using sharepoint to achieve bpi success
DESCRIPTION
Originally presented at the SharePoint Saturday Richmond on December 4, 2010. Ahmed Hafeez of Edgewater Technology presented on Using SharePoint to Address the Seven Deadly Sins of Business Process Improvement (BPI).TRANSCRIPT
Using SharePoint to Achieve Business Process Improvement (BPI) Success
December 29th, 2010
Ahmed Hafeez and Mark Farrell
Agenda
► What is Business Process Improvement (BPI)?► Differentiating between BPI & BPM► What BPI can and can not do?► 5 Pillars of BPI► Why and how of SharePoint for BPI► Essence of our experience with BPI► Summary► Q&A
What is Business Process Improvement (BPI)?
“Effective change is an engineered
result”
“Effective change is an engineered
result”
BPI vs. BPM
► BPI – is a process for achieving a business goal – it is typically– Industry agnostic– Technology agnostic– Best implemented using a holistic approach (people, process, tools)
► BPM – is a broad label for technology used to manage enterprise business
processes – it’s a toolset (which may implicitly require a process, but may not)
– A good BPI solution may lead to a BPM implementation, but NOT vice versa (unless you are very, very lucky)
– Beware of technologists who fall in love with technology solutions– Technology centric BPM implementation can be like trying to kill a
fly with a hammer – it might work, but it can get pretty messy
The Pillars of Business Process Improvement
Socialization & Collaboration
ManagedChange
Incentives& Support
Measurement& Action
Clear Goals &Objectives
SharePoint – Supporting the BPI Pillars
Socialization & Collaboration
Socialization & Collaboration
Clear Goals & Objectives
Clear Goals & Objectives
Managed Change
Managed Change
Incentives & Support
Incentives & Support
Measurement & Action
Measurement & Action
Wikis
Team Sites
Goals &Plans
Resources
MeasurementResults
Visio Modeling
Clear Goals & Objectives
Failure to adequately define and socialize specific goals of a BPI initiative
Failure to adequately define and socialize specific goals of a BPI initiative
Disaster Scenario Confusion on goals and
approach enables people to raise late objections
Doubt begins surfacing and calls every decision into question
Churn, churn, churn
Desired Result Appropriate resources are
dedicated because of management understanding of goals and benefits
The project stays on track and churn is minimized
Socializing Goals Using SharePoint
Goals and Impacts are Understood
Goals and Impacts are Understood
Socialize GoalsSocialize Goals Audience TargetingAudience Targeting
Clear & Documented Goals
Clear & Documented Goals
Blogs•One-2-Many Comm.•Socialize Ideas•Engage audience
Blogs•One-2-Many Comm.•Socialize Ideas•Engage audience
Team Sites•Documented Goals•Single authoritative repository of truth•Group-specific access
Team Sites•Documented Goals•Single authoritative repository of truth•Group-specific access
Outlook Integration•Alerts•Notifications•Calendar integration
Outlook Integration•Alerts•Notifications•Calendar integration
Demo: Enterprise Wiki
Socialization & Collaboration
Failure to communicate effectively or completely with all parties involved in the change process
Failure to communicate effectively or completely with all parties involved in the change process
Disaster ScenarioConstant re-planning due to
unpredictable involvementSub-teams don’t conform to
requirements or designs and proceed on their own
People fill in the gaps, leading to confusion, churn, and resistance
Desired ResultRight information from the right people when you need it
Understanding and acceptance of the change and its impacts is widespread
Schedules, particularly around tollgates and reviews, are hit
Socialization & Collaboration via SharePoint
Involvement is Timely and Effective
Involvement is Timely and Effective
Communication Planning
Communication Planning
Consolidate InformationConsolidate Information
Audience Specific Communication
Audience Specific Communication
Solicit & Gather Feedback
Solicit & Gather Feedback
MS Project Integration• Project plan socialization• Task assignment• Update and share
MS Project Integration• Project plan socialization• Task assignment• Update and share
Team Sites•Resource Libraries•Consolidate Feedback & Documents•Action items, Issue tracking
Team Sites•Resource Libraries•Consolidate Feedback & Documents•Action items, Issue tracking
Workflow & Approvals•Streamlined document reviews•Timely and track able participation
Workflow & Approvals•Streamlined document reviews•Timely and track able participation
Demo: Visio Services
Support & Incentives
Failure to adequately support involved parties through the process change (before, during and after)
Failure to adequately support involved parties through the process change (before, during and after)
Disaster ScenarioOn go-live, people don’t
understand how to do their jobsWidespread rejection of the
change by the impacted audienceDuring final testing, everything
comes to a screeching halt
Desired ResultPeople are enabled to be effective
after the changePeople understand that there will
be pain, but feel supported People are engaged and
empowered and begin to own the change and its benefits
Support
People are Enabled to be Successful
People are Enabled to be Successful
CommunicationCommunication Training Training Peer-Based SupportPeer-Based SupportInformation AccessibilityInformation Accessibility
Custom Lists and Libraries•Single authoritative repository of truth•FAQs and organized, accessible information
Custom Lists and Libraries•Single authoritative repository of truth•FAQs and organized, accessible information
Online Training•Video & CBT•Online curricula and testing•Tracking attendance and testing results
Online Training•Video & CBT•Online curricula and testing•Tracking attendance and testing results
Team Sites•Documented Goals•Single authoritative repository of truth
Team Sites•Documented Goals•Single authoritative repository of truth
Measurement & Action
Failure to define success measures and metrics and then track actual performance against goals
Failure to define success measures and metrics and then track actual performance against goals
Disaster ScenarioThe potential benefits of the
change are never realizedNo proof that the change or the
investment was successfulThe naysayers gather strength
and say, “see, nothing around here ever really changes”
Desired ResultOpportunities for unexpected,
but added value, are identified and implemented
People really get the CA in PDCA (plan, do, check, act)
A culture of process improvement is enabled
Measurement
Ongoing Improvement
Ongoing Improvement
Measurement Goals & Strategy
Measurement Goals & Strategy
Measurement Actual vs. PlanMeasurement Actual vs. Plan
Socialize Actual Change ResultsSocialize Actual Change Results
Identify Opportunities
Identify Opportunities
Real-time Dashboards•Centralized & consolidated view of operations•Convenient access is habit forming
Real-time Dashboards•Centralized & consolidated view of operations•Convenient access is habit forming
Integration with LOB Apps•Integrated operational data from LOB apps
Integration with LOB Apps•Integrated operational data from LOB apps
Trend Analysis•Long-term historical data analysis side-by-side with operational data
Trend Analysis•Long-term historical data analysis side-by-side with operational data
Demo: Dashboards
Summary
A successful BPI initiative requires successful integration of
SharePoint is a technology platform that enabled collaboration, communication, socialization, integration and content management
Leveraging SharePoint’s strengths can greatly enhance the chances of success of any BPI project
Our Guiding Principles for BPI
► Premature change is the root of all evil► Lack of involvement ensures lack of buy in► Real, lasting improvement must be a designed result – it
doesn’t happen by accident► Change is hard for everyone► Everyone needs to suffer a little bit► Incentives drive results (Economics 101)► Make doing the right thing the easy thing► Outsiders make the best facilitators► It’s always easier for an outsider to be the bad guy
Edgewater Overview
Technology Management Consulting Firm Provide a unique blend of specialty IT services Leverage proven industry expertise in strategy, technology and enterprise
performance management Focus on middle and Global 2000 market
Founded in 1992 Headquartered in Wakefield, MA Large North American footprint + 330 Employees +700 clients +2400 projects completed to date Publicly Traded (NASDAQ: EDGW)
Contact Us
To learn more about Edgewater Technology and our BPI & SharePoint expertise, contact:
Ahmed Hafeez781-224-9015
Mark Farrell505 681-7744
http://edgewatertech.wordpress.com