The Power of Business Process Improvement

The Power of Business Process Improvement

By Susan Page
Amacom February 2010

Specifications

ISBN-13
9780814414781
Publisher
Amacom
Publication
February 2010
Format
Hardback , 288 pages
Jurisdiction
International ? Countri(es) for reference only

Details

 

"A good process eliminates wasted time.” – Bill Gates

Every business process in every organization can be improved—made better, faster, more efficient, more cost-effective, and more flexible to changing business needs. Business process improvement (BPI) can drive substantial bottom-line increases, ultimately accelerating the revenue cycle.

The Power of Business Process Improvement proves that even sweeping BPI initiatives don’t have to be complex, time-consuming projects. This incredibly practical book, written for the layperson, cuts through lengthy, technical explanations with a 10-step method designed for busy professionals with real-world problems. Starting with simple tools to help the reader develop a process inventory, author Susan Page shows how to: 

• Prioritize processes

• Map processes

• Estimate times and costs

• Apply improvement techniques

• Create internal controls

• Develop metrics

• Test new processes and rework them as necessary

• Implement the changes

• Gain recognition

• And more

A far cry from the complicated, theory-laden books on the market, the clear and practical approach in The Power of Business Process Improvement will leave colleagues energized, focused, and well-equipped to take their organization to the next level.

Table of Contents

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

About the Author

SUSAN PAGE is an experienced business process improvement consultant for the computer, banking, and entertainment industries.  She has a Master’s degree in Computer Information Systems and is a graduate of the WOMEN Unlimited LEAD program.  She currently works for a major entertainment company in Orlando, Florida. 

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