PROCESS ENGINEERING (x) SERVICES
- DEFINE THE PROCESS
- Choose a process
- Determine its boundaries
- Assign a part-time process manager who has most to gain/lose.
- Select process review team members - one from each department affected.
- Check influence from: strategy; customer expectations; user needs.
- What is volume fluctuation and timing in and out of process.
- Develop a flow diagram of the process.
- DEFINE YOUR RE-ENGINEERING OBJECTIVES:
- Improve cycle time
- Reduce total costs
- Make goof-proof for user-employees and/or customers
- Make more user-friendly in many miscellaneous ways
- Automate it; make paperless
- Make it fit seamless with other inside or outside/partner systems
- All of the above, but in what trade-of priority?
- ANALYZE THE PROCESS IN-DEPTH:
- Identify - measuring points; feedback loops; bottlenecks; high failure points; parts of process visible to customer.
- Ask each user of the process these questions:
- What document controls (prompts) this activity.
- How were you trained?
- Was training adequate?
- Where do you get "inputs" to do your activity?
- What types of errors, delays, fluctuations come with input stream?
- How do you know whether you are doing things correctly?
- What general: problems; suggestions; or difficulties do you have with this process step?
- Log all insights; etc.
- Record responsibility assignments given out with due dates.
- Procrastination is common.
- Weakest link demoralizes entire process.
- Issue progress reports to all to promote holistic understanding.
- IMPLEMENTATION; FOLLOW THROUGH:
- Documentation of solutions(s)
- Testing of all users
- Rebalancing of users' time
- Pass the "Rules of 5-7 and 1-10"- re-cultivation
- Rule of 5 – 7: the average adult must heat the new story 5 to 7 times before they understand it in a holistic and complete way which they will be slow to forget.
- Rule of 1 to 10: if someone must teach others the story, they must spend10 times the time they spend leaning it (in 5 – 7 repetitions) to be able to competently both tell and sell the next learner in line.
- Stay vigilant for on-going bug maintenance