Whats our Starting Point An introduction to process

What’s our Starting Point? : An introduction to process mapping and reviews Student Centre Conference, Sydney, 30 th of April 2010 Presenter: Grisel Carreira Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 1

“Evidence suggests that business process management is delivering costs benefits while reducing errors, increasing value and enabling differentiations” Gartner Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 2

Presentation outline n Introductory program: 15 min The Hows and Whys of process mapping n Advanced program: How the Tango’s 8 Steps can improve your business process n Questions? Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 15 min 3

The Hows and Whys of process mapping An introduction to process mapping Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 4

What is covered ? Morning session - Theory n n n Processes overview & methodologies for representation & documentation Exercise Overview on process analysis and improvement Afternoon session - Practice n n n Visio Overview Process diagram + exercise Schedule diagram + exercise Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 5

Processes overview & methodologies for representation & documentation Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 6

Why is process mapping important? Fits with the way the University sector is heading (Plan, Do, Review and Improve) n Visual representation n Documentation n Adaptable to everything n Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 7

What is process mapping used for? Process reengineering n Regulatory compliance n Activity analysis n Simulation n Role clarity (SLA) n Friday 30 April 2010 Systems architecture definition n Projects n Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 8

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. ” Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 9

Process mapping / diagrams Basic characteristics: High, medium and low level of detail n Framework where process lives n Process owner n Process stakeholders n Shows person responsible for the task n Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 10

Other process related diagrams n Use Case n Activity n Schedule Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 11

Methodology - Standards for process representation Diagrams: n Unified Modeling Language (UML) n Business Process Modeling Notation (BPMN) Documentation: n Join Information System Committee (JISC) http: //www. jiscinfonet. ac. uk/Info. Kits/processreview/printable-version. pdf Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 12

Process diagrams http: //xkcd. com/518/ Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 13

Process diagrams for real Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 14

Process documentation and review sheet Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 15

Overview of analysis & improvement Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 16

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 improvement BPI “Is a systematic approach to help any organisation optimise its underlying process to achieve more efficient results. ” Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 17

Two approaches 1. Throw everything away and start again 2. Break it down in small parts and improve them Process Reengineering Process Improvement Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 18

Consider process requirements ü ü ü Quality Speed People Technology Money Compliance Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 19

Visio overview for processes and schedule diagrams Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 20

Flowcharts shapes Cross Functional Flowchart Basic Flowchart Schedule diagrams Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com Timeline 21

Microsoft Visio tricks Format and manipulate shapes and lines n Align diagram n Group and ungroup shapes n Make diagrams look professional n Etc, etc. n Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 22

How the Tango 8 Steps Can Improve Your Business Processes Advanced course on process analysis and review Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 23

Morning session Steps 1 to 5 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) +2 exercises Steps 4 and 5: Diagonal 4) Define ‘as is’ process (Walk to the Cross / Map) 5) Analyse dysfunctions (Close / Analyse) Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 24

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) Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com +2 exercises 25

Steps 1 to 4 Process mapping repetition n Specific reviews considerations n New techniques for: n ¨ Setting up the review and framework ¨ Defining purpose, objectives ¨ Stakeholders analysis ¨ Use case, activity and relationship diagrams Friday 30 April 2010 Grisel Carreira grisel. carreira@gmail. com 26

Some problems reported n n n 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 Friday 30 April 2010 n n Lack of guidelines Lack of delegation/ trust , etc. Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 27

Step 5: Analyse process problems n Process dysfunctions list n Cause, symptoms, frequency n How to analyse and represent dysfunctions Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 28

Step 6: Designing the ‘to be’ process n Process design principles (BPI, BPR, BPM, 6 Sigma) n Techniques used for fishing design ideas n Representing changed process Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 29

Step 7: Implementing process changes n Assess implementation n Some basics required before starting n Techniques for a successful implementation Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 30

Step 8: Continuous process improvement Measures and responsibilities (KPI, lead and lag indicators, etc. ) n Reporting, cycles and trends n How to stay tuned with changes and new ideas n Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 31

Upcoming ATEM workshops n The Hows and Whys of process mapping n How the Tango’s 8 Steps can improve your business process n 15 June 9 July www. atem. org. au Friday 30 April 2010 Grisel Carreira grisel. carreira@gmail. com 32

The End Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 33

Anonymous Feedback / or Comments? 1. Betterme. com 2. Register 3. Confirm email address 4. Select ‘Give’ tab 5. Enter my email: grisel. carreira@gmail. com 6. Enter feedback or go to http: //processworkshops. blogspot. com Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 34

Questions? Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - grisel. carreira@gmail. com 35