the insiders guide to bpm - step 3
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Presentation from the book, the Insiders Guide to BPM: 7 Steps to Process MasteryTRANSCRIPT
The Insiders’ Guide to
BPM7 Steps to Process Mastery
By Terry Schurter Step 3 – Improve Personal Productivity
The Insiders’ Guide to BPM by Terry Schurter - www.tschurter.com 2
The Insiders’ Guide to BPM: Step 3
Improve Personal Productivity
To improve personal productivity, we must first understand what the productivity challenges are in the current process design.
Those productivity challenges are tasks in the process that for one reason or another, force Participants to:
• work harder than necessary• engage in unnecessary interactions• perform work outside of the process design• juggle multiple competing tasks• have specialized knowledge to complete a task that is not a
specialized task
Improving Personal Productivity
The Insiders’ Guide to BPM by Terry Schurter - www.tschurter.com 3
The Insiders’ Guide to BPM: Step 3
Improve Personal Productivity
The Task Analysis provides some perspective on the challenges faced by process Participants. From it we can see:
1) The Tasks each person is expected to perform2) How many different objects they must interact with3) What kind of actions we are expecting them to perform
From this perspective, we can get a sense for some of the challenges Participants face in achieving new levels of personal productivity.
However, more is needed. In this step we seek to identify those challenges that are not obvious just from the Task Analysis.
One Perspective – the Task Analysis
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The Insiders’ Guide to BPM: Step 3
Improve Personal Productivity
Challenges to Personal Productivity - Examplesdocument legibility Difficulty in accurately reading information on one or more documents
exception-handling Extra work based on exceptions to the "normal," or planned work
duplicate data entry Entering the same data more than once (including across Tasks)searching (detective
work)Spending time finding ANYTHING needed to complete a Task (physical or digital)
complex forms/documents Dealing with complex forms or documents that are non-intuitive
complex business rulesBusiness rules that are difficult to understand or apply to real world scenarios
missing document A required document that is missing
inaccurate data Data, physical or electronic, that is needed but is not accurate
incomplete data Data, physical or electronic, that is needed but is not available
swivel-chair movement Movement of a Participant between objects (systems, documents, et. al.)
complex user interfaceA system interface that is difficult to successfully navigate to a desired conclusion
technical system issues System or equipment issues that result in work outage or additional workpulled away for other
work Competing priorities that shift focus in a random or unplanned manner
frequent changesChanges to systems, rules, procedures or work instructions that occur frequently
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The Insiders’ Guide to BPM: Step 3
Improve Personal Productivity
Whether you use the examples provided on the previous slide, others you define yourself, or any combination thereof the important thing is that Challenges are identified…
And they must be assessed for each Task.
Identifying Challenges to Personal Productivity
There’s something magically about the number 3. Where one or two is not enough, three is just right. Where four or more is too much, three is just right.
Therefore, in Step 3 we look to identify a maximum of 3 challenges to each Task in the Task Analysis.
The Rule of 3
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The Insiders’ Guide to BPM: Step 3
Improve Personal Productivity
This is not complicated, but it is easy perform incorrectly. We are not looking to find 3 challenges for each Task, we are looking for up to a maximum of 3 very real challenges that stand out to process Participants. Therefore:
1) Some (perhaps many) Tasks will have no challenges2) Few (perhaps no) Tasks will have 3 Challenges3) If we don’t know what the real challenges are – do not make
them up or speculate!
So how do we know what productivity challenges really exist in a process?
Caution – Know How To Do This Properly
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The Insiders’ Guide to BPM: Step 3
Improve Personal Productivity
1. Think about what you know, you may already have much of the information that you need.
2. Observe Participants performing their Tasks. Observation will often bring obvious challenges to the forefront.
3. Ask the Participants about their challenges. Be a good interviewer and lead them to uncover their biggest pain-points.
4. Research process to uncover patterns behind rework, inconsistencies, or quality issues – all clear signs of challenges.
Regardless of how you identify productivity challenges, the next step is to build those into our process picture.
Know, Observe, Ask, Research
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The Insiders’ Guide to BPM: Step 3
Improve Personal Productivity
From Step 2 - The Agile Style Task Analysis…
ParticipantAction(the task being performed)
Primary Object(the object of the
Action)
Work Object Type
1 As an Underwriter I review the application Document
Challenge 1 Challenge 2 Challenge 3
legibility Inaccuracy
…we add Challenges (Step 3)
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The Insiders’ Guide to BPM: Step 3
Improve Personal Productivity
From Step 2 - Assessing Process Improvement
# Tasks
# Hands-off (each time
work changes hands)
# Participant
s
# Objects(unique
)
# Challenges
B
1
2
nBaseline – Total for each category before improvement
# Tasks – Total number of Tasks Eliminated
# Hand-offs – Total number of Hand-offs Eliminated
# Participants – Total number of Participant (roles) Eliminated
# Objects – Total number of different objects Eliminated
# Challenges – Total number of challenges Eliminated (defined in Step 3)
Baseline
Improvement
1
Improvement
2
Improvement
nChallenges from Step 3 go here in
the Step 2 Assessment
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The Insiders’ Guide to BPM: Step 3
Improve Personal Productivity
From Step 2 - Calculating Net Gain
Tasks
Hands-off (each time
work changes hands)
Participants
Objects(unique
)Challenges
B 100% 100% 100% 100% 100%
1
2
nTasks – Percent Improvement (Tasks Eliminated/Baseline Tasks)*100
Hand-offs – Percent Improvement (Hand-offs Eliminated/Baseline Hand-offs)*100
Participants – Percent Improvement (Participants Eliminated/Baseline
Participants)*100
Objects – Percent Improvement (Objects Eliminated/Baseline Objects)*100
Challenges – Percent Improvement (Challenges Eliminated/Baseline
Challenges)*100
Baseline
Improvement
1
Improvement
2
Improvement
n
Step 3 Challenges go here
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The Insiders’ Guide to BPM: Step 3
Improve Personal Productivity
In Step 3 we have:1) Identified any real personal productivity challenges by Task2) Included Challenges in our Process Assessment3) Calculated the Net Gain4) Resulting in a clear understanding of how well we have addressed
productivity challenges in our improvements
Note – as before, the improvement approach outlined in The Insiders’ Guide will eliminate Tasks, Participants, Interactions, object and Challenges. Step 3 adds Challenges into the practice.
*If we feel we have not met the challenges of personality productivity, what do we do? This can be an important motivator to go back to improvements and innovate on new ways that additional challenges can be eliminated.
Improving Personal Productivity - Summary
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The Insiders’ Guide to BPM: Step 3
Improve Personal Productivity
http://www.amazon.com/Insiders-Guide-BPM-Process-Mastery/dp/0929652096
Would you like to learn more about Mastering BPM?
http://acuitystudio.com/human-centric-process-analysis-and-improvement/