes – essential for meeting market place demand through a specific strategy
Especially high improvement potential if a significant amount of non-manufacturing/service related activities
Reasons
Difficult to coordinate
Have not ke ...
Dive into the innovative world of smart garages with our insightful presentation, "Exploring the Future of Smart Garages." This comprehensive guide covers the latest advancements in garage technology, including automated systems, smart security features, energy efficiency solutions, and seamless integration with smart home ecosystems. Learn how these technologies are transforming traditional garages into high-tech, efficient spaces that enhance convenience, safety, and sustainability.
Ideal for homeowners, tech enthusiasts, and industry professionals, this presentation provides valuable insights into the trends, benefits, and future developments in smart garage technology. Stay ahead of the curve with our expert analysis and practical tips on implementing smart garage solutions.
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
Transforming Brand Perception and Boosting Profitabilityaaryangarg12
In today's digital era, the dynamics of brand perception, consumer behavior, and profitability have been profoundly reshaped by the synergy of branding, social media, and website design. This research paper investigates the transformative power of these elements in influencing how individuals perceive brands and products and how this transformation can be harnessed to drive sales and profitability for businesses.
Through an exploration of brand psychology and consumer behavior, this study sheds light on the intricate ways in which effective branding strategies, strategic social media engagement, and user-centric website design contribute to altering consumers' perceptions. We delve into the principles that underlie successful brand transformations, examining how visual identity, messaging, and storytelling can captivate and resonate with target audiences.
Methodologically, this research employs a comprehensive approach, combining qualitative and quantitative analyses. Real-world case studies illustrate the impact of branding, social media campaigns, and website redesigns on consumer perception, sales figures, and profitability. We assess the various metrics, including brand awareness, customer engagement, conversion rates, and revenue growth, to measure the effectiveness of these strategies.
The results underscore the pivotal role of cohesive branding, social media influence, and website usability in shaping positive brand perceptions, influencing consumer decisions, and ultimately bolstering sales and profitability. This paper provides actionable insights and strategic recommendations for businesses seeking to leverage branding, social media, and website design as potent tools to enhance their market position and financial success.
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
You could be a professional graphic designer and still make mistakes. There is always the possibility of human error. On the other hand if you’re not a designer, the chances of making some common graphic design mistakes are even higher. Because you don’t know what you don’t know. That’s where this blog comes in. To make your job easier and help you create better designs, we have put together a list of common graphic design mistakes that you need to avoid.
2. About the speaker
Business Analyst at SoftServe
8 years total experience in IT
CCBA – Certification of Competency in Business Analysis
Projects in Healthcare and Human Resource
Management
3. About the topic
Today’s business demands constant change
Legacy systems often function-centric and hard to change
Multiple channels for interactions with customers
Increasing demand for customer self-service
Focus shifting from applications to managing and optimizing
processes.
Demand for process agility
4. Agenda
Definitions
Typical Process Flaws
Process Optimization Principles
Process Optimization Anti-Patterns
Q&A
5. What is a business process?
A collection of activities that takes one or more kinds of input
and creates an output that is of value to the customer.
Hammer & Champy, 1993
A process is essentially a way an organisation can choose to
organize its resources (people and their work, equipment,
information, etc.) to accomplish necessary results. Processes
exist only to produce desired outputs (results).
Alec Sharp
6. What is a business process?
Has a specific objective
Has a customer
Runs from trigger to result
Cross-functional
Has boundaries
7. What about workflow?
A workflow consists of an orchestrated and
repeatable pattern of business activity.
It is a sequence of operations, declared as
work of a person or group, an organization
of staff, or one or more simple or complex
mechanisms.
Workflow may be considered a view or
representation of real work.
8. Types of Business Processes
Management processes
Operational processes
Support processes
9. Example: Move telephone service
Capture service order
Assign network facilities
Install premise equipment
Confirm service quality
Activate customer account
Customer requests
telephone service
moved
1. Telephone service
moved
2. Active account
3. Receivable posted
11. The BA perspective
Business analysis is the practice of enabling change in an
enterprise by defining needs and recommending solutions
that deliver value to stakeholders.
Business analysis can be used to understand the current state,
to define the future state, and to determine the activities
required to move from the current to the future state.
BABOK 3.0
12. AS-IS vs TO-BE
AS-IS Process – how a business
process currently works
TO-BE Process – an envisioned future
state of how a business process will
work
14. The first rule of any technology used in a business is that automation
applied to an efficient operation will magnify the efficiency. The
second is that automation applied to an inefficient operation will
magnify the inefficiency.
Bill Gates
Automation simply provides more efficient ways of doing the wrong
kinds of things.
Michael Hammer
16. Typical Process Flaws
Too much manual work
Too much tracking and control
Outdated assumptions on what is important to the
customer of the process
Alec Sharp
17. Diagnosing the AS-IS process
Dan Madison
Four lenses of analysis:
Frustration
Quality
Time
Cost
18. Example: Permit Issue Process
Dan Madison
Main problem: Incomplete information on permit forms
Need: Ensure all the information that was needed was in
place from the beginning
The amendments to the process included:
Single point of contact
Permits clustered, with a separate process for each cluster
Check sheets and templates
19. Key Process Design Principles
Design the workflow around value-adding activities, not
around job titles, functions, departments, or locations
Ensure a continuous flow of the "main sequence" – those
activities that directly add value to the customer
20. Key Process Design Principles
Make sure work is performed where it makes the most sense
21. Key Process Design Principles
Provide a single point of contact for customers and suppliers
whenever possible
22. Key Process Design Principles
Consider every handoff as an opportunity for error (delay,
loss, contamination)
Have as few people as possible involved in the
performance of a process
23. Key Process Design Principles
If the inputs naturally cluster, create a separate process for each
cluster
24. Key Process Design Principles
Redesign the process first, then automate it
25. Key Process Design Principles
Bring downstream information needs upstream
Capture information once at the source and share it widely
26. Key Process Design Principles
Push decision-making down to the lowest levels that make sense
27. Key Process Design Principles
Use simulation, practice, or role play to test new process designs
risk free
28. Key Process Design Principles
If your process deals with complexity, consider using teams
Co-locate or network the teams
29. Key Process Design Principles
Create a process consultant for cross-functional processes
30. Key Process Design Principles
Reduce or eliminate bottlenecks
Various sources
32. Key Process Design Principles
Reduce the time required to complete a process
Time to perform a task
Wait time between tasks
33. Key Process Design Principles
Consider which tasks are not inter-dependent and could be done
in parallel
34. Process Optimization Anti-Patterns
Rainer Stropek
Optimize during initial development
Optimize without measuring
Measure in non-representative environments
Optimize without a baseline
Optimize without specific, quantifiable goals
Optimize without knowing the basics
Optimize everything at once
Confuse performance with user experience
Today’s businesses operate in a different world than the 80s and 90s when many business systems were developed. Legacy systems are often data-centric as well as product- or function-centric. They are not designed to be customer facing. They are also cumbersome to change.
Business today demands constant change, and with ever-shortening change cycles, customers and suppliers expect to interact via multiple channels and there is an increasing demand for self-service and straight-through processing. In this world, new, smarter systems are needed to accommodate rapid changes in the business processes spanning multiple legacy systems. These systems also need to be able to accept input from a variety of new sources (e.g. Web services, data-feeds, Internet, forms, call centres, and other applications).
To achieve this agility, organisations are beginning to adapt BPM (Business Process Management) approaches and tools. Focus is shifting from applications to managing and optimising business processes.
In addition to the operational efficiency, businesses are looking for process agility, which is the ability to change operations, and the way its people and systems work, to adapt to change.
Process models are used to coordinate the interactions between people, systems, policies, and information. A process-centric approach has clear advantages. Firstly, transactional applications have hard-wired process elements and business logic that are slow to change. Secondly, business processes are rarely completed within a single application.
Michael Hammer, James Champy “Reengineering the Corporation: A Manifesto for Business Revolution”
A business process is end-to-end – from an initial trigger to final results. It is the complete set of activities needed to fully deliver the final expected results from a specific triggering event.
Customers can be internal and external.
A business process typically has two or more results, each for a different stakeholder. These could be treated as coming from separate processes, which intuitively might seem more efficient, but choosing to see them as coming from a single process triggered by a single event has proven to be very efficient and effective.
Give examples
This example is an end-to-end process which consists of 5 sub-processes within different functional areas. By independently “improving” the five subprocesses, not the entire end-to-end business process, the behavior of the whole was made worse, not better.
A business process must be managed as a single entity. If you manage each of the sub-processes as a separate entity, the performance of the “whole” will almost always be sub-optimal.
A process typically has two or more results, each for a different stakeholder. These could be treated as coming from separate processes, which intuitively might seem more efficient, but choosing to see them as coming from a single process triggered by a single event has proven to be very efficient and effective.
Things are not as simple as that!
The four lenses are pictures of how a process is done and how the results are judged.
Frustration, as experienced by the people in the process, is important, because it has a high correlation to quality. Also, there is usually immediate buy-in from people within the process.
Simply ask the people who work in the process, what if anything, frustrates them as they do their work.
There were 14 different permits. A developer who wanted to build a high rise had a different process and form than a homeowner who wanted to put in a swimming pool.
More about frustration and engaging stakeholders:
Problems in a process cannot always be identified by looking at the model! We need to engage stakeholders directly to find problems they have encountered while working with a process.
Dan Madison “Process Mapping, Process Improvement, and Process Management”
Dan Madison has studied what a business process should look like for fifteen years. He studied what major corporations did in process improvement that made them successful and distilled his findings into design principles that anyone can use. He has come up with 38 design principles that apply to all business processes.
Lean framework
Steps:
Find value-adding steps
Pull them out of the AS-IS process
Design a new process as close to pure value-add as possible. Remove activities that do not add value to a stakeholder
At this point, do not get bogged down into who will do the work - just create the flow. Then you can discuss who should do each step.
In order for a step to be considered value added, the activity must meet all three of the following criteria:
The customer is willing to pay for this activity
It must be done right the first time
The action must change the product or service in some manner (into something the customer wants)
Examples of non-value added steps include:
Inspection by a third party not part of the process (like traditional Quality Assurance)
A decision or review board as part of production
Multiple offices or entities performing the same or similar tasks.
Non value added tasks can be further broken down into two categories:
Non value added business required
Non value added pure waste
Non value added business required activities includes things like:
Hosting a Health Department Inspection
Filling out Tax Forms in Accounting
Accommodating a SOX Audit
Paying for a Business License
Ensuring hiring compliance policies for Federal, State, and Local Government
Paying for training for workers that they don't want or need, but are required to receive. (Driver's training for blind employees for example.)
Non value added pure waste activities include things like:
Having an expense form or time sheet printed out, then scanned, then emailed to its destination
Having 10 people approve a document electronically when 9 need to read it and 1 approve it
Heating up fries for 10 people that only 5 people will order at your restaurant
Placing workstations 20 feet apart with parts that need to be carried back and forth instead of next to each other
Non value added business required activities need to be kept in tight control, because many times, the people in charge of them will expand the activities because no one questions them. These are necessary, but not desirable activities. They cost everyone money, but provide no value.
Non value added pure waste activities need to be eliminated - not the people that perform the activities, but the activities themselves. They don't need to be performed for any reason.
Being transferred from person to person when there are questions or requests is a common frustration reason.
The single point of contact can be:
- Person
- Website
- Data depository
Handoffs are a source of the “three deadly sins”:
Delay
Errors
Expense
Minimize the number of handoffs between roles and organizational units. Have as few people as possible involved in the performance of a process. I would say, as few as possible, but as many as needed.
Dismiss “One size fits all.” At the beginning of the process, insert a decision point that transfers the input to its appropriate process.
Do not apply technology to a broken as-is process.
For example, when patient is registered for a visit, Front Desk capture their insurance information. This information will be needed later in the process – when billing for the services provided, but it is captured from the beginning.
Simulation can be leveraged to validate the existing process performance and to examine the likely process performance improvements under varying workloads.
Bottleneck is a situation where performance or capacity of an entire system is limited by a single or limited number of components or resources.
Add additional resources at the bottleneck or move work away from the bottleneck.
Backlog is an accumulation over time of work waiting to be done or orders to be fulfilled.
Tips:
Rank the goals first to ensure that you focus on those that have the most impact to the business or your project
Analyze process improvements mapped to your specific goals
Define the impact to the process and/or business
Peter Ferdinand Drucker was an Austrian-born American management consultant, educator, and author, whose writings contributed to the philosophical and practical foundations of the modern business corporation.
Motivation: Why do we want to improve this process?
Metrics: Measures that represent the value of what needs to change
Current: Current value of the metrics
Goal: Target value of the metrics
Unit: Unit of measure
Goal %: Goal as % of improvement
Tips:
1. Goals drive the process design activity.
2. The goals must be measurable.
3. Costs, performance, quality and time are very closely linked. Improving one is highly likely to improve another in a similar fashion.
4. In some cases, goals or the „possibilities‟ are not known. In this case you can „skip‟ goals and use improvement activities to „size‟ the goals, then come back to this step.
Process performance metrics:
Process capacity
Capacity Utilization
Throughput
Flow time
Idle time
Work in process
Set-up time