7 steps to better processes

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1 Copyright 2009 © All rights reserved. Global 360 Inc. 1 The 7 Steps to Process Mastery Terry Schurter BPM Thought Leader Chairman, Board of Advisors, International Process and Performance Institute

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Page 1: 7 Steps to Better Processes

1 Copyright 2009 © All rights reserved. Global 360 Inc.1

The 7 Steps to Process Mastery

Terry Schurter

BPM Thought Leader

Chairman, Board of Advisors, International Process and Performance Institute

Page 2: 7 Steps to Better Processes

Copyright 2009 © All rights reserved. Global 360 Inc.2

The Seven Steps to Process Mastery

Page 3: 7 Steps to Better Processes

Copyright 2009 © All rights reserved. Global 360 Inc.3

Step 1 – Understand and Embrace Your Goal

Motivation 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 doing what I need to!

1

Page 4: 7 Steps to Better Processes

Copyright 2009 © All rights reserved. Global 360 Inc.4

In the maze we have given you, take 40 SECONDS to find the path from Start to Finish that takes the least number of turns…

Go! Stop!10 20 30

Under 20 turns?

Under 15 turns?

Under 10 turns?

Under 5 turns?

Set the Stage – It’s Amazing!

Start

Finish

2

Page 5: 7 Steps to Better Processes

Copyright 2009 © All rights reserved. Global 360 Inc.5

»How many people had something like this?

Start

Finish

Why did we do this?

» What we know influences what we think we can do… (constraints)

» Often causing us to leave assumptions unchallenged…

» Thereby limiting our ability to design great processes!

» Yet the GOAL is to get to the finish line in the simplest way possible!!!

2 Set the Stage – It’s Amazing!

Page 6: 7 Steps to Better Processes

Copyright 2009 © All rights reserved. Global 360 Inc.6

»Seek Simplicity – it is the key to success

»Identify white-space; and eliminate it!

‣Do this by eliminating non-value added work, and by automating tasks 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

Page 7: 7 Steps to Better Processes

Copyright 2009 © All rights reserved. Global 360 Inc.7

Customer Service Representative

“I can’t find the original application.”

“The Customer is on the PHONE NOW!”

“Why am I entering this again?”

“I have to go around the system, because things don’t really WORK THAT WAY.”

“What I’m I supposed to do now?”

“But I have to work on multiple files at the same time!”

“Has anyone else ever run into this?”

“So WHY would I do

that?”

“You have to do THIS, before you can do THAT?”

“Because that’s the WAY the system says 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 system changed it back!”

“Make your notes first, then go the system. It’s easier that way…”

Set the Stage – What’s it Like in the Real World3

»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 Possible

Page 8: 7 Steps to Better Processes

Copyright 2009 © All rights reserved. Global 360 Inc.8

Set the Stage – What’s it Like in the Real World

Step 1 Step 2 Step 3

4

Murphy's Law thrives in process: “If anything can go wrong, it will…”

» 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 Flexibility

Page 9: 7 Steps to Better Processes

Copyright 2009 © All rights reserved. Global 360 Inc.9

Step 5 – Keep Your Process in Tune

Reactive Active Proactive

Measure Process Statistics to find…

Backlogs,

Bottlenecks,

Sharp rise in processing time

Audit…

Goal KPIs,

Business KPIs

Detect Work Pattern Changes in…

Documents uploaded,

Error correction,

Data entry,

Validation

PAST PRESENT FUTURE

5

Page 10: 7 Steps to Better Processes

Copyright 2009 © All rights reserved. Global 360 Inc.10

Process Data is “rolled up” and aggregated

KPIs are “broken down” into elemental

components

Processor

Supervisor

ProcessAnalyst

Manager

Relevant Information enables “Process Blinking”

Set the Stage – The Hierarchy of Process Transparency6

Page 11: 7 Steps to Better Processes

Copyright 2009 © All rights reserved. Global 360 Inc.11

» Map the Customer Experience

» Define the Desired Customer Experience

» Create Customer Experience KPIs

» Optimize for Delivery

Step 7 – Deliver the Customer Experience7

Page 12: 7 Steps to Better Processes

Copyright 2009 © All rights reserved. Global 360 Inc.12

For More Information on the 7 Steps

http://www.amazon.com/Insiders-Guide-BPM-Process-Mastery/dp/0929652096

Product DescriptionBPM big wins have been limited to a small cadre of process masters... but not anymore. Now everyone is just 7 steps away from process mastery.-------------------------------------------------- We ve all heard those stories of BPM success that influenced the bottom line and increased revenues. We've all heard those compelling cases of 50%, 60% even 70+% reductions in process cost with hard ROI payback in 12 months or less. We have heard them and they are very compelling. Yet it seems that for many of us, those kinds of results remain elusive. Why is that? Perhaps it is because no one has taken the time to distill the essence, in simple terms, of just how to achieve such results. And that is what this book is intended to do.

This book draws out the 7 steps that can help you master your processes, regardless of what mastering means to you. This book is your insiders' guide to making BPM work for you. BPM can make a big difference for almost any business goal. BPM can make a difference with almost any process. Everyone can be successful with BPM. But we also know that process mastery has, to date, remained an unfulfilled promise for far too many organizations.

Whether you're seeking the insights to consistently achieve goals with BPM, looking to move yourself from moderate success to big wins, or wanting to keep hitting those process home runs, this book is for you.

About the AuthorTERRY SCHURTER is an internationally recognized process expert, receiving the Global Thought Leadership Award in 2007 from the BPM Group. He currently serves as Director of Product Strategy for Global360 and is Chairman of the Board of Advisers for the International Process and Performance Institute. He has held executive positions including CEO, CIO, VP of Strategy and VP of Engineering. In his 25 years experience in business management he has held senior management positions at Bloor Research, Bennu Group, 3Rings Technolo-gies, Eon Mobility, USDATA, xFactory, and Westinghouse, where he won the prestigious George Westinghouse Signature of Excellence award two years in a row. He is an international speaker (including Fortune 50 C-level events), a Certified Process Professional Coach, and is an author of five books including ''Customer Expectation Management: Success Without Exception,'' a manifesto for customer focused companies; ''Technologies for Government Transformation: ERP Systems and Beyond,'' awarded the 2006 Award for Most Effective Education by the Government Research Association and named to the Top Ten Books for Public CIOs by Public CIO Magazine; and ''In Search of BPM Excellence.''