What’s our Starting Point?: An introduction to process mapping and reviews
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Transcript of What’s our Starting Point?: An introduction to process mapping and reviews
Friday 30 April 2010 1
What’s our Starting Point?:An introduction to process mapping and reviews
Student Centre Conference, Sydney, 30th of April 2010
Presenter: Grisel Carreira
Not to be reproduced without the written consent of Grisel Carreira - [email protected]
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“Evidence suggests that business process management is delivering
costs benefits while reducing errors, increasing value and
enabling differentiations”
Gartner
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Presentation outline Introductory program:
The Hows and Whys of process mapping
Advanced program: How the Tango’s 8 Steps can improve your business process
Questions? Not to be reproduced without the written consent of
Grisel Carreira - [email protected]
15 min
15 min
5 min
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The Hows and Whys of process mapping
An introduction to process mapping
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What is covered ?
Processes overview & methodologiesfor representation & documentation
Exercise Overview on process analysis and improvement
Afternoon session - Practice Visio Overview Process diagram + exercise Schedule diagram + exercise
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Morning session - Theory
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Processes overview & methodologies for
representation & documentation
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Why is process mapping important?
Fits with the way the University sector is heading (Plan, Do, Review and Improve)
Visual representation Documentation Adaptable to everything
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What is process mapping used for?
Process reengineering
Regulatory compliance
Activity analysis Simulation Role clarity (SLA)
Systems architecture definition
Projects
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Process Definition
“ A business process is a collection of related, structured activities or tasks that
produce a specific service or product (serve a particular goal) for a particular
customer or customers.”
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Process mapping / diagramsBasic characteristics: High, medium and low
level of detail Framework where
process lives Process owner Process stakeholders Shows person responsible for the task
Strategy
------Policy-------
--------Guidelines---------
-------------Operations-------------- Processes
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Other process related diagrams Use Case Activity Schedule
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Methodology - Standards for process representation
Diagrams: Unified Modeling Language (UML) Business Process Modeling Notation (BPMN)
Documentation: Join Information System Committee (JISC)
http://www.jiscinfonet.ac.uk/InfoKits/process-review/printable-version.pdf
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Process diagrams
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http://xkcd.com/518/
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Process diagrams for real
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Process documentation and review sheet
Process
Person 1
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Overview of analysis & improvement
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Business process reengineering BPR
“An approach aiming at improvements by means of elevating effectiveness
and efficiency of the business process that exist within and across
organisations.”
Business process improvementBPI
“Is a systematic approach to help any organisation optimise its underlying
process to achieve more efficient results.”
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Two approaches
1.Throw everythingaway and start again
ProcessReengineering
2. Break it down in small parts and improve them
Process Improvement
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Consider process requirements Quality Speed People Technology Money Compliance
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Visio overview for processes and schedule diagrams
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Flowcharts shapes Cross
Functional
FlowchartBasic Flowchart
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Schedule diagrams Timeline
Microsoft Visio tricks
Format and manipulate shapes and lines
Align diagram Group and ungroup shapes Make diagrams look
professional Etc, etc.
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Advanced course on process analysis and review
How the Tango 8 Steps Can Improve Your Business Processes
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Steps 1 to 3 : Salida (Exit)1) The Whys of the review
(Palms together / Start) 2) The What, Hows and Whos
of the review (Walk /Focus)3) Setting up the review (Drift /
Set)
Steps 4 and 5: Diagonal 4) Define ‘as is’ process (Walk
to the Cross / Map)5) Analyse dysfunctions (Close
/ Analyse)
Morning session Steps 1 to 5
+ 2 exercises
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Afternoon Session Steps 6 to 8
Resolucion (Completion)
6) Define ‘to be’ process (Forward / Design)
7) Implement (Basic Cross/ Implement )
8) Continuous improvement (Close the loop / Review)
+ 2 exercises
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Steps 1 to 4 Process mapping repetition Specific reviews considerations New techniques for:
Setting up the review and framework
Defining purpose, objectivesStakeholders analysisUse case, activity and relationship diagrams
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Some problems reported No customer focused
approach No clarity around the
outcome No understanding of current
process Lack of communication Changes based on existing
tasks/ practice Misuse of resources
Lack of guidelines Lack of delegation/
trust , etc.
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Step 5: Analyse process problems Process dysfunctions list Cause, symptoms,
frequency
How to analyse and represent dysfunctions
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Actor A + verb + something
Decision T?
Yes
Actor B + verb + something
OutputInput3
Notes ...3 – Explain what dysfunction, why it happens, when, how often
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Step 6: Designing the ‘to be’ process Process design principles
(BPI, BPR, BPM, 6 Sigma)
Techniques used for fishing design ideas
Representing changed process
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Step 7: Implementing process changes
Assess implementation
Some basics required before starting
Techniques for a successful implementation
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Step 8: Continuous process improvement
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Measures and responsibilities (KPI, lead and lag indicators, etc.)
Reporting, cycles and trends How to stay tuned with changes
and new ideas
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Upcoming ATEM workshops
15 June
9 July
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The Hows and Whys of process mapping
How the Tango’s 8 Steps can improve your business process
www.atem.org.au
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The End
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Questions?
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