CHAPTER 1: The Roadmap: Learning How to Navigate Can You Do It?
The Journey
The Ten Simple Steps to Business Process Improvement
Step 1: Develop the Process Inventory
Step 2: Establish the Foundation
Step 3: Draw the Process Map
Step 4: Estimate Time and Cost
Step 5: Verify the Process Map
Step 6: Apply Improvement Techniques
Step 7: Create Internal Controls, Tools, and Metrics
Step 8: Test and Rework
Step 9: Implement the Change
Step 10: Drive Continuous Improvement
The Executive Summary
Case Study
Chapter Summary
CHAPTER 2: Step 1: Develop the Process Inventory: Identifying and Prioritizing the Process List
The Process Inventory
Process Prioritization
Developing Criteria
Scale
Applying Weighting
Chapter Summary: Step 1
Time Estimate
Build the Business Process Inventory
Sponsor Meeting
Establish Categories, Criteria, Scale, Weighting
Complete the Process Prioritization Table
A Second Sponsor Meeting
What You Have Achieved
CHAPTER 3: Step 2: Establish the Foundation: Avoiding Scope Creep
The Eight Sections of the Scope Definition Document
Section 1: Process Name
Section 2: Process Owner
Section 3: Description
Section 4: Scope
Section 5: Process Responsibilities
Section 6: Client and Client Needs
Section 7: Key Stakeholders and Interests
Section 8: Measurements of Success
Chapter Summary: Step 2
Time Estimate
First Project Team Meeting
Sponsor Meeting
What You Have Achieve
CHAPTER 4: Step 3: Draw the Process Map: Flowcharting and Documenting
Process Map Overview
Drawing the Process Map
Box 1
Box 2
Box 3
The Cross-Functional Process Map
Continuing the Work from Meeting to Meeting
Documenting the Process
Chapter Summary: Step 3
Time Estimate
Second Project Team Meeting
Postmeeting Work
Follow-on Project Team Meetings
What You have Achieved
CHAPTER 5: Steps 4–5: Estimate Time and Cost and Verify the Process Map: Introducing the Process and Cycle Time and Gaining Buy-In
Business Process Timing
Process Cost
People Costs
Tool Costs
Overhead Costs
Putting It All Together
Alternative Cuts of the Data
Analyzing the Cost Estimate Columns
Verify the Process Map
Process Workers
Stakeholders
Sponsor
Chapter Summary: Steps 4–5
Time Estimate
Project Team Meeting
Postmeeting Work
Sponsor Meeting
Verify the Process Map
Postvalidation Work
What You Have Achieved
CHAPTER 6: Step 6: Apply Improvement Techniques: Challenging Everything
Eliminate Bureaucracy
Value Added
Eliminate Duplication
Simplification
Reduce Cycle Time
Automation
Chapter Summary: Step 6
Time Estimate
Project Team Meeting
Postmeeting Work
What You Have Achieved
CHAPTER 7: Step 7: Create Internal Controls, Tools, and Metrics: Making It Real
Internal Controls
Tools
Job Aids
Custom Email Forms
Excel Tools
Metrics
Chapter Summary: Step 7
Time Estimate
Project Team Meeting
Postmeeting Work
Project Team Meeting
What You Have Achieved
CHAPTER 8:
Step 8: Test and Rework: Making Sure It Works
The Five Steps to Testing the Business Process
Step 1: Create the Test Plan
Step 2: Develop the Scenarios
Step 3: Implement the Test Plan
Step 4: Summarize Feedback and Rework
Step 5: Retest
Chapter Summary: Step 8
Time Estimate
Create the Test Plan
Write Test Scenarios
Implement the Test Plan and Rework
What You Have Achieved
CHAPTER 9:
Step 9: Implement the Change: Preparing the Organization
The Implementation Plan
Overview of the Three Phases of the Implementation Plan
The Design Phase
The Development Phase
The Implementation Phase
The Four Tracks in the Implementation Phase
Change Management Track (Impact Analysis)
Communications Track (Communication Plan)
Training Track (Training Plan)
Chapter Summary: Step 9
Time Estimate
Develop the Implementation Plan
Develop the Impact Analysis
Develop the Communication Plan
Develop the Training Plan
Gain Sponsor Buy-in
What You Have Achieved
CHAPTER 10: Step 10: Drive Continuous Improvement: Embracing the New Mindset
The Continuous Improvement Cycle
Evaluate
Test
Assess
Execute
Continuous Improvement Plan
Chapter Summary: Step 10
Time Estimate
Develop the Continuous Improvement Plan and Schedule
Gain Sponsor Buy-in
Test, Assess, Execute
What You Have Achieved
CHAPTER 11: Create the Executive Summary: Getting the Recognition
The Six Sections of the Executive Summary
Section 1: Project Focus
Section 2: Goals
Section 3: Summary
Section 4: Key Findings
Section 5: Deliverables
What You Have Achieved
CHAPTER 12: Case Study: Sharing a Real-World Example
Background
Step 1: Develop the Process Inventory
Step 2: Establish the Foundation
Step 3: Draw the Process Map
Step 4: Estimate Time and Cost
Process Activities and Process Time
Annual Volume
FTE Formula
Employee Cost
Step 5: Verify the Process Map
Step 6: Apply Improvement Techniques
Benchmarking
A New Approach
Step 7: Create Internal Controls, Tools, and Metrics
Internal Controls
Tools
Metrics
Step 8: Test and Rework
Step 9: Implement Change
Communication Track
Training Track
Change Management Track
Step 10: Drive Continuous Improvement
Chapter Summary
What You Have Achieved
INDEX
