CIN Forum Journey into Digital Transformation

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2 Continuous Improvement CIN Forum Journey into Digital Transformation Paul Emes Business Analyst June 2018

3 Vision to Execution Systematic Transformation - Toolkit Technology ProMapp ElementOrg Power BI BPM Lean Six Sigma Data Analytics People Stakeholders VOB and VOC

4 Business Process Management BPM the enabler of Digital Transformation Improving Interactions - Agility Innovation Reduced Process Costs: 10-15% Increased quality / reduced number of errors: 20-30% Reduced process throughput times: 10-30% Reduced training time / expenses: 10-30% Reduced number of (internal) support requests: 15-30% Reduced number of customer complaints: 20-30% Increased forecast accuracy: 15-30%

5 Lean Six Sigma LSS - Methodology to Continuous Improvement Applied to improve existing Business Process Management Define The problem, business case and process Measure Identify baseline performance and metrics Analyse Expose & verify the root cause(s) to problems Improve Identify and implement solutions and confirm Control Prevent the problem from recurring Black belt taekwondo & LSS black belt Don t mess with ICT and Council s Business Analyst

6 Business Science Define Measure Analyse Improve Control QFD, Process Mapping, Capability & Control MSA VOC - Quality Function Deployment Measurement System Analysis -Variation Multiple Regression Analysis and Predictive Modelling ANOVA Design of Experiments Statistical Process Control & Revision

7 Keep it Real Without measurable data you're just another person with an opinion (W. Edwards Deming) Business performance is evidence based Not based upon personal opinion or group sentiment Facts and opinions should not compete They re complementary functions in our decision-making Measurable Performance Improvements - Based upon fact Repeatable Independently verifiable

8 Digital Transformation What is Digital Transformation?? Digital transformation is the reinvention of an organization through the use of digital technology to improve the way it performs and serves its constituents (UTS 2018) Face to Face $16.90 Telephone $ 6.60 Postal $12.79 Online $ 0.40 Deloitte modelling combined saving of $25.27 per transaction (Deloitte Access Economics Digital government transformation 2015) Digital Transformation returns four times than it costs MBDC has approx paper transactions p/a Transform processes by 20% = Saving $500K p/a Deliver more without increasing costs

9 Technologicallymature well established innovation and support eco-system, continually anticipating change and adaptive processes Digitally Future Proof The Digital Journey UTS 2018 Focussed on automation, virtualised self service functionality, efficient program management Digitally Adaptive Change Focused, long term vision, adopting agile and flexible systems and processes Digitally Transforming MBDC positioned here Reliant upon legacy one size fits all approach, lacking innovation and online service delivery Digitally Traditional Basic technology, slow and ineffective processes, fragmented operations Digitally Reactive

10 Current State Hosted Cloud based ERMS ICT strategic positioning towards emerging technologies, IOT, Smart Cities etc.. ICT positioning and organisational environment misalignment?? Legacy Systems Medieval options available Low business maturity Cultural constraints Limitation in capability Poor data integrity and BPM (capacity v capability)

11 What's Needed?? Alternatives to Legacy System Integration and Agility Easy deployment, functional, intuitive Cost effective & low maintenance Minimal Business Disruption The answer - BPM combined with Low Code D.T Drag and Drop Functionality

12 Where to Start? Stakeholder Engagement Keep it Real Flexible, Open minded Narrowing the Scope Quick wins - Momentum, Credibility, Confidence Using BPM as the enabler (DMAIC)

13 Define the Problem The values we practice rather than the statements we make is what drives an organisations culture and high performance. Concise Business Case and Project Charter 20% Transformation = $0.5 Million saving recurring P/A Understand the VOB, VOC and measurable CTQ Stakeholder Engagement, Customer Survey, Audits, etc. Clear Objective and Purpose Understand the Processes Promapp Execution Can it be achieved??

14 Project Scope Process Transformation Opportunities 1. Health and Building Inspections 2. Community Facilities Bookings 3. Council Permits and Payments 4. Miscellaneous Forms and General Enquiries 5. Online Customer Self Service, CRM s etc.. Development Applications - DPTI (July 2020)?

15 Measure Existing Processes A Vision without Execution Is Just Hallucination The real work begins Process Mapping Data Collection Understand baseline performance Refining of Project Scope

16 Analyse The Problem Analyse Data Problem Apparent cause Cause and Effect Diagram (Fishbone) Checksheet Analyse Process E.G Health Inspections Counter measure Root cause Pareto Chart Determine Potential Root Causes Form & Test Hypothesis Verify Root Causes Avoid Tampering

17 Improve Performance Generate potential D.T solutions Low Code Software Development Partnership This where the fun begins Assess Potential Solutions Select/Test Preferred Solution Understand & Minimise Variation Develop Implementation Plan

18 Implementation Implement preferred solution Beta Test and Test again Verify effectiveness - Metrics Apply comparative methods - And Don t lose sight of back end processes Solution only as good as ability to execute and close off

19 Control PMCS Standardise the solution.. Develop & implement PMCS Process Management Control Systems Internal Controls Document project Promapp Maintain Performance ElementOrg - Power BI Drive Home Cultural Change

20 Case Study Online - Facilities Booking Underutilised - Town Hall Software Solution: Front End - Design to Deploy 6-8 weeks Capability: Back End - process execution 6-8+mths

21 (some of the) Issues Allocation and return of Keys Bonding and Refunds Recurring Bookings Unauthorised Users Liquor Lic. and Security Undocumented event restrictions Cleaning and post event inspections

22 Quick Wins & Beyond Power BI Reporting (Delivered) Health / Building Inspections (1-2 months) Council Permits & Payments (3 Months) Miscellaneous Forms (3-4 Months) Next 4-6 months Online Facility Bookings Development Engineering Tracking Online CRM and Customer Portal

23 Questions Thank you