(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