Process Design Simplified Elements of Effective Process Design

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1 Process Design Simplified Elements of Effective Process Design David Mainville - CEO and Cofounder, Consulting-Portal June 2010 Thought Rock Breakthrough Webinar Series

2 Today s Presentation Today s Presentation Demonstrate practical techniques for accelerating IT Process Design while simultaneously achieving a buy-in from your stakeholders and keeping your eye on implementation June 2010 Thought Rock Breakthrough Webinar Series 2

3 The Shark Fin Syndrome The Shark Fin Syndrome June 2010 Thought Rock Breakthrough Webinar Series 3

4 The Shark Fin Syndrome The Shark Fin Syndrome Service Level A discipline of Continual Service Improvement will avoid the Shark Fin approach to Service Delivery June 2010 Thought Rock Breakthrough Webinar Series 4

ASSESS Identity gaps in the process DESIGN Design your process to

5 Where Does Process Design Fit? Where Does Process Design Fit? Design is part of Continual Improvement! ASSESS Identity gaps in the process DESIGN Design your process to address gaps GOVERN Govern your processes to ensure value June 2010 Thought Rock Breakthrough Webinar Series 5

requirements and enables automation which leads to

6 Far too many process designs sit on the shelf - a good design engages the stakeholders, identifies the requirements and enables automation which leads to efficiencies June 2010 Thought Rock Breakthrough Webinar Series 6

organization To clearly define requirements, roles, responsibilities and handoffs To gain commitment on

7 Why is Design Important? Why is Design Important? To engage the stakeholders and to gain commitment To ensure the right amount of process for your organization To clearly define requirements, roles, responsibilities and handoffs To gain commitment on how the process will be measured and governed To ensure the process can be implemented in the target technology June 2010 Thought Rock Breakthrough Webinar Series 7

8 Process Design Challenges Process Design Challenges Convincing people to take the time Getting consensus and buy-in Getting to the right level of detail What challenges have you faced? June 2010 Thought Rock Breakthrough Webinar Series 8

9 Process Design Starting Points June 2010 Thought Rock Breakthrough Webinar Series 9

facilitated process design sessions and don t design the process in a vacuum Identify tool and data requirements processes designed at the

10 Design Activities Design Activities Ensure an owner exists for each of the processes to be designed Adopt a standards-based approach for process design and documentation Identify all the stakeholders in the process and gain their commitment to participate in the design Run facilitated process design sessions and don t design the process in a vacuum Identify tool and data requirements processes designed at the 50,000 foot level end up staying there Develop a process training and communication plan June 2010 Thought Rock Breakthrough Webinar Series 10

11 Where To Start? Where To Start? You can start from scratch if you want, but. Why not start with an existing framework of processes? Why not also start with the specifications of a process that has worked for most other organizations June 2010 Thought Rock Breakthrough Webinar Series 11

12 Process and Technology Process and Technology Process & Technology - You can t do one without the other! Process Path Technology Path Process Design Timeline June 2010 Thought Rock Breakthrough Webinar Series 12

13 Straw Model Usage Straw Model Usage Provides a Starting Point for Tailoring: Easier to Work with than a Blank Page Based on Best Practices and Industry Standards Provides the right depth of process information Provides Effective and Timely Process Design: Effective because: All Critical Components are identified Timely because: No Need to Reinvent the Wheel Best Practice won t work as-is : Truly made of Straw Purposely designed to be Adapted not Adopted June 2010 Thought Rock Breakthrough Webinar Series 13

14 Process Straw Models Process Straw Models June 2010 Thought Rock Breakthrough Webinar Series 14

15 Process Design Documentation Process Design Documentation Process Definition Flow Diagrams RACI Docs Metrics June 2010 Thought Rock Breakthrough Webinar Series 15

16 Data Requirements by Task Data Requirements by Task June 2010 Thought Rock Breakthrough Webinar Series 16

17 Technical Design Documentation Technical Design Documentation Data Elements Notifications State Triggers Prioritized Requirements June 2010 Thought Rock Breakthrough Webinar Series 17

18 Technical Design Documentation Technical Design Documentation Technical Design Docs Screen Design June 2010 Thought Rock Breakthrough Webinar Series 18

19 Why Process Design can be Hard Work Why Process Design can be Hard Work A best practice like ITIL is by its very nature absent of your company's organization, business, cultural and technology requirements To realize the full benefits, organizations must re-introduce their own reality June 2010 Thought Rock Breakthrough Webinar Series 19

and control objectives Identify work products for control objectives Assign

20 Processes Must be Governed Processes Must be Governed Say what you do / do what you say Define your processes Map processes to governance frameworks, process life-cycles and control objectives Identify work products for control objectives Assign governance tasks Measure process compliance June 2010 Thought Rock Breakthrough Webinar Series 20

21 Governance is Critical Governance is Critical Say what you do & do what you say! Managed Process Environment Steering Committee of Key Stakholders Enhance Best Practices Best Practices Guidance Quality Improvement Process Improvement Process Metrics Measurement & Audit Defects / Variances / Opportunities June 2010 Thought Rock Breakthrough Webinar Series 21

22 Organizational Adoption Organizational Adoption Don t forget about the people & organizational change! POLICIES GOVERNANCE EDUCATION June 2010 Thought Rock Breakthrough Webinar Series 22

23 Program Activities Program Activities Agree on scope and boundaries with the Process Owner Plan and Resource the Project Conduct Process Design workshops with representation from all affected departments Customer/Business Partner liaisons may be invited as appropriate Use of a Straw Model process document is strongly recommended Use of a Process Documentation tool pre-loaded with the straw model is strongly recommended Document the agreed upon process Create a Technical Design document for implementation June 2010 Thought Rock Breakthrough Webinar Series 23

24 Validate and Communicate Validate and Communicate Iterative Process Design Don t design your process in a vacuum Make sure your design team is empowered to make decisions Continually validate the process and technical design with the team Validate with the sponsor Balance buy-in with speed Too much consensus building can hamper execution Too little can hamper adoption Design, Validate & Communicate June 2010 Thought Rock Breakthrough Webinar Series 24

25 Suggestions From Experience June 2010 Thought Rock Breakthrough Webinar Series 25

26 Suggestions From Experience Suggestions From Experience Expect more than one pass As you get into the details of the activities and tasks it may be necessary to re-visit items already discussed Additional passes will be required to develop procedures and work-instructions Keep what works, change what does not The starting point is only a Straw Model Cultural changes may be required How the organization interacts Silo breakdown Functional Organizational changes June 2010 Thought Rock Breakthrough Webinar Series 26

27 Suggestions From Experience Suggestions From Experience Extra sessions will be required Process Straw Models include generalities that must be fleshed out to be meaningful and add value Sub-groups may be assigned to make decisions or proposals (e.g. a Prioritization scheme) Capture data and tool requirements as you go Metrics and tasks require data Identify where it will be generated (task level) Identify (at a high level) the data required Identify tool requirements Notification capabilities Interface requirements June 2010 Thought Rock Breakthrough Webinar Series 27

28 Suggestions From Experience Suggestions From Experience Process First! Concentrate on the what Define procedures only after the process design is complete and the process support tool has been selected Watch out for Bureaucracy Keep an eye out for anything that does not add real value to the process Often useful to assign one person the role of challenging every task to ensure it is adding enough value to warrant its being there. June 2010 Thought Rock Breakthrough Webinar Series 28

29 Suggestions From Experience Suggestions From Experience Training Do not underestimate the importance of training Provide training on both the process and the tool Consider using people involved in the process to do the training Governance Build your governance model into the process Develop and communicate policies Tie tasks to process control objectives Collect evidence of process adoption Build Continual Improvement into your process June 2010 Thought Rock Breakthrough Webinar Series 29

30 Thank you for attending this session For more information please contact: June 2010 Thought Rock Breakthrough Webinar Series 30

How To Fix a Broken Process

How To Fix a Broken Process Table of Contents Overview 1 The Nature of Process Change 1 Change Management Methodologies 1 Enacting Change 2 1. Assemble a Cross-Functional Team 2 2. Diagram the Steps 2