(Online Delivery) Business Process Improvement

Description

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

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