1st Edition

Change or Die The Business Process Improvement Manual

By Maxine Attong, Terrence Metz Copyright 2013
    378 Pages 40 B/W Illustrations
    by Productivity Press

    378 Pages
    by Productivity Press

    Leadership success depends on clarifying and simplifying complex problems while maintaining a positive outlook. Change or Die - The Business Process Improvement Manual provides you with the tools to do so. Packed with more than 70 pages of workshop tools, agendas, and activities that detail each of the six stages of the business process improvement (BPI) method, it presents a BPI method that promotes the use of facilitator-led workshops to help you and your team make better decisions.

    Developed from empirical research and bolstered by the results of client experience from hundreds of hours of facilitated workshops and BPI activity, Change or Die employs the authors' ENGAGE methodology. To ensure your team achieves its deliverables, the authors walk you through each BPI method. In each chapter you will find:

    • Objectives and deliverables clearly identified
    • Real-world examples from companies the authors have worked with—presented using a global manufacturer as an example
    • Activities, questionnaires, and examples
    • A self-assessment tool to help you measure progress, identify gaps in team performance, and determine team readiness for the next stage

    This resource-rich book includes downloadable resources with supplemental activities, challenges, facilitated workshops, templates, tables, and questionnaires—tools designed to ease each participant’s path to project success.

    Case Study: URHere Co.
    Company Background
    The GPS Industry
    Strategy Map
    Scenario
    Structure of URHere

    Vision and Goals
    Build or Validate the Vision
    The Challenge
    State the Vision
    Creating Vision
    Set Goals
    Perform Gap Analysis
         Perform Skills Analysis
         Perform Gap Analysis
    Illustration
    SMART Objectives
    Check for Alignment
    Develop Action Plan
    Relevancy to Business Process Improvement

    Change Management
    Background
    Introduction
    People Fear Change
    Culture
    Business Unusual
    Fear
    Change Management
    Change Management Defined
    Managing Change
    Develop Components
    Conclusion

    Stakeholder Analysis
    Define Organizational Stakeholders
    Process Stakeholders
    Group Stakeholders
    Acknowledge Stakeholder Interests
    Define Stakeholder Strategy Plan
    Develop Stakeholder Strategy Plan
    Define Communication
    Develop a Communications Action Plan
    Define Outreach Role
    Select Outreach Member
    Define Stakeholder Analysis
    Determine Stakeholder Risks
    Define Stakeholder Opportunity
    Perform Detailed Stakeholder Analysis
    Mitigate Behavior
    Update Analysis
    Conclusion

    Core Process
    A Process Is
    Define Core Processes
    Determining Core Processes
    Identifying Core Processes
         Step 1: Define the Organization’s Purpose
         Step 2: Determine What the Organization Does to Support Its Purpose
         Step 3: Identify the Processes
         Step 4: Define the Processes
         Step 5: Ask the Question—Challenge
              Process View
              Define Core Processes
              Activities
    Tasks
    Process View
    Conclusion

    Business Process Improvement
    Definition
    Beliefs
    Teams
    The BPI Approach
    Conclusion

    Facilitation and Business Process Improvement Methodology
    Overview
    Benefits
    Components
    Group Size
    Roles
    Workshop Life Cycle
    Disciplined Leadership
    Overview
    Guiding Principles
    Primary Skills
         Considerations
    People Principles
    Ground Rules
    Groups and Conflict

    The Case for Business Process Improvement
    Labels
    Why We Need Business Process Improvement
    Vision, Goals, and Objectives
    Interactions
    Reports Analysis Activity
         Step 1: Identify the Reports
              Complete the Table
         Step 2: Why the Reports Exist
         Step 3: How to Eliminate the Unnecessary Reports
    Conclusion

    Tools for Business Process Improvement
    Project Issues
    Project Tools
         Project Plan
              Project Team
    Team Composition
         Team Charter
         Project Budget
         Project Timetable
    Build Project Plan
         Risk and Opportunity Registers
              Risks
              Risk Register
              Opportunity Register
    Lessons Learned
    Documentation Plan

    Process Selection
    Introduction
    Step 1: Establish What Is Important to the Organization
    Step 2: Match Each What to One or More Processes
    Step 3: Select from the Competing Whats

    Process Characteristics
    Introduction
    Definitions
    Process Characteristics Illustrated

    Workflow Diagrams
    Overview
    Introduction
    Questionnaire
    Creating Workflow Diagrams
    Test the Workflow
    Walkthrough
    Departmental Flows
    Conclusion

    Workflow Characteristics
    Introduction
    Value-Added
    Activities
    Non-Value-Added
    Activities
    Conclusion

    Phase Gate One
    Accomplishments of the Process Management Team
    Role of the Process Examination Team

    Dreams of the Process
    Test Driving the Vision
    Setting Goals
    Align Goals to Vision
    Perform Gap Analysis
    Set SMART Objectives
         Objectives
              An Illustration
    Develop Action Plans
    Check for Alignment
    Conclusion

    Process Measurements
    Why Measure?
    Measurement System
    Measurement Types
    Process Measurements
    Process/Efficiency Measures
    Selected Process Measurements
         Measuring Inputs
         Measuring Time
         Measuring People
         Output Cost
    Purpose of Efficiency Measures
         Decisions about Inputs
         Decisions about Time
         Decisions about People
    Output/Effectiveness Measures
    Purpose of Effectiveness Measures
         Decisions about Output Measures
         Decisions about Features
         Decisions about Conversion
         Other Processes
         Decisions about Customer Satisfaction
         Decisions about Customer Preferences
    Outcome Effectiveness and Customer Satisfaction
    Purpose of the Output Effectiveness Measure
    Goals, Objectives, and Measurements
    Conclusion

    Strengths and Weaknesses
    Process SWOT
         Step 1: Identify Internal Strengths and Weaknesses
         Step 2: Scan the External Environment
              Government
              Economic
              Technological
         Step 3: Prepare the SWOT Matrix
         Step 4: Compile Strategies
              Weaknesses
              Threats
              Opportunities
              Strategies
         Step 5: Validate Goals and Objectives
    Conclusion

    Business Process Improvement Planning
    Purpose of Business Process Improvement Plan
    Business Process Improvement Plan Elements
         Executive Summary
              The Problem
              The Solution
              Resources Needed
         The Process
         Vision, Goals, and Objectives
         SWOT Analysis
         Project Dream Team
         Risks
         Opportunities
         Resources
         Next Steps
         Conclusion

    Phase Gate Two
    Accomplishments of the Process Examination Team
    Role of the Process Dream Team

    Assumptions and Rules
    Example
    Introduction
    Assumptions
    Testing
         Step 1: Identify Assumptions
         Step 2: Validate Assumptions
         Step 3: Change the Activities That Are Invalid. Replace with New Ideas or Discard 
              Discard Assumptions
              Generate New Ideas
              Uncertain Assumptions
         Step 4: For Assumptions That Hold True, What Can We Do to Change Them?
    Results
    Rules
    Impact

    Improve the Process
    Alignment
    Begin to Design
    Questions
    Non-Value- Added Activities
    Value-Added Activities
    Rules and Assumptions
    Constraints
    Technology
    Design Again
    Benchmarking
    How to Benchmark
    Improvements at the Service Center
    Design Details
    What Next?
    Return to the Vision, Goals, and Objectives
    Return to Stakeholders Analysis
    Communications Plan
    Conclusion

    Phase Gate Three
    Accomplishments of the Dream Team
    Role of the Process Implementation Team

    Implementation Plan
    Background
    Illustration: New Payroll System
    Who: Implementation Team
    What and When: Implementation Plan
    Implementation Budget
    Testing
    Determine What to Do
    Pre-implementation
    Change Management
    How to Implement
    Post Implementation
    Implementation Report
    Conclusion

    Phase Gate Four

    Procedures
    Bent Cookies
    Recipe for Procedure
    Purpose of Procedures
    Developing Procedures
         The Target Audience
         Application of the Procedures
         Life Cycle of the Process
    Procedures Document
    Writing Procedures
    Procedure Deployment
    Changing Procedures
    Example: Procedure Management

    Audit
    Background
    Why Audit
    Materiality and Impact
    Sampling
         What to Sample
         How to Sample
         Sampling Results
         Sampling Risk
    When to Audit
    Audit Team
    Audit Preparation
    Audit Method
    Conducting the Audit
    Audit Findings
    Recommendations
    Audit Reports
    Audit Meeting
    Audit Check
    Issue Closure
    Audit Evaluation and Findings
    Conclusion

    Phase Gate Five

    Wrap-Up
    Final Report
         Executive Summary
         Problem and Solution—the Report
         Project Teams
         New Process
         Stakeholders
         Risks and Opportunities
         Lessons Learned
         Budget Comparisons
         Timetable
         Return-on-Investments (ROI)
         Outstanding Issues
         Conclusion
    Handover
    Dismantling the Project Team
    Documentation
    Other Processes
    Conclusion

    Appendix A: Structuring Your Workshop
    Well Codified
    The Beginning
    The Middle Steps
    Review and Wrap-Up

    Appendix B: Workshop Tools
    Brainstorming
    Responsibility Matrix
    Guardian of Change (Communications Plan)
    Assessment
    Power Balls

    Appendix C: Workshop Agendas
    Vision and Goals Workshop
    Stakeholder Analysis Workshop
    Core Process Workshop
    The Tools for Business Process Improvement: Budgets Workshop
    Process Selection Workshop
    Dreams of the Process Workshop
    Strengths and Weaknesses Workshop
    Implementation Plan Workshop
    Wrap-Up Workshop

    Appendix D: Workshop Ice Breaker and Warm-Up Activities
    Batons, Jam, and Tape Activity
    Business Process Improvement Cartoon Activity
    Carry Me Activity
    Coin Toss Activity
    Do You Know Me? Activity
    Fairy Tales Activity
    Fear Activity
    Getting to Know You Activity
    Glass of Wine Activity
    Group Car Crash Activity
    Group Directions Activity
    Group Resumé Activity
    Hair Dye Activity
    Jack-in-the-Box Activity
    Jobs Activity
    Language Activity
    License Plates Activity
    Making Excuses Activity
    Measure Me Activity
    Musical Composition Activity
    Objects Activity
    Relay Activity
    Relay Race Activity
    Say It Again Activity
    Share Your Dreams Activity

    Bibliography

    Glossary

    Index

    Biography

    Terrence Metz, Maxine Attong