In-House Process Review and Mapping Workshop

(BX-02)

Purpose

The BPTGroup “Process Review and Mapping Workshop” is designed to illuminate the structure and approach to process review and the proven workshop based approach. Taking a business process and working it though the functions through which it currently streaming with the front-line staff engaged in its delivery signals a high level of currency and involvement. The approach takes the form of one pre-workshop day in the organisation, the two day workshop and an action plan implementation follow-up day

Objectives and Benefits

There are a number of established objectives and benefits to the Process Review & Mapping Workshop:

  • Eengage front-line staff in reviewing current processes
  • Identifying current elapsed time and touch time
  • Contrast the two in terms of efficiency and effectiveness
  • Identify how much time, effort and cost results from process over-complexity and obscured business objectives
  • Define and clarify customer needs and requirements
  • Seek direct and constructive engagement with the customer
  • Internalise the capability of organisations to run their own review and workshop programme

Process Review and Mapping Workshop Format

Day One - Pre-workshop Survey by Process Coach and Facilitator

Day One, the Discovery phase (familiarization,) begins in the organization with the objectives of:

  1. Meeting with appropriate management to explain approach and hear their ideas and opinions
  2. Obtaining a general overview of where (functions) and how (current activities) the current “process” is delivered
  3. Meet staff involved in the activity, especially those who will represent the current process functional areas at the 2-Day Workshop
  4. Identify and discuss the perspectives, information and experience they will need to bring to the workshop event
  5. Introduce basics of operational problem identification and current role definition to help shape their thinking and eventual contribution to the workshop

Days Two and Three – Process Review Workshop

Shaped in a workshop format with the coach in both instructional and facilitation roles, the output is an agreed high level action plan to take back to the organization. Strong focus on timescales and deliverables. Creation of low-level action plan when back in the business to which there is a high level of personal, group and organizational commitment, is the end game.

The broad format of the workshop is:

  • Introduce the process representatives to the principles and practices of end-to-end process review
  • Confirm the nature of the business process under review
  • Map the existing process to a level sufficient to “know enough to know what we need to change to improve it”
  • Describe process with the customer perspective – does any other perspective matter?
  • Problems of process variability
  • Diagnostics for Moments of Truth, Break Points and Business Rules - degrees of complexity
  • Efficiency and effectiveness from a client perspective – satisfy client first then move onto the internal processes and improve those without prejudicing the customer outcomes
  • Risk assessment for customer and organisation – balanced perspective or expensive, frustrating over-complexity.
  • Focus on simplification - creating process transparency that enables efficient and effective statutory compliance while still observing the principles of good corporate governance.
  • Get the view of a customer – bring an intelligent customer in to view and critique
  • Create High Level Action Plan for Change - need an action against every MOT, every BP and every BR

Day Four – Progress Review and Implementation Planning

Approximately a month after the workshop the coach will revisit the participants back in their organization to monitor and help shape future progress.

By this time the low-level action plan should be shaping up, issues of process ownership should be being addressed, up and downstream impacts and dependencies should be in reconciliation as integration progresses.

Kick starting the transformation involves careful Implementation planning in which quick wins set the tone and the more radical changes are designed and developed in alignment with the strategy and in concert with the enabling technology.