Process Analysis and Design for Performance Improvement and Digitalization

Process Analysis and Design for Performance Improvement and Digitalization

Overview

In order to thrive, organizations must understand their business needs, recognize innovation, be open to digital possibilities, and know how to best leverage their scarce human and technical resources. They must know how to exploit opportunities to both become leaner and remain agile in the market. There is no doubt that a sound process foundation is needed to connect the manual and digital dots for customer value delivery as well as to gain better corporate business performance.

To do this, we need to design and align our intellectual, digital and physical capabilities using business processes as the backbone in tracing all work to enterprise performance objectives and marketplace demands. We will need to modernize how we model, analyze and design processes to better exploit these digital and human resources. By doing so we will be able to realize new business model intentions and prescribe what’s required technically, organizationally, and culturally to transform. This highly participative workshop will delve into all aspects of Business Processes from the design of new process capabilities and alignment with the highest strategic level and everything in-between.

Workshop

The workshop introduces a systematic approach for your company including business process architecture, modeling, digitalizing, redesigning, and improving the performance of specific processes. It will tackle the traditional process and performance improvement and incorporates the opportunities made possible by a digitalized approach which requires an emphasis on data integrity from end to end.

Learning Objectives

· Be able to accelerate process performance improvement projects by using analysis and design best practices

· Know when to use specific improvement techniques and when not to

· Understand the differences when digitalizing processes

· Learn how to balance improvement, compliance and risk mitigation

· Be able to connect enterprise-wide process models to the component process models that support them and keep them traceable

· Understand how a useful Business Process Architecture makes a difference

· Discover how to address cultural barriers during the process lifecycle and at implementation

Special Features of this Class

· Learn proven techniques alongside new approaches

· Understand how digital processes still require good process design

· Build a connected performance measurement framework based on value creation for stakeholders and outcomes not just for efficiency

· Ensure traceable of redesign to strategic intent

· Learn a method that scales for both small and large efforts

· Work with Process Renewal Group; a pioneer and the most experienced practitioners and leaders in this field

Who should Attend

This class will be of benefit to professionals and managers of all types involved with planning and designing new business models, realizing organizational change, digitalization of work and enabling business processes to adapt and innovate continuously.

· Process Improvement Analysts

· Business Analysts

· Business Designers

· Strategic Planners

· Business Process Architects

· Business Architects

· Anyone else concerned with designing Business Change programs

Class Outline:

Module 1: The why of BPM

· External drivers

· Business performance

· Digital strategy

· Business agility

· Some definitions and truths

· Examples: Uber, Airbnb and other usual suspects

The core concepts of Process Design and Improvement

· Business Process Principles – The Business Process Manifesto

· The Burlton hexagon

Business Process Management and Related Disciplines

· Business Architecture

· The BPM Framework

· The fit of BPM with other disciplines

· BPM Maturity Model

Discussion: What is your process maturity and readiness?

Module 2

Enterprise Stakeholder Analysis: the ‘Why’ of the end-to-end perspective

· Stakeholder context diagram and opportunity assessment

· Stakeholder needs, expectations and experience

· Measuring stakeholder relationships: goals, KPIs and objectives

· The enterprise North Star to guide decisions

Workshop: Who are your enterprise stakeholders and what is value for them?

Business Process Architecture: The bigger picture

· Building the externally focussed process architecture

· Examples of architectures and traceability

Workshop: What is your Business Process Architecture?

Process Prioritization: Choosing where to focus

· Using process performance data and the North Star to evaluate performance gaps

· Priorities: grids and heat maps

Workshop: What are your Process Change Priorities (Pain-Gain)?

Module 3: Process Semantics

· Establishing the Concept model

· Defining vocabulary

Workshop: What is your Business Area Concept Model?

Process Goals

· Establish process and project vision

· Identify stakeholders

· Define stakeholder goals, KPIs and performance targets

Workshop: What are your project goals?

Process Project Scope

· Identify Inputs, Outputs, Guides, Enablers (IGOE)

· Scoping the process change project

Workshop: Scoping the Process and Project

· Establishing project standards

Module 4: Model the Current Business Process (just enough)

· Gather information: Interviews and workshops,

· Creating a current state process diagram

Workshop: What is the current process model?

Measuring Process Performance

· Performance Measurement principles

· Process measurement traceability

· Balanced process scorecards

Workshop: What is your Process Performance Scorecard?

Analyze the Business Process (just enough)

· Process Analysis approach

· Applying Analytic Tools and Techniques

· Role of Lean/ Six Sigma and related techniques

· Mapping risks and controls

· Finding root causes

· Quick Wins

Group Workshop: Analyze the Existing Process

Module 5: Digital Inspirations

· Digital Solution Patters and Benchmarks

· Omni-Channel characteristics

· Mobile characteristics

· RPA (Robotic Process Automation) characteristics

· AI and Cognitive characteristics

· Automating Decisions and Business Rules

· Example: Mortgage Decisioning Redesign

· Additional Technology potential

Redesign Inspirations

· Business Model Changes, Discontinuous Innovation or Continuous Improvement

· A typical Customer Experience pattern

· Finding Moments of Truth

· The Customer Journey map

· Attributes of a great customer experience

· The data perspective

· Separating decisions and business rules for agility

Workshop: What are some potential innovations and new process design ideas?

Redesign the Business Process

· Creative Improvement Tools and Techniques and when to use them

· Conduct design workshops

· Modeling potential solutions

· Validate model with agile prototypes, journeys, stories and scenarios

Workshop: What is your new design for the process?

Human Change Management: Perceptions, Politics and Communications

· Understanding concerns and fears of employees

· Incentives and evaluation systems

· A communications strategy

· A model for changing culture

Workshop: What are your stakeholders' concerns and how will you communicate to mitigate them?

Summary

· Review of Lessons Learned