Process Redesign: The marriage of technology and processes. Wednesday February 23, 2015 Mark Johnson

Transcription

1 Process Redesign: The marriage of technology and processes Wednesday February 23, 2015 Mark Johnson

2 Process Redesign is a critical element in adoption of the technology project Solution Architecture Project Management Deliverables Project Elements Business Process Redesign Detailed Requirements These elements work together to define the implementation direction of the IT project Degree of Support for Change AWARENESS Change Commitment Curve UNDERSTANDING Time COMMITMENT ADOPTION Success in dependent on the level of adoption of the technology into the business!

3 ASD Change Management Driving through the tube of change! 3

4 Process Redesign and the Project Phases Primary Objective: To guide the organization from awareness to the appropriate level of acceptance or commitment for the new capabilities

5 Business & IT Have Defined Roles for a Successful Project Collaboration Builds Successful Projects Business Roles Overall project management Vendor/contract management Requirement definition (clear & prioritized) Business process definition User acceptance testing Roll-out planning, training & execution Ongoing Subject Matter Expertise IT Roles Technical input to PM Technical guidance for vendor/contract management Design IT requirements, integrations, system modifications, security, hardware, network, etc. Build hardware, integrations, modifications, etc. Testing unit, integration, system Transition to maintenance

6 How it used to be done: Forcing the current processes into the technology Current Processes Technology Results in Lost functionality

7 Process Redesign, when modified with technology requirements results is a synergistic outcome Current Processes Technology Results in: Business Driven functionality Improved Processes Higher Adoption Rate Modified Processes Configured/ Modified Technology Synchronized Processes and Technology

8 Process Analysis provides insightful information that changes how you look at things Use Process Analysis for: Identifying impacts Existing process Change? No longer needed? Identifying Business Requirements Who does what? Why? Identifying Integrations What do data systems need? What is the system of record?

9 Business Process Analysis Tools Reviewing Existing Processes Really, it helps Just don t go overboard! Provides good baseline of business requirements Identifies Critical Data Requirements Regulatory and Business Provides a common language Multiple players in an implementation we all need to understand each other Mapping the New Processes Use a visual tool Work with the technology Use the map to show integrations Many processes become automated Process maps with systems help identify requirements

10 Stepping into the change

11 Business Process Change Methodology Conduct Business Process Change Workshops Capture and document As-Is business processes expected to be impacted by the Smart Grid implementation Design and develop technology enabled To-Be business processes Analyze and organize findings Develop action plan to transform the business: Utilize findings to begin strategic and tactical planning for business process changes Foster an environment of innovation leading to business transformation and realization of expected benefits

12 Levels of the Process Analysis Process Mapping Level Provides high-level view of processes Provides Integration map Procedure Level Provides Job descriptions Provides Job Tasks Task Level Provides Step by Step instructions / Job Aids

13 Process Maps incorporate tasks, systems and data AMI Transfer of Service Process (Future) Phase Call from Title Company System Check Field Customer Services IT Systems Utility Billing Call from Customer Message/Data trransfer Legend Review Status of Account Customer Data CIS Time Step Status of Account: - Last Read Date - Current Owner - Service at Premises New Task Set-up Service Request New Customer Data Request Read Date for Move - Title Co. Guarantee of payment: - Date for Final Read - New Owner - Final bill address for mailing Issue Read Service Order Read Request/Response MDM Field Captured Read Read in MDM system? N Issue AMI Trouble Order Troubleshoot AMI Field Captured Reads Y Close Trouble Order Provide reads if needed Finalize and start new account New Owner CIS Close Service Request Start/Stop Reads End Task Collapsed Sub- Task Deleted Task Modified Task

14 ASD Change Management Tracks Are you ready? Mark Johnson