mission possible business process improvment

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 . . .

Questions?

wendyk@aacrao.org