PROCESS IMPROVEMENT DISCOVERY

• Understand the need for business process analysis
• Discuss a Framework for Process Improvement
• Workshop: Choose a process to improve and establish its context for the class case study
• Solidify strong project objectives and goals
• Workshop: Develop improvement goals for the class case study

UNDERSTAND THE PROCESS

• Create an Elicitation Plan
• Review workflow diagramming techniques or types of diagrams such as ANSI, Swim Lane, Business Process Diagrams, UML, SIPOC, and Value Stream Maps
• Develop a visual representation of a process utilizing various workflow analysis techniques to understand the current business process (AS IS).
  • Discuss the reasons for creating AS IS diagrams and models.
  • Discuss the appropriate level of detail for the model
  • Review guidelines for visual process representation to improve communication and understanding
  • Learn to listen for business rules when eliciting business process requirements.
  • Overview of the Decision Model.
  • Use decision tables and decision trees to represent complex business rules.
  • Use data artifacts to analyze information currently used by the business
  • Collect metrics or measurements to establish the business process baseline.
• Workshop: Create an AS IS Business Process Model and decision tree for the course case study and present it to the class
• Validate the business process model

CHALLENGE THE PROCESS

• Identify essential business processes to highlight process problems
• Use Root Cause Analysis to identify essential business processes
• Decompose business processes into sub-processes and tasks using a process list or process decomposition diagram
• Compare several techniques to define business processes: top-down, bottom-up, and event driven
• Workshop: Practice identifying essential processes using top-down, bottom-up, and event driven approaches
• Workshop: Create a process decomposition diagram and supporting process text templates for the class case study
• Identify potential problem areas by challenging your AS-IS model
• Review AS-IS process models potential issues
• Review Lean’s 7 forms of waste
• Review Six Sigma techniques for identifying process issues including the “5 Whys” and Cause and Effect/Fishbone Diagram
• Discuss other potential areas of concern
• Workshop: Review the case study process model and utilize the Process Challenge Checklist to identify process problems

IMPROVE THE PROCESS

• Brainstorm on TO BE alternatives by evaluating 9 alternative options for change to a process
• Workshop: Utilize the Process Improvement Strategy Worksheet to identify potential improvements for the class case study
• Evaluate and Prioritize potential improvements
• Test process improvements for potential pitfalls or negative side effects
• Create TO BE models with a re-design of the business procedures supporting the essential processes
• Workshop: Propose and document an improved process for the case study

IMPLEMENT THE PROCESS

• Identify transition needs by performing gap analysis to identify gaps between the AS IS Process and the recommended TO BE Process
• Utilize a Change and Impact Worksheet to identify risks and impacts to the organization
• Develop a plan to manage impacts and the transition
• Workshop: Compare your solution to the existing process for the course case study. Identify changes, detail the impacts of each change, and develop transition plan and backlog
• Evaluate the solution effectiveness

DEVELOP YOUR ACTION PLAN / COURSE SUMMARY

• Develop an Action Plan with next steps on the student's current project.
• Student questions/discussion topics

APPENDIX – JOB AIDS (Optional)

• Diagramming Notations
  • ANSI Flowcharts
  • BPMN Process Models
  • SIPOC Diagrams
  • UML Activity Diagrams
  • Value Stream Mapping
• Job Aids
  • Process Context Worksheet
  • Responsibility and Authority Checklist
  • Elicitation Plan Worksheet
  • Quick Tips for Process Metrics
  • Process Metrics Worksheet
  • Guidelines for Workflow Diagrams
  • Process Challenge Checklist
• Process Improvement Strategy Worksheet
• Change and Impact Worksheet