(Online Delivery) Business Process Improvement

1 – Introduction – A Business Process Improvement (BPI) Overview

• Why are we here today?
• What is BPI?
• Benefits of BPI
• Specific challenges/obstacles and successes
• Process improvement examples:
• Industry specific examples
• Famous debacles to avoid and successes to emulate
• Your role in helping to identify problems

2 – Overview of the Joiner 7-Step Method

• What is the Joiner 7-Step Method?
• Walkthrough of the Joiner 7-Step Method
• Template: Introduce and review Process Improvement Template
• Case Study Exercise: Read and discuss introduction to the Case Study

3 – Step #1: Initiate the Project

• Types of business problems typically encountered at insurance companies and banks
• How to recognize a business-related problem
• Identifying the gaps (delta between current and future states)
• Ownership of the project and the business problem
• Defining measurable success criteria
• Case Study Exercise: Complete the Problem Statement section (Step #1) of the template

4 – Step #2: Define Current Situation

• What are symptoms of a problem?
• Looking for symptoms of the problem
• Performing Stakeholder Analysis
• Technique: View a RACI Matrix
• Defining the impacts caused by the problem
• Technique: Business Process Modeling (As-Is)
• Understand how to draw an As-Is Business Process Model
• Case Study Exercise: Complete the Define Current Situation section (Step #2) of the template

5 – Step #3: Identify Root Causes

• What are root causes?
• Performing Root Cause Analysis
• Technique: Fishbone Diagram using the cafeteria example
• Case Study Exercise: Discuss a Fishbone Diagram
• Technique: Pareto Chart (discuss and show example)
• Case Study Exercise: Complete the Identify Root Causes section (Step #3) of the template

6 – Step #4: Develop Solutions

• Identifying options for problem resolution
• Avoid jumping to conclusions
• Technique: Brainstorming
• Case Study Exercise: Conduct a Brainstorming Session
• Recognizing pros and cons for each option
• Technique: Kempner-Tregoe (“Must-Have” vs. “Nice-to-Have”)
• Case Study Exercise: Determine best solution using a “simple” Kempner-Tregoe model
• Case Study Exercise: Complete the Develop Solutions section (Step #4) of the template

7 – Step #5: Define Measurable Results

• Prototyping the solution
• Technique: Business Process Modeling (To-Be)
• Measuring results against the success criteria (Step #1)
• Case Study Exercise: Review changes to an As-Is Business Process Model
• Case Study Exercise: Complete the Define Measurable Results section (Step #5) of the template

8 – Step #6: Standardize Process

• Defining how the process will be documented
• Plan and understand organizational readiness
• Discuss how employees are empowered to identify and act upon their ideas
• Identifying follow-up needs (i.e., training) for the staff that will be impacted
• Technique: Communication Plan
• Case Study Exercise: Complete the Standardize Process section (Step #6) of the template

9 – Step #7: Determine Future Plans

• Monitoring the process for Continuous Process Improvement (The “Plan-Do-Check-Act” Cycle)
• Understand how to sustain the improvements made by the Joiner 7-Step Method
• Technique: PDCA form
• Case Study Exercise: Complete the Determine Future Plans section (Step #7) of the template

10 – Going Forward with a Plan of Action

• Identifying process problems in your organization
• Individual Exercise: Name three (3) possible areas for improvement
• Prioritize and define the next steps
• Individual Exercise: Using a new template complete Step 2 & Step 3 for one possible area for improvement you have identified