BUSINESS PROCESS IMPROVEMENT BPI OVERVIEW June 9 2016

BUSINESS PROCESS IMPROVEMENT (BPI) OVERVIEW June 9, 2016 pmo. ucsf. edu

Is this familiar?

Business Process Improvement is a way of thinking and acting which Increases Value Reduces Waste Respects People • You use simple tools to develop good ideas for specific changes to improve processes and add value for customers • It is about removing obstacles that get in the way of doing our job, working smarter not harder, and making things easier

4 BPI increases value to the customer Higher Quality Lower Costs + + Better Service = Less Time More Value

Involving people is critical By engaging people who are impacted by the work, we: Ø Understand what customers value Ø Learn about pain points Ø Share knowledge Ø Find hidden resources Ø Gain ideas from those who know the process best Ø Begin to envision improvement Ø Create ownership and consensus Ø Develop problem solvers

The improvement cycle Implement Review current process Identify waste and pain points Create future process (How) Develop lots of change ideas Create future process (What) Prioritize ideas

7 The BPI approach at UCSF is: • Adapted from proven methodologies • Team-based (get the necessary people in the room) • Cross functional (minimize silos) • Based on a common understanding of what actually happens in the current state • Leverages the power of critical thinking • Results in specific actions • Accessible as facilitated working sessions, online resources, training, and a collaborative community

8 Business Process Improvement METHODS CONTENT Simple steps toward better business… Explore Initiate • • • Understand BPI method Start Up Develop Project Profile Form Team Manage Project • Process Mapping (Current • State) • • Measure Process • Activities • • Assess Value from the • Customer’s Perspective Website improve. ucsf. edu Templates Improve Implement Determine Root Causes Conduct Other Analyses Identify Improvements Prioritize and Decide Design Future State • Plan Implementation • Create Action Plan • Develop Target Measurements • Manage Change • Track and Record Progress • Document Achievements • Document Lessons Learned • Recognize Accomplishments • Publicize Positive Outcomes • Continuously Improve Self-reporting (UCSF Box) Training / Facilitation Collaboration (Chatter) Celebrate!

9 Step 1: Initiate Explore Improve Implement • Become familiar with the BPI approach • Develop the Project Profile • Form Team • Manage the work Celebrate!

10 Step 2: Explore Initiate Explore Improve Implement • Assess value from customer’s perspective • Do Process Mapping (Current State) • Measure process activities • Identify problems Celebrate!

11 Identify waste Seven causes of waste: 1. 2. 3. 4. 5. 6. 7. Transport of materials Inventory Motion of people Waiting Overproduction Over-processing Defects We remove the underlying causes of waste to improve performance

12 The 5 Whys method helps get to the root cause Problem: There are too many flat tires on our trucks Why? Cheap tires The trucks are running over nails on the floor Why? The nails are spilling out of some boxes Why? The boxes have holes because they get wet and deteriorate Why? There is a hole in the roof Know when to STOP Why? The funds have not yet been approved to fix the roof

13 Step 3: Improve Initiate Explore Improve Implement Celebrate! • Identify Improvements • Prioritize and Decide • Design Future State Revised 20 Oct 2014

14 Step 4: Implement Initiate Explore Improve Implement Celebrate! • Create Action Plan(s) • Develop Target Metrics • Manage Change • Track Progress Revised 20 Oct 2014

15 Step 5: Celebrate! Initiate Explore Improve Implement Celebrate! • Document achievements and lessons learned • Recognize accomplishments • Publicize positive outcomes • Continuously improve

16 Continuous improvement does not end! • Continue to monitor the changes made during the implementation step • Return to the improvement list and tackle additional changes • Do regular reviews of the process to increase value and reduce waste

17 Reminder • RRP has a program to provide financial support for business process improvement for cores (facilitated by the PMO) and will also provide implementation support following a BPI project • Contact Desiree Porter if interested or rrp. ucsf. edu

18 What are some of your pain points? • Examples: • Media Production and Resale had a conflict over when the fax for reordering would come each day from Resale to Media really wanted the fax by 1 pm to get a jump on the next day’s work. If the fax was late, Media would call directly and pester Resale. However, that time of day was Resale’s busiest time so they could not usually send the fax. And the calls just made it worse! • Core Immunology Lab (CIL)’s intake process for new studies was highly variable. Information was received in many different ways, often incomplete. There was no standard intake form. Sometimes grants are submitted with inaccurate budgets based on outdated info. Sometimes after the budget is “final” it will change.