Improving Performance: How to Manage the White Space on the Organization Chart

10.3. Phase 2: Process Analysis and Design

During Phase 2, the Design Team, guided by the facilitator:

• Documents the "Is" (current) process.

• Identifies the "disconnects" (deficiencies) in the "Is" process. A "disconnect" is anything that impedes the effectiveness or efficiency of the process. It may be an input, a step, or an output that is missing, unnecessary, or substandard. It may be something done at the wrong time (for instance, in series rather than in parallel), done by the wrong organization or people, not executed well, or done manually when it could be automated.

• Analyzes, if necessary, the "root causes" of the disconnects, using tools like fishboning (Ishikawa, 1982) or Kepner-Tregoe problem analysis (Kepner and Tregoe, 1981).

• Engages ...