What’s our Starting Point?: An introduction to process mapping

What’s our Starting Point?: An introduction to process mapping and reviews Student Centre Conference, Sydney, 30th of April 2010 Presenter: Grisel Carreira Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 1

“Evidence suggests that business process management is delivering costs benefits while reducing errors, increasing value and enabling differentiations” Gartner Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 2

Presentation outline Introductory program: 15 min The Hows and Whys of process mapping Advanced program: How the Tango’s 8 Steps can improve your business process 15 min Questions? 5 min Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 3

The Hows and Whys of process mapping An introduction to process mapping Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 4

What is covered ? Morning session - Theory Processes overview & methodologies for representation & documentation Exercise Overview on process analysis and improvement Afternoon session - Practice Visio Overview Process diagram exercise Schedule diagram exercise Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 5

Processes overview & methodologies for representation & documentation Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 6

Why is process mapping important? Fits with the way the University sector is heading (Plan, Do, Review and Improve) Visual representation Documentation Adaptable to everything Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 7

What is process mapping used for? Process reengineering Regulatory compliance Activity analysis Simulation Role clarity (SLA) Friday 30 April 2010 Systems architecture definition Projects Not to be reproduced without the written consent of Grisel Carreira - [email protected] 8

Process Definition “ A business process is a collection of related, structured activities or tasks that produce a specific service or product (serve a particular goal) for a particular customer or customers.” Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 9

Process mapping / diagrams Basic characteristics: High, medium and low Strategy level of detail ------Policy------ Framework where --------Guidelines--------process lives -------------Operations------------- Process owner Processes Process stakeholders Shows person responsible for the task Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 10

Other process related diagrams Use Case Activity Schedule Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 11

Methodology - Standards for process representation Diagrams: Unified Modeling Language (UML) Business Process Modeling Notation (BPMN) Documentation: Join Information System Committee (JISC) http://www.jiscinfonet.ac.uk/InfoKits/processreview/printable-version.pdf Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 12

Process diagrams http://xkcd.com/518/ Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 13

Process diagrams for real Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 14

Process documentation and review sheet Process Person 1 Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 15

Overview of analysis & improvement Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 16

Business process“An approach aiming at improvements by means of elevating effectiveness reengineering and efficiency of the business process that exist within and across BPR organisations.” Business process improvement BPI Friday 30 April 2010 “Is a systematic approach to help any organisation optimise its underlying process to achieve more efficient results.” Not to be reproduced without the written consent of Grisel Carreira - [email protected] 17

Two approaches 1.Throw everything away and start again 2. Break it down in small parts and improve them Process Reengineering Process Improvement Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 18

Consider process requirements Quality Speed People Technology Money Compliance Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 19

Visio overview for processes and schedule diagrams Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 20

Flowcharts shapes Cross Functional Flowchart Basic Flowchart Schedule diagrams Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] Timeline 21

Microsoft Visio tricks Format and manipulate shapes and lines Align diagram Group and ungroup shapes Make diagrams look professional Etc, etc. Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 22

How the Tango 8 Steps Can Improve Your Business Processes Advanced course on process analysis and review Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 23

Morning session Steps 1 to 5 Steps 1 to 3 : Salida (Exit) 1) The Whys of the review (Palms together / Start) 2) The What, Hows and Whos of the review (Walk /Focus) 3) Setting up the review (Drift / Set) 2 exercises Steps 4 and 5: Diagonal 4) Define ‘as is’ process (Walk to the Cross / Map) 5) Analyse dysfunctions (Close / Analyse) Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 24

Afternoon Session Steps 6 to 8 Resolucion (Completion) 6) Define ‘to be’ process (Forward / Design) 7) Implement (Basic Cross/ Implement ) 8) Continuous improvement (Close the loop / Review) Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 2 exercises 25

Steps 1 to 4 Process mapping repetition Specific reviews considerations New techniques for: Setting up the review and framework Defining purpose, objectives Stakeholders analysis Use case, activity and relationship diagrams Friday 30 April 2010 Grisel Carreira [email protected] 26

Some problems reported Lack of guidelines No customer focused approach Lack of delegation/ No clarity around the trust , etc. outcome No understanding of current process Lack of communication Changes based on existing tasks/ practice Misuse of resources Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 27

Step 5: Analyse process problems Process dysfunctions list Cause, symptoms, frequency Decision T? Yes 3 How to analyse and represent dysfunctions Input Actor A verb something Output Actor B verb something Notes . 3 – Explain what dysfunction, why it happens, when, how often Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 28

Step 6: Designing the ‘to be’ process Process design principles (BPI, BPR, BPM, 6 Sigma) Techniques used for fishing design ideas Representing changed process Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 29

Step 7: Implementing process changes Assess implementation Some basics required before starting Techniques for a successful implementation Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 30

Step 8: Continuous process improvement Measures and responsibilities (KPI, lead and lag indicators, etc.) Reporting, cycles and trends How to stay tuned with changes and new ideas Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 31

Upcoming ATEM workshops The Hows and Whys of process mapping How the Tango’s 8 Steps can improve your business process 15 June 9 July www.atem.org.au Friday 30 April 2010 Grisel Carreira [email protected] 32

The End Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 33

Anonymous Feedback / or Comments? Anonymous feedback Betterme.com Your email Go to site 1. Betterme.com 2. Register 3. Confirm email address 4. Select ‘Give’ tab 5. Enter my email: [email protected] 6. Enter feedback or go to http://processworkshops.blogspot.com Register Confirm your email Go to ‘Give’ Tab Enter Grisel’s email Enter Grisel’s email Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 34

Questions? Friday 30 April 2010 Not to be reproduced without the written consent of Grisel Carreira - [email protected] 35