I am often asked to assist with technology change projects such as tool selection when a company has decided what they have is not working and they have decided to replace it with something else. This session will walk through an example of how a million-dollar software budget was saved and the customer problem was still solved by doing a thorough evaluation and gap analysis of the process to better understand and identify what the business needed. What will you learn: How to perform a process gap analysis and identify business needs

1. CEO of Smarter Consulting
Adjunct Professor/Trainer:
MS Applications, BA, Six Sigma, Leadership
20+ years designing, developing, and managing software
15+ years SharePoint experience
Six Sigma Black Belt, BSAC Certified
B.G.S Developmental Psychology
sweaver@smarter-consulting.com
@sharoneweaver
Sharon Weaver, MOS, BSAC, SSBB

2. THE GRASS
ISN’T ALWAYS
GREENER
HOW TO USE A PROCESS GAP ANALYSIS…
TO DETERMINE WHAT THE BUSINESS
ACTUALLY NEEDS

3. THE PROBLEM
 We have an existing software
solution, but it isn’t providing
what we need!
 We have already started a Six
Sigma project, our SS Belt left,
and now we just need to pick
the new software!
 We have a budget of $1.5M to
replace the software!

4. THE CONCERNS
 A different consultant had
done the original analysis
 The decision was already
made to buy a new piece of
software
 There was NO gap analysis
performed or documented

5. THE REQUIREMENTS
 Always do your own discovery
 Play dumb – you don’t know
what you don’t know
 Ask LOTS of questions
 Ask MORE questions
 Write it ALL down

6. PROCESS GAP ANALYSIS: AS-IS
 What are they ACTUALLY doing/using now?
 Ask about every scenario
 What happens first? Then what happens? What next?
 What happens if someone is on vacation or leaves?
 What workarounds or “temporary” processes or tools do they have? Highlight this!
 What do they like about the current process? Highlight this!
 What would they improve about the process if they could? Highlight this!
 EXPERT TIP: Ask about pain points and highlight them while you are documenting
 BONUS EXPERT TIP: Make sure EVERYONE that participates, is responsible, or
accountable for the process participates

7. THE AS-IS
 Using existing software with a basic process
 Ask about every scenario
 Not sure, most didn’t have training
 What workarounds or “temporary”
processes or tools do they have?
 Using other software to fill gaps
 What do they like about the current process?
 Best software on the market, does most of
what they need, hard to use
 What would they improve about the process if
they could?
 More training, everything in one
application, better notifications

8. PROCESS GAP ANALYSIS: TO-BE
 What do they WANT the process to look like?
 Ask about every scenario
 What should happen first? Then what should happen? What next?
 What happens if someone is on vacation or leaves?
 What workarounds or “temporary” processes or tools do they want to change/eliminate?
 What do they want to keep from the current process? Highlight this!
 What would they change about the process? Highlight this!
 EXPERT TIP: Ask about pain points and highlight them while you are documenting
 BONUS EXPERT TIP: Make sure EVERYONE that participates, is responsible, or
accountable for the process participates

9. THE TO-BE
 What do they WANT the process to look like?
 Easy to use software that tracks EVERYTHING
 Alerts and integration
 Ask about every scenario
 Defined new, simplified process
 What happens if someone is on vacation or leaves?
 Backup plans and additional users
 Training!!
 What workarounds or “temporary” processes or
tools do they want to change/eliminate?
 Limit to ONE login and application
 Pain points?
 TRAINING!

10. PROCESS GAP ANALYSIS
 GAP Analysis
 How do we get from the AS-IS to the TO-BE?
 Review ALL highlighted items
 What needs to stay?
 What needs to change?
 What is painful and important? (THESE ARE YOUR CRITICAL TO QUALITY ITEMS)
 Create the TO-BE Process
 Document everything
 Change Management
 Don’t forget the TRAINING!

11. THE ANALYSIS
 Software options
 Current vendor
 Can they provide needed changes?
 Training?
 Other vendors
 Custom application
 TO-BE Process
 Document, implement, and train ALL users
 Highlight CRITICAL TO QUALITY areas

12. THE SOLUTION
 Same vendor
 Same software
 A few additional modules and customizations
 TRAINING
 A few process changes
TOTAL COST?
A LOT LESS THAN $1.5M 
Actually about $300k over 3 years
TOTAL SAVINGS?
Over $1M
CLIENT SATISFACTION:
PRICELESS

13. QUESTIONS?

14. sweaver@smarter-consulting.com
@sharoneweaver