Saturday, July 6, 2013

Change or Die - The Business Process Improvement Manual - 2012 - Maxine Attong

Publishers CRC Press



Table of Contents


Case Study: URHere Co.
Company Background
The GPS Industry
Strategy Map
Scenario
Structure of URHere

Vision and Goals
Build or Validate the Vision
The Challenge
State the Vision
Creating Vision
Set Goals
Perform Gap Analysis
     Perform Skills Analysis
     Perform Gap Analysis
Illustration
SMART Objectives
Check for Alignment
Develop Action Plan
Relevancy to Business Process Improvement

Change Management
Background
Introduction
People Fear Change
Culture
Business Unusual
Fear
Change Management
Change Management Defined
Managing Change
Develop Components
Conclusion

Stakeholder Analysis
Define Organizational Stakeholders
Process Stakeholders
Group Stakeholders
Acknowledge Stakeholder Interests
Define Stakeholder Strategy Plan
Develop Stakeholder Strategy Plan
Define Communication
Develop a Communications Action Plan
Define Outreach Role
Select Outreach Member
Define Stakeholder Analysis
Determine Stakeholder Risks
Define Stakeholder Opportunity
Perform Detailed Stakeholder Analysis
Mitigate Behavior
Update Analysis
Conclusion

Core Process
A Process Is
Define Core Processes
Determining Core Processes
Identifying Core Processes
     Step 1: Define the Organization’s Purpose
     Step 2: Determine What the Organization Does to Support Its Purpose
     Step 3: Identify the Processes
     Step 4: Define the Processes
     Step 5: Ask the Question—Challenge
          Process View
          Define Core Processes
          Activities
Tasks
Process View
Conclusion

Business Process Improvement
Definition
Beliefs
Teams
The BPI Approach
Conclusion

Facilitation and Business Process Improvement Methodology
Overview
Benefits
Components
Group Size
Roles
Workshop Life Cycle
Disciplined Leadership
Overview
Guiding Principles
Primary Skills
     Considerations
People Principles
Ground Rules
Groups and Conflict

The Case for Business Process Improvement
Labels
Why We Need Business Process Improvement
Vision, Goals, and Objectives
Interactions
Reports Analysis Activity
     Step 1: Identify the Reports
          Complete the Table
     Step 2: Why the Reports Exist
     Step 3: How to Eliminate the Unnecessary Reports
Conclusion

Tools for Business Process Improvement
Project Issues
Project Tools
     Project Plan
          Project Team
Team Composition
     Team Charter
     Project Budget
     Project Timetable
Build Project Plan
     Risk and Opportunity Registers
          Risks
          Risk Register
          Opportunity Register
Lessons Learned
Documentation Plan

Process Selection
Introduction
Step 1: Establish What Is Important to the Organization
Step 2: Match Each What to One or More Processes
Step 3: Select from the Competing Whats
Process Characteristics
Introduction
Definitions
Process Characteristics Illustrated

Workflow Diagrams
Overview
Introduction
Questionnaire
Creating Workflow Diagrams
Test the Workflow
Walkthrough
Departmental Flows
Conclusion
Workflow Characteristics
Introduction
Value-Added
Activities
Non-Value-Added
Activities
Conclusion

Phase Gate One
Accomplishments of the Process Management Team
Role of the Process Examination Team

Dreams of the Process
Test Driving the Vision
Setting Goals
Align Goals to Vision
Perform Gap Analysis
Set SMART Objectives
     Objectives
          An Illustration
Develop Action Plans
Check for Alignment
Conclusion

Process Measurements
Why Measure?
Measurement System
Measurement Types
Process Measurements
Process/Efficiency Measures
Selected Process Measurements
     Measuring Inputs
     Measuring Time
     Measuring People
     Output Cost
Purpose of Efficiency Measures
     Decisions about Inputs
     Decisions about Time
     Decisions about People
Output/Effectiveness Measures
Purpose of Effectiveness Measures
     Decisions about Output Measures
     Decisions about Features
     Decisions about Conversion
     Other Processes
     Decisions about Customer Satisfaction
     Decisions about Customer Preferences
Outcome Effectiveness and Customer Satisfaction
Purpose of the Output Effectiveness Measure
Goals, Objectives, and Measurements
Conclusion

Strengths and Weaknesses
Process SWOT
     Step 1: Identify Internal Strengths and Weaknesses
     Step 2: Scan the External Environment
          Government
          Economic
          Technological
     Step 3: Prepare the SWOT Matrix
     Step 4: Compile Strategies
          Weaknesses
          Threats
          Opportunities
          Strategies
     Step 5: Validate Goals and Objectives
Conclusion

Business Process Improvement Planning
Purpose of Business Process Improvement Plan
Business Process Improvement Plan Elements
     Executive Summary
          The Problem
          The Solution
          Resources Needed
     The Process
     Vision, Goals, and Objectives
     SWOT Analysis
     Project Dream Team
     Risks
     Opportunities
     Resources
     Next Steps
     Conclusion

Phase Gate Two
Accomplishments of the Process Examination Team
Role of the Process Dream Team

Assumptions and Rules
Example
Introduction
Assumptions
Testing
     Step 1: Identify Assumptions
     Step 2: Validate Assumptions
     Step 3: Change the Activities That Are Invalid. Replace with New Ideas or Discard
          Discard Assumptions
          Generate New Ideas
          Uncertain Assumptions
     Step 4: For Assumptions That Hold True, What Can We Do to Change Them?
Results
Rules
Impact


Improve the Process
Alignment
Begin to Design
Questions
Non-Value- Added Activities
Value-Added Activities
Rules and Assumptions
Constraints
Technology
Design Again
Benchmarking
How to Benchmark
Improvements at the Service Center
Design Details
What Next?
Return to the Vision, Goals, and Objectives
Return to Stakeholders Analysis
Communications Plan
Conclusion

Phase Gate Three
Accomplishments of the Dream Team
Role of the Process Implementation Team

Implementation Plan
Background
Illustration: New Payroll System
Who: Implementation Team
What and When: Implementation Plan
Implementation Budget
Testing
Determine What to Do
Pre-implementation
Change Management
How to Implement
Post Implementation
Implementation Report
Conclusion

Phase Gate Four

Procedures
Bent Cookies
Recipe for Procedure
Purpose of Procedures
Developing Procedures
     The Target Audience
     Application of the Procedures
     Life Cycle of the Process
Procedures Document
Writing Procedures
Procedure Deployment
Changing Procedures
Example: Procedure Management
Audit
Background
Why Audit
Materiality and Impact
Sampling
     What to Sample
     How to Sample
     Sampling Results
     Sampling Risk
When to Audit
Audit Team
Audit Preparation
Audit Method
Conducting the Audit
Audit Findings
Recommendations
Audit Reports
Audit Meeting
Audit Check
Issue Closure
Audit Evaluation and Findings
Conclusion

Phase Gate Five

Wrap-Up
Final Report
     Executive Summary
     Problem and Solution—the Report
     Project Teams
     New Process
     Stakeholders
     Risks and Opportunities
     Lessons Learned
     Budget Comparisons
     Timetable
     Return-on-Investments (ROI)
     Outstanding Issues
     Conclusion
Handover
Dismantling the Project Team
Documentation
Other Processes
Conclusion

Appendix A: Structuring Your Workshop
Well Codified
The Beginning
The Middle Steps
Review and Wrap-Up

Appendix B: Workshop Tools
Brainstorming
Responsibility Matrix
Guardian of Change (Communications Plan)
Assessment
Power Balls

Appendix C: Workshop Agendas
Vision and Goals Workshop
Stakeholder Analysis Workshop
Core Process Workshop
The Tools for Business Process Improvement: Budgets Workshop
Process Selection Workshop
Dreams of the Process Workshop
Strengths and Weaknesses Workshop
Implementation Plan Workshop
Wrap-Up Workshop

Appendix D: Workshop Ice Breaker and Warm-Up Activities
Batons, Jam, and Tape Activity
Business Process Improvement Cartoon Activity
Carry Me Activity
Coin Toss Activity
Do You Know Me? Activity
Fairy Tales Activity
Fear Activity
Getting to Know You Activity
Glass of Wine Activity
Group Car Crash Activity
Group Directions Activity
Group Resumé Activity
Hair Dye Activity
Jack-in-the-Box Activity
Jobs Activity
Language Activity
License Plates Activity
Making Excuses Activity
Measure Me Activity
Musical Composition Activity
Objects Activity
Relay Activity
Relay Race Activity
Say It Again Activity
Share Your Dreams Activity
Bibliography
Glossary
Index


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