The document discusses the concept of Business Process Management (BPM) and its significance in improving organizational processes to achieve objectives like increased productivity and customer satisfaction. It outlines project initiation steps for handling area damage reporting, the importance of a well-understood project team, and the need to improve processes before automation to avoid magnifying inefficiencies. Additionally, it mentions various BPM software options available for implementation.

1. Do you know your processes?BPM for Housing OperationsBrandon VegaAlex Rockwell

2. Quote“If you can’t describe what you are doing as a process, you don’t know what you’re doing.” -W. Edwards Deming

3. 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. [www.crfonline.org/orc/glossary/b.html]

4. What is BPM? The achievement of an organization’s objectives through the improvement, management and control of essential business processes.[Business Process Management: Practical Guidelines to Successful Implementations, 2008]

5. BPM is NOT…just a technology tool,a solution to all your business problems,the best choice in all cases.

6. What can BPM do for me?Increased productivityIncreased process complianceImproved communicationImproved resource utilizationShorter process cycle timesLower process costIncreased customer satisfaction

7. Area Damage BillingPaper processCharges recorded by office clerks.Carbon copy formCharge amounts on a piece of paper. Accounting enters charges manually.

8. StepsProject InitiationIdentify target processPut together teamKick-off meetingMap out the processImprove the processDevelop the softwareGo live

9. Project InitiationCreate Project Initiation Document (PID).Requires sign-off from project sponsor.Ensures project “makes sense”.Allows for checking progress.

10. Project InitiationObjectiveWhat do we want to do?Summarize what the project should accomplish.Success CriteriaProject Plan (high level)

11. Project InitiationThe objective is to provide a streamlined method for handling the Area Damage reporting and appeals process that reduces the total time for process completion.Objective

12. Project InitiationArea charge amounts standardized.Charges are submitted in real-time.Remove need for manual entering of charges by accounting.Total time for charge submission is reduced.Success Criteria

13. Project InitiationProject Plan

14. Identify Target ProcessDetermine the project Scope.Involve the key stakeholders.Create a process hierarchy diagram or similar.Identify all activities in the process.Identify sub-processes.Focus on process AS-IS.

16. Project TeamPeople determine the success of your Business Processes.Must understand what is expected.Must understand their role in the process.Process changes especially delicate

17. Project TeamShould include sample of all actors involved.Ownership is importantProject Sponsor(s)Person(s) making important decisionsProject ManagerBusiness AnalystDevelopers

18. Project TeamProcess OwnersDecision makersAbility to change the process after it is definedSubject Matter Experts (SME)Those with “hands-on” knowledgeAbility to provide detailed process informationAdvocates of the project

19. Project Team

20. Project Team

21. Kickoff MeetingAll stakeholders in attendance Review of PIDStakeholders agree to responsibilities.Sign off

22. Analyzing the ProcessMap the workflowGo low-tech with Post-ItsActivitiesDecision PointsMay use colored Post-Its to differentiateDry erase board

24. Mapping the WorkflowWrite activity title in few words Write decision points with YES/NO answerBasic success scenarioPost-Its can be moved aroundSpend as much time as necessaryInvolve as many stakeholders as possibleFocus on Process “As-Is” (current state)

26. Assign RolesAssign roles to activitiesOne role assigned to each activityWrite on bottom of Post-Itor, specify using dry-erase board.

27. As-Is

28. Improve the Process “The first rule of any technology 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

29. Improve the Process Technology alone will not fix bad processes.Often organizations experience an increase in paperwork/rework and diminished quality after automating a key business process.BPM automation is successful if the processes are improved FIRST.

30. Improve the ProcessFind areas for process improvementTouch TimeCycle TimeUnit costTouch to Cycle time ratio >3% is good.

31. Improve the Process

32. Improve the ProcessLook for easy improvementsHigh cycle timesAutomating will remove 2465 minutes from cycle time

33. Improved

34. Software DevelopmentObtain signoffSetup milestones with target datesDevelopment methodologies:Traditional “waterfall”Iterative approach (Agile or XP)Custom

35. Our Approach to DevelopmentIterative developmentEach iteration results in working softwareDeploy to a server and testGet feedback from stakeholdersAdjust target date, if necessary

36. Software DevelopmentDocument changes in requirements Wiki is a great place for documentationTrac - trac.edgewall.orgWiki and ticket systemSpreadsheetAccess database

38. Software DevelopmentDo not forget to record metrics.Important for management.Log start and endtime for key activities.Sendnotifications for “out of ordinary” events.You should see improvements.

39. Ready to Go LiveHardware is in placeNo critical change request pendingImplementation plan in placeCommunicationSupportTraining

40. jBPM SoftwareJava-based BPM open-source software.Graphical Process Designer.Web console for process testing.jBPM engine waits for tasks to be completed.“Knows” what is next in the task list.“Knows” who should complete the task.

41. jBPM Demonstration

42. Other BPM SoftwareProcessMaker (open source, PHP) processmaker.comCuteFlow (open source, PHP) cuteflow.orgNxBRE (open source, .NET) devintelligence.comLombardi Teamworks (PHP) lombardisoftware.comSkelta (.NET) skelta.comActiveVOS (Java) activevos.com

43. Thank you!