let them eat cake: a process map in frosting (287716404)

8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)

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Let Them Eat Cake! A Process Map In Frosting

Lisa Hall • Vikki Massey

The University of Tennessee Health Science Center



What is a business analyst?

The International Institute of Business Analysis provides

this job description, “A business analyst works as a

liaison among stakeholders to elicit, analyze,

communicate and validate requirements for changes to

business processes, policies and information systems.The business analyst understands business problems and

opportunities in the context of the requirements, and

recommends solutions that enable the organization to

achieve its goals.”

Source: Investopedia.com

https://www.iiba.org/Careers.aspx

https://www.iiba.org/Careers.aspx



Qualities of a business analyst (BA)?

• Organized

• Good listener

• Strong communication

(negotiation) skills

• Strong facilitation skills – lead meetings in the absence

of the Project Manager

• Strong relationship skills

• Strong time management skills

Career path Project Management Role



How did we get started?

• Looked internally

• Provided on the job training

• Exec Dir acted as Primary BA …LOTS of meetings

• Assigned primary & secondary BA

• Developed process & templates

• Developed Master Task List – more insight into

responsibilities

• Limited BAs to three projects at a time

• Transitioning technical responsibilities• BAs becoming primary, Exec Dir taking back seat

Lesson Learned Take A Course



The right people in the right seats on the bus!

According to Jim Collins in Good to Great, “If we get the right people on the bus, the

right people in the right seats…then we’ll figure out how to take it someplace great.”



New project request processITS receives a

customer requestfor a new

application orenhancement to acurrent application

ITS meets with thecustomer to obtainmore information

about ProjectRequest.

Project TeamMeeting scheduled

with theStakeholders, PM,BA to learn more

about currentprocess and solidify

the Need.

PM developsCharter & Scope

BAs meet withStakeholders

separately to fleshout user

requirements anddevelop the User

Requirementsdocument.

Business Analystsmeet with Sponsorand ITS Director(s)

to review UserRequirements

document. Obtainsign-off fromSponsor andDirector(s).

BAs meet withSysDev Tech Leads

to review UserRequirement,

identify gaps inknowledge, andidentify potential

solutions.

Team Meetingsoccur at scheduledintervals, based on

complexity ofproject, (e.g.

Weekly ProjectMeetings)

Branding forapplicationdeveloped.

Project Teamdevelops

CommunicationPlan for rollout.

Rollout

Request could alsocome from user to

developer ormanagement, or

through Footprints.Requestor directed to

ITS PMO Request Form.

PM presents allNew Requests at

Directors Mtg oncea month to

determine who willbe involved.

Goal of this meeting is tosolidify Need. No solution will

be discussed. Purpose andscope should be clearly defined.

BAs assist indeveloping charter/

scope draft.

Guideline: 1 page forinternal ITS projects

2 pages for campus=

sponsored projectsScope Baseline created

to define scope of

project. WorkBreakdown Structure

(WBS) feeds into Project

Plan. Based on WBS,

schedule of projectdeveloped along with

projected delivery date

and timeline.

Initiation Phase

Planning Phase

Execution Phase

Develop ProjectPlan. Develop Work

BreakdownStructure (WBS).

Project Plan & WBS

Server Environmentcreated.

Programming/Developmentperformed.Database

designed/modified,etc.

Test & Refine –Meet with users to

review progress anddetermine changes.

User test casesdeveloped. Usertests application

and providesissues.

Two iterations oftest & refine

completed prior toGo Live.

Change Requestssubmitted forPhase II out ofscope items.

Close Phase

Customercompletes a ProjectRequest web form

and ITS ProjectManager is notified.

Translate intoTechnical

Requirementsdocument.

Project Team (Users& BAs) research

possible solutions:* e xisting apps

*other universities/campus apps

* Off-the-Shelf * 3rd party hosted

solutions

Develop a Matrixwith recommended

solutions andfunctionality

available. Includecost, resource

requirements, time.

Jan would like metrics:* Cost ($100 - $10k $500)

* Resources/skills assessment

* Time to complete * Level of effort

Customer makes decisionbased on this information.

Present possiblesolutions toCustomer.

Project Teamdevelops UserManual and

Training Material.

http://uthsc.edu/its/pmo/request

ProjectProject

orTask?

Tasks areprioritized by

Director of IT Deptsaffected.

Task

Based on thepriority of project,

PM schedules initialmeeting.

Project Team meetsto review and

obtain approval ofCharter & Scope

with ProjectSponsors andStakeholders.

BAs & Tech Leadsmeet with assigned

technical staff(AppDev, Web,

ComputingSystems) to reviewUser Requirement.

AdditionalQuestions forRequestor?

YES

NO

Project Planreviewed with

Project Sponsor.Delivery date

approved.

TimingMilestone

Project AcceptanceMeeting withRequestor.

Project Closed

Changes will behandled as ProjectEnhancements or

Phase II.

CIO, Project Mgr &Exec Dirs prioritize

projects

Tasks are trackedwithin department

Charter & Scope,PreliminaryProject Plan

Technical

resources do notparticipate in this

meeting, unlessneeded to supply

insight into currentapplication.

User RequirementsDocument

Facilitatedocumentation ofCurrent Process

with Project Teamand individual

Stakeholders asnecessary.

Current “As Is”BPM

Facilitatediscussion and

documentation ofthe Potential/

Proposed FutureProcess with Project

Team andstakeholders tofully understandneeds and goals.

Future “To Be”BPM

DraftUser Requirements

Document

DoesCharter or

Scopechange?

Weekly Status Reviews (emails, conference calls, meetings) with full Project Team to keepStakeholders in the loop.

We all agree thatthis is what

Stakeholders w t.

Sponsor chosessolution. NO

PM processesChange Request for

Charter / Scope.

YES

Project Teamreviews User

Requirements &Future Process

documentation forupdate.

Will FutureProcessChange?

NO

YES

BAs meet withSponsor and ITS

Director(s) to reviewUser Requirementsdocument. Obtain

sign-off fromSponsor andDirector(s).

BA develop DataDictionary and Use

Cases.

Initial Meeting may include:Requestor

CIODirectors of relevant IT Depts

Project Manager (PM)

SysDev Business Analysts (BA)(audience determined by size

and preceived scope ofproject)



Business Process Mapping 101



What is a process?

A process is a collection of activities

that takes one or more kinds of input

and creates output that is of value to

the customer

Suppliers Inputs Process Customersutputs

International Affairs

utilizes Sunapsis to

monitor & track

International

population

New UTHSC

Employee

Record in

SEVIS

Human Resources Federal Government

(SEVIS)

New

Employee

Record in

IRIS

Daily Data Feed from

HRIS into Sunapsis



What is a process map?

• A graphical display of steps, events and

operations that constitute a process

• Each step has a box or graphic to show an

action being taken

Process Decision

Manual

FileDocument

Database



Why process map?

• Provides a simplified view of a complex process

• Provides ability to “see” full process – a 360° view

• Provides ability to “see” how change will impact

“downstream” processes• Identifies non-value-add steps and process improvement

opportunities

• Provides a tool to measure process cycle times

• Articulates “As Is” and “To Be” processes in process

owner’s own words

• Provides a tool for training and business continuity

~ The Benefits ~



Now it’s your turn…

• 15 minutes

• Develop a Business Process Map (BPM)

• There are 8 people at each table

• 4 of you will be Business Analysts

• 2 Scribes, 1 Presenter • 4 of you will be the Process Owners

• BAs: You have 15 minutes to ask the Process Owners

questions and develop a process map, using the post-it

notes, markers, and big paper.

• The last 10 minutes of the session will be to review yourprocess map and discoveries from this exercise.

Process: How To Bake A Cake



How To Bake A Cake BPM

StartTake Cake Mix out

of Pantry

Assemble

ingredients

Follow directions.

Mix ingredientsRead Directions Grease pan

Pour ingredients

into pan Put pan into oven

Preheat oven

Set timer

When timer goes

off, check cake fordoneness

Remove cake from

oven Cool cake Frost cake

Serve cake Enjoy! End



End Result



Intended Result



How To Bake A Better Cake BPM

~ Start ~

Need a Cake

Determine type of

cake

Do

you have the

necessary cake

pans?

Will

you purchase

necessary cake

pans?

NOPurchase

Cake?NOSelect another type

of cakeNOA

irthday Cake

Wedding Cake

Fancy Dessert

Simple Coffee Cake

Other

Do

you have the

necessary skill

set?

YES

Will

you learn?NO

Take class to learn

cake making skills.

YES

A

NO




Assemble

ingredients

Follow directions.

Mix i ngredientsRead Directions Grease pan

Pour ingredients

into panPut pan into ovenPreheat oven

Do

you have the

necessary cake

pans?

Will

you purchase

necessary cake

pans?

NOPurchase


of cakeNO

Go to store to

purchase cake

YES

End

Go to store(s) to

purchase cake

pans and necessary

ingredients

Do

you have all of the

ingredients?

YES YES

NO YES

A




Set timer

When timer goes

off, check cake for

doneness

Remove cake from

ovenCool cake

Frost

& decorate cakeServe cake

~ End ~

Enjoy!

Is cake done?

Set the timer for 2

more minutes.

Return cake to

oven.

NO

YES

There Is No “Right” Process Map



Intended Result



How Does This Apply To IT?

~ Start ~

Need aCake

Assemble

ingredients

Follow directions.

Mix ingredientsReadDirections Greasepan

Pour ingredients

intopanPut pan into ovenPreheat oven Set timer

When timer goes

off, check cake for

doneness

Remove cake from

ovenCool cake

Frost

& decorate cakeServecake

~ End~

Enjoy!

Determine type of

cake

Do

you havethe

necessary cake

pans?

Will

you purchase

necessary cake

pans?

NOPurchase


of cakeNO

Goto storeto

purchase cake

YES

End

Goto store(s) to

purchase cake

pans and necessary

ingredients

Do

you haveall of the

ingredients?

YES YES

NO YES

A

irthday Cake

Wedding Cake

Fancy Dessert

Simple Coffee Cake

Other

Is cake done?

Set thetimer for2

moreminutes.

Returncake to

oven.

NO

YES

Do

you havethe

necessary skill

set?

YES

Will

you learn?NO

Take class to learn

cake making skills.

YES

A

NO

Have the tools & the skill set?

Design & build internally!

Don’t have the tools?

Purchase off-the-shelf (host & maintain)!

Don’t have skill set?

Select a hosted solution!



And, that’s the frosting on the cake!

• Our goal is to develop and install applications thatmeet the customer’s needs within our projected

time frame and within budget.

• We are successful when our

customer is happy!

• The more cakes we bake,

the better the cakes we will

bake!

• The more process maps we

do, the better they will be!



Quotes from Educause review

“The system’s current trajectory is not

sustainable….We’re going to have to do things

differently. We can’t go about business as usual.”President Obama

“Pressuring colleges to be less change-averse” PaulLeBlanc

“Before going to the “What should we do?”

question, leaders need to pause and ask the “What

do we do now?” question.” Paul LeBlanc



Help Us Improve and Grow

Thank you for participating

in today’s session.

We’re very interested in your feedback. Please takea minute to fill out the session evaluation found within

the conference mobile app, or the online agenda.

let them eat cake: a process map in frosting (287716404)

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