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The Power of Business Process Improvement

Book Description

Every business process in every organization can be improved—made better, faster, more efficient, more cost-effective, and more flexible to changing business needs. Business process improvement (BPI) can drive substantial bottom-line increases, ultimately accelerating the revenue cycle. The Power of Business Process Improvement proves that even sweeping BPI initiatives don’t have to be complex, time-consuming projects. This incredibly practical book, written for the layperson, cuts through lengthy, technical explanations with a 10-step method designed for busy professionals with real-world problems. Starting with simple tools to help the reader develop a process inventory, author Susan Page shows how to: • Prioritize processes • Map processes • Estimate times and costs • Apply improvement techniques • Create internal controls • Develop metrics • Test new processes and rework them as necessary • Implement the changes • Gain recognition • And more A far cry from the complicated, theory-laden books on the market, the clear and practical approach in The Power of Business Process Improvement will leave colleagues energized, focused, and well-equipped to take their organization to the next level.

Table of Contents

  1. Cover Page
  2. Title Page
  3. Copyright Page
  4. Dedication
  5. Contents
  6. Chapter 1: The Roadmap: Learning How to Navigate
    1. Can You Do It?
    2. The Journey
    3. The Ten Simple Steps to Business Process Improvement
      1. Step 1: Develop the Process Inventory
      2. Step 2: Establish the Foundation
      3. Step 3: Draw the Process Map
      4. Step 4: Estimate Time and Cost
      5. Step 5: Verify the Process Map
      6. Step 6: Apply Improvement Techniques
      7. Step 7: Create Internal Controls, Tools, and Metrics
      8. Step 8: Test and Rework
      9. Step 9: Implement the Change
      10. Step 10: Drive Continuous Improvement
    4. The Executive Summary
    5. Case Study
    6. Chapter Summary
  7. Chapter 2: Step 1: Develop the Process Inventory: Identifying and Prioritizing the Process List
    1. The Process Inventory
    2. Process Prioritization
      1. Developing Criteria
      2. Scale
      3. Applying Weighting
    3. Chapter Summary: Step
    4. Time Estimate
      1. Build the Business Process Inventory
      2. Sponsor Meeting
      3. Establish Categories, Criteria, Scale, Weighting
      4. Complete the Process Prioritization Table
      5. A Second Sponsor Meeting
    5. What You Have Achieved
  8. Chapter 3: Step 2: Establish the Foundation: Avoiding Scope Creep
    1. The Eight Sections of the Scope Definition Document
      1. Section 1: Process Name
      2. Section 2: Process Owner
      3. Section 3: Description:
      4. Section 4: Scope
      5. Section 5: Process Responsibilities
      6. Section 6: Client and Client Needs
      7. Section 7: Key Stakeholders and Interests
      8. Section 8: Measurements of Success
    2. Chapter Summary: Step
    3. Time Estimate
      1. First Project Team Meeting
      2. Sponsor Meeting
    4. What You Have Achieved
  9. Chapter 4: Step 3: Draw the Process Map: Flowcharting and Documenting
    1. Process Map Overview
    2. Drawing the Process Map
      1. Box
      2. Box
      3. Box
      4. Boxes 4–7
      5. The Cross-Functional Process Map
      6. Continuing the Work from Meeting to Meeting
    3. Documenting the Process
    4. Chapter Summary: Step
    5. Time Estimate
      1. Second Project Team Meeting
      2. Postmeeting Work
      3. Follow-on Project Team Meetings
    6. What You Have Achieved
  10. Chapter 5: Steps 4–5: Estimate Time and Cost and Verify the Process Map: Introducing the Process and Cycle Time and Gaining Buy-In
    1. Business Process Timing
      1. Process Time
      2. Cycle Time
    2. Process Cost
      1. People Costs
      2. Tool Costs
      3. Overhead Costs
    3. Putting It All Together
    4. Alternative Cuts of the Data
      1. Analyzing the Cost Estimate Columns
    5. Verify the Process Map
      1. Process Workers
      2. Stakeholders
      3. Sponsor
    6. Chapter Summary: Steps 4–5
    7. Time Estimate
      1. Project Team Meeting
      2. Postmeeting Work
      3. Sponsor Meeting
      4. Verify the Process Map
      5. Postvalidation Work
    8. What You Have Achieved
  11. Chapter 6: Step 6: Apply Improvement Techniques: Challenging Everything
    1. Eliminate Bureaucracy
    2. Value Added
    3. Eliminate Duplication
    4. Simplification
    5. Reduce Cycle Time
    6. Automation
    7. Chapter Summary: Step 6
    8. Time Estimate
      1. Project Team Meeting
      2. Postmeeting Work
    9. What You Have Achieved
  12. Chapter 7: Step 7: Create Internal Controls, Tools, and Metrics: Making It Real
    1. Internal Controls
    2. Tools
      1. Job Aids
      2. Custom Email Forms
      3. Excel Tools
    3. Metrics
    4. Chapter Summary: Step 7
    5. Time Estimate
      1. Project Team Meeting
      2. Postmeeting Work
      3. Project Team Meeting
    6. What You Have Achieved
  13. Chapter 8: Step 8: Test and Rework: Making Sure It Works
    1. The Five Steps to Testing the Business Process
      1. Step 1: Create the Test Plan
      2. Step 2: Develop the Scenarios
      3. Step 3: Implement the Test Plan
      4. Step 4: Summarize Feedback and Rework
      5. Step 5: Retest
    2. Chapter Summary: Step
    3. Time Estimate
    4. Create the Test Plan
      1. Write Test Scenarios
      2. Implement the Test Plan and Rework
    5. What You Have Achieved
  14. Chapter 9: Step 9: Implement the Change: Preparing the Organization
    1. The Implementation Plan
    2. Overview of the Three Phases of the Implementation Plan
      1. The Design Phase
      2. The Development Phase
      3. The Implementation Phase
    3. The Four Tracks in the Implementation Phase
      1. Change Management Track (Impact Analysis)
      2. Testing Track
      3. Communications Track (Communication Plan)
      4. Training Track (Training Plan)
    4. Chapter Summary: Step
    5. Time Estimate
      1. Develop the Implementation Plan
      2. Develop the Impact Analysis
      3. Develop the Communication Plan
      4. Develop the Training Plan
      5. Gain Sponsor Buy-in
    6. What You Have Achieved
  15. Chapter 10: Step 10: Drive Continuous Improvement: Embracing the New Mindset
    1. The Continuous Improvement Cycle
      1. Evaluate
      2. Test
      3. Assess
      4. Execute
    2. Continuous Improvement Plan
    3. Chapter Summary: Step 10
    4. Time Estimate
      1. Develop the Continuous Improvement Plan and Schedule
      2. Gain Sponsor Buy-in
      3. Test, Assess, Execute
    5. What You Have Achieved
  16. Chapter 11: Create the Executive Summary: Getting the Recognition
    1. The Six Sections of the Executive Summary
      1. Section 1: Project Focus
      2. Section 2: Goals
      3. Section 3: Summary
      4. Section 4: Key Findings
      5. Section 5: Deliverables
      6. Section 6: Appendix
    2. Chapter Summary
    3. Time Estimate
      1. Create Analytical Tables
      2. Write the Executive Summary
    4. What You Have Achieved
  17. Chapter 12: Case Study: Sharing a Real-World Example
    1. Background
    2. Step 1: Develop the Process Inventory
    3. Step 2: Establish the Foundation
    4. Step 3: Draw the Process Map
    5. Step 4: Estimate Time and Cost
      1. Process Activities and Process Time
      2. Annual Volume
      3. FTE Formula
      4. Employee Costs
    6. Step 5: Verify the Process Map
    7. Step 6: Apply Improvement Techniques
      1. Benchmarking
      2. A New Approach
    8. Step 7: Create Internal Controls, Tools, and Metrics
      1. Internal Controls
      2. Tools
      3. Metrics
    9. Step 8: Test and Rework
    10. Step 9: Implement Change
      1. Communication Track
      2. Training Track
      3. Change Management Track
    11. Step 10: Drive Continuous Improvement
    12. Chapter Summary
    13. What You Have Achieved
  18. Index