7 Steps To Process Mastery
Description
Presentation on the 7 Steps to Process Mastery from the book…
The Insiders’ Guide to BPM: 7 Steps to Process Mastery by Terry Schurter with Peter Fingar
Transcript
1 Copyright 2009 © All rights reserved. Global 360 Inc.1Seven Steps to Process Masterythe insiders’ guide to mastering your processesTerry SchurterGlobal Thought LeaderDirector Product Strategy, Global 360Chairman, Board of Advisors, International Process and Performance Institute Copyright 2009 © All rights reserved. Global 360 Inc.2What is Process?People are process, and process is the sum of the people in it!Providing oversight…Making business Decisions…Checking and validating…Giving direction… Leading Optimization…Transforming operations…Performing work…Assembling facts…Designing executable models…Deploying systems…Performing work… Copyright 2009 © All rights reserved. Global 360 Inc.3Terrace?Patio?Your point of view…YOUR PERSPECTIVEwill determine how you see,and how you understand,PROCESS!Putting Process into Perspective Copyright 2009 © All rights reserved. Global 360 Inc.4Oversees the business on an enterprise basisReviews statistics across tasks, processes and departmentsManages tasks and processesPerforms Process TasksIf you perform tasks, how does that affect how you see process?If you manage tasks & processes, how does that change?What about across departments?And across the enterprise?ProcessorSupervisorProcess AnalystExecutiveIndividual Perspectives Copyright 2009 © All rights reserved. Global 360 Inc.5The Seven Step to Process Mastery Copyright 2009 © All rights reserved. Global 360 Inc.6Step 1 – Understand and EmbraceYour GoalMotivation Baseline Goal» Financial Return» Mandate» Quality Improvement» Customer Satisfaction» Fix a Problem» Capacity Limitation» Corporate Strategy» It’s my Job» Current Cost» We need to…» 20% Rework» 100 Complaints per month» The problem is…» 1000 units per day» We will…» My job is…» Reduce by 30%» We do that by…» 3% rework» < 10 complaints/ mth» …proves its fixed» 1500 units per day» measured by…» and this shows I’m doingwhat I need to!1 Copyright 2009 © All rights reserved. Global 360 Inc.7»Seek Simplicity – it is the key to success»Identify white-space; and eliminate it!‣Do this by eliminating non-value added work, and by automatingtasks where possible»Don’t make people do what software can»Don’t make software do what people must!»Simplify the User Experience; without this we are likely to fail!Step 2 – Build an Elegant Design2 Copyright 2009 © All rights reserved. Global 360 Inc.8CustomerServiceRepresentative“I can’t find the originalapplication.”“The Customer is onthe PHONE NOW!”“Why am I entering this again?”“I have to go around the system, because thingsdon’t really WORK THAT WAY.”“What I’m I supposed to do now?”“But I have to work on multiplefiles at the same time!”“Has anyone else ever run into this?”“So WHY would Ido that?”“You have to do THIS, before you can do THAT?”“Because that’s the WAY the systemsays I have to…”“That’s the rule, don’t question it, just do it.”“I can’t change that, the system won’t let me.”“I did change that, the systemchanged it back!”“Make your notes first, then go thesystem. It’s easier that way…”Set the Stage – What’s it Like in theReal World3 Copyright 2009 © All rights reserved. Global 360 Inc.9»Design Experiences, not just Interfaces»Work within the User’s Context!»Practice Quality as Defined by Dr. Juran‣“Quality is Fitness of Use as Judged by the User!”»Make everything as Simple as Possible»Make everything as Flexible as PossibleStep 3 – Improve PersonalProductivity3 Copyright 2009 © All rights reserved. Global 360 Inc.10Unexpected process “adjustments” are the rule more than the exceptionMurphys Law thrives in process: “If anything can go wrong, it will…”Set the Stage – What’s it Like in theReal WorldStep 1 Step 2 Step 34 Copyright 2009 © All rights reserved. Global 360 Inc.11Step 4 – Orchestrate for Real TimeDemand»Recognize that “ad hoc” is the Real World of Process!»Remember, Murphy’s Law Thrives in Work»Don’t Design in Complex Orchestration»Do Design in Flexibility4 Copyright 2009 © All rights reserved. Global 360 Inc.12Step 5 – Keep Your Process in TuneReactive Active ProactiveMeasure ProcessStatistics to find…Backlogs,Bottlenecks,Sharp rise inprocessing timeAudit…Goal KPIs,Business KPIsDetect Work PatternChanges in…Documentsuploaded,Error correction,Data entry,ValidationPAST PRESENT FUTURE5 Copyright 2009 © All rights reserved. Global 360 Inc.13EnterpriseFunctionalAreaProcessTasksProcessTasksDepartmentProcessTasksProcess Data is “rolledup” and aggregatedKPIs are “brokendown” into elementalcomponentsProcessorSupervisorProcessAnalystManagerRelevant Informationenables “ProcessBlinking”Set the Stage – The Hierarchy ofProcess Transparency6 Copyright 2009 © All rights reserved. Global 360 Inc.14»Use the Power of Rapid Cognition»Roll up Data to Create Process Powered Transparency»Break Down KPIs to Create Personal AnalyticsStep 6 – Create Transparency6 Copyright 2009 © All rights reserved. Global 360 Inc.15» Map the CustomerExperience» Define the DesiredCustomer Experience» Create CustomerExperience KPIs» Optimize for DeliveryStep 7 – Deliver the CustomerExperience7 Copyright 2009 © All rights reserved. Global 360 Inc.16Traditional BPM products focus on ONEperspective – process models – leaving allthe rest up to someone else… (you)Persona-based BPM from Global 360delivers optimized user experiences forall of the people in process!Persona-based BPM:Embracing all of people in process Copyright 2009 © All rights reserved. Global 360 Inc.17Understand and Embrace your goal…viewPoint Assessment Service and Insight Goal ManagementBuild an Elegant Design…with Builder tools optimized to drive elegant process designs – fastImprove Personal Productivity…Persona Experiences optimized to how work gets doneOrchestrate for Real Time Demand…with case management and ad hoc orchestrationKeep your Process in Tune…with Insight Process Intelligence and SimulationCreate Transparency…with Personalized Analytics and DashboardsDeliver the Customer Experience…with the Global 360 Persona-based BPM PlatformPersona-based BPM:Changing how work gets done1234567 Copyright 2009 © All rights reserved. Global 360 Inc.18For More on Process Mastery…Changing how work gets donehttp://www.amazon.com/Insiders-Guide-BPM-Process-Mastery/dp/0929652096http://acuitystudio.com/human-centric-process-analysis-and-improvement/
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