mission possible business process improvment
TRANSCRIPT
Business Process Improvement
Your Mission
Understand the why and when
Learn how to build a strong team
Learn tools and techniques
Identify targets of opportunity, build maps
Mission Objectives Briefing
Assemble the Team
Training
Execute 1st Phase
Measure success against goals Debrief
Re-engineer processes and set goals Execute 2nd Phase
What is it used for?
Are a roadblock or bottleneck in the process
• For example:
• Paper forms
• Unnecessary signatures
• Limited timeframe when not req’d
• Only one person trained
Consume excessive resources
• Time
• Personnel
• Technology
Identify parts of a process that:
Do not meet the needs of . . .
• Students
• Faculty
• Staff
• Administrators
Don’t take advantage of available technology
• Existing
• New
Identify parts of a process that:
Off track with current
• Policies
• Regulations
Identify parts of a process that:
Policy XYZ
Reg 123
Phase 1 and 2
Map the Current Process
Re-engineer the Process
When?
Policy or regulation
change
Routinely
System failure
New tech
Reach for the Vision
How? Identify Process
Establish Project Team
Document Current State
Analyze current state
Envision future State
Create and Implement
New Process
Evaluate Success
Assemble
your
team!
• New and veteran employees
• People representing the full spectrum of the process
• Staff and administrators
Mapping the Current State
Select Process
Captured the
discussion?
Map process as it
exists today
No
Yes Process
complete?
End
No
Yes
Flowcharting Solutions
Diagram.ly.com
Activity Diagram
Swimlane
Ask questions to understand but not challenge the process.
• What value does this step add?
• How long has this process been used?
• What policies, contracts or regulations dictate how this process must exist?
• What technology is being used?
• What are the exceptions?
• What is the time used for each step?
• What are the triggers, dependencies and outcomes?
Identify Process
Establish Project Team
Document Current State
Analyze current state
Envision future State
Create and Implement
New Process
Evaluate Success
• Align existing policies and procedures with the process
• Involve all process stakeholders in constructive inquiry
• Engage stakeholders in identifying must haves and wish list items
Re-engineering
Kano Model
Source: http://www.processexcellencenetwork.com/six-sigma-quality/columns/make-your-organization-more-customer-centric-with/
Re-engineering
• Review existing technology for opportunities or explore new technology
• Identify process improvement opportunities, especially those that are high impact-low cost
• Offer quick tangible results and set goals.
Identify Process
Establish Project Team
Document Current State
Analyze current state
Envision future State
Create and Implement
New Process
Evaluate Success
Congratulate the Team!
Next . . .
