getting started with process improvement

Getting Started with Process Improvement

The Keys to Selecting the Right Process Improvement Initiative

Scott KirklandVP, Product Management

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

reduction in operational costsimproved cycle time

better employee productiv

efficiency gains

higher levels of customer service

faster time to market

consistent SLAs

improved visibility

ent SLAs

better employee productivityfaster

competitive advantage

competi

improved business performancepaper-less offi

proved cost per transaction


Design a Persona-based solution

Four Steps to Selecting the Right Initiative

Gain a deep understanding of your current process

Pick the right process for your first project

Build a business case for your project


First challenge is to pick the right process for project

Project “Cool”? Achievable? Meaningful ROI? Reusable? Overall

Loan Origination ✔ ✔ ✔ ✔ ✔

Change of Address ? ✗ ✗✔ ✔

Accounts Payable ? ? ? ?✔

Bereavement Payout ✗ ✔ ✔ ✔ ?

Large Financial Services Company: potential processes for BPM


»Gather the knowledge

‣Run workshops with the key stakeholders to ID potential projects

‣Perform high level preliminary analysis to understand each process

‣Work with the executive owner to rate the criteria

Completing your Matrix


Success depends on you setting Process Boundaries to Control Scope

Select a meaningful portion of the overall process

Ensure that it is something you can implement in 90 - 120 days


Design a Persona-based BPM Solution



Build a business case for your Project



High level overview of the process


Problem DefinitionDefine the Inputs and Outputs


Problem DefinitionIdentify and Quantify your Goals

» Goals drive the process design activity

» It is critical to choose measurable goals

» In some cases, the possibilities won’t be known until after discovery, so goals may need to be revisited

Remove non-value added work and simplify the process.


Problem DefinitionIdentify the Stakeholders & Process Participants


AnalysisPossible improvements are mapped to your goals


AnalysisUnderstand the impact of possible improvements

Possible Improvements

• Process Costs

• Activity Costs

• Labor Rates

• Utilization %

• SLA Compliance


»Places the user at the center of the design instead of the process solution itself

»User experience design is the most important part of your process improvement initiative, and the part on which most companies spend the least amount of time

SolutionThe persona-based approach

Focus on the user results in a solution that is easier to use and increases processor productivity.


SolutionUser Interface Patterns

RESEARCHERS


SolutionParticipant’s Perspective


SolutionFinancial Manager’s Perspective


Sound Implementation MethodologyRapid, Persona-based Approach

‣ Participant applications

‣ Manager dashboards

‣ Business Case / ROI

‣ Rapid Process Mapping

‣ Task elimination focus

‣ Persona-based discovery

‣ Builders‣ Managers‣ Participants

‣ Business Goals

‣ Solution Definition

‣ Persona Profiles

‣ Key Business Metrics

DefineAssess Envision

getting started with process improvement

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