7 Steps To Process Mastery

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

Seven Steps to Process Masterythe insiders’ guide to mastering your processes

Terry Schurter

Global Thought Leader

Director Product Strategy, Global 360

Chairman, Board of Advisors, International Process and Performance Institute

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

What is Process?

People are process, and process is the sum of the people in it!

Providing oversight…

Making business Decisions…

Checking and validating…

Giving direction… Leading Optimization…

Transforming operations…Performing work…

Assembling facts…

Designing executable models…

Deploying systems…

Performing work…


Terrace?

Patio?

Your point of view…

YOUR PERSPECTIVE

will determine how you see,

and how you understand,

PROCESS!

Putting Process into Perspective


Oversees the business on an enterprise basis

Reviews statistics across tasks, processes and departments

Manages tasks and processes

Performs Process Tasks

If you perform tasks, how does that affect how you see process?

If you manage tasks & processes, how does that change?

What about across departments?

And across the enterprise?Processor

Supervisor

Process Analyst

Executive

Individual Perspectives


The Seven Step to Process Mastery


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!

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»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


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

Step 3 – Improve Personal Productivity3


Unexpected process “adjustments” are the rule more than the exception

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

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

Step 1 Step 2 Step 3

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Step 4 – Orchestrate for Real Time Demand

»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

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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

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Enterprise

Functional Area

Process

Tasks

Process

Tasks

Department

Process

Tasks

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


»Use the Power of Rapid Cognition

»Roll up Data to Create Process Powered Transparency

»Break Down KPIs to Create Personal Analytics

Step 6 – Create Transparency6


» Map the Customer Experience

» Define the Desired Customer Experience

» Create Customer Experience KPIs

» Optimize for Delivery

Step 7 – Deliver the Customer Experience7


Traditional BPM products focus on ONE perspective - process models - leaving all the rest up to someone else… (you)

Persona-based BPM from Global 360 delivers optimized user experiences for

all of the people in process!

Persona-based BPM:Embracing all of people in process


Understand and Embrace your goal…viewPoint Assessment Service and Insight Goal Management

Build an Elegant Design…with Builder tools optimized to drive elegant process designs - fast

Improve Personal Productivity…Persona Experiences optimized to how work gets done

Orchestrate for Real Time Demand…with case management and ad hoc orchestration

Keep your Process in Tune…with Insight Process Intelligence and Simulation

Create Transparency…with Personalized Analytics and Dashboards

Deliver the Customer Experience…with the Global 360 Persona-based BPM Platform

Persona-based BPM:Changing how work gets done

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For More on Process Mastery…

Changing how work gets done

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

http://acuitystudio.com/human-centric-process-analysis-and-improvement/

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

http://acuitystudio.com/human-centric-process-analysis-and-improvement/

7 Steps To Process Mastery

Business

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