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Thought Rock Breakthrough Webinar SeriesJune 2010
Process Design SimplifiedElements of Effective Process Design
Process Design SimplifiedElements of Effective Process Design David Mainville - CEO and Cofounder, Consulting-Portal
June 2010 Thought Rock Breakthrough Webinar SeriesJune 2010 2
Today’s PresentationToday’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
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 3
The “Shark Fin” SyndromeThe “Shark Fin” Syndrome
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A discipline of Continual Service Improvement will avoid the “Shark Fin” approach to Service Delivery
ServiceLevel
The “Shark Fin” SyndromeThe “Shark Fin” Syndrome
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Where Does Process Design Fit?Where Does Process Design Fit?
Design is part of Continual Improvement!
ASSESSASSESSIdentity gaps in the processIdentity gaps in the process
DESIGNDESIGNDesign your process to address Design your process to address gapsgaps
GOVERNGOVERNGovern your processes to ensure Govern your processes to ensure valuevalue
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“ 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”
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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
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Process Design ChallengesProcess 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?
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Process Design Starting Points
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Design ActivitiesDesign 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
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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
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Process and TechnologyProcess and Technology
Process Path
TechnologyPath
Process Design Timeline
Process & Technology - You can’t do one without the other!
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Straw Model UsageStraw 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
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Process Straw ModelsProcess Straw Models
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Process Design DocumentationProcess Design DocumentationProcess Definition Flow Diagrams
MetricsRACI Docs
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Data Requirements by TaskData Requirements by Task
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Technical Design DocumentationTechnical Design DocumentationData
ElementsNotifications
StateTriggers
Prioritized Requirements
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Technical Design DocumentationTechnical Design Documentation
Technical Design Docs
Screen Design
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Why “Process Design” can be Hard WorkWhy “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
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Processes Must be GovernedProcesses Must be Governed
• 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
Say what you do / do what you say
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Governance is CriticalGovernance is Critical
Say what you do & do what you say!
Managed Process Environment
Best Practices
ProcessQualityImprovement
Measurement& Audit
Guidance
Metrics
Defects / Variances / Opportunities
ProcessImprovement
Enhance Best Practices
Steering Committee of Key Stakholders
Managed Process Environment
Best Practices
ProcessQualityImprovement
Measurement& Audit
Guidance
Metrics
Defects / Variances / Opportunities
ProcessImprovement
Enhance Best Practices
Steering Committee of Key Stakholders
June 2010 Thought Rock Breakthrough Webinar Series 22
POLICIESPOLICIES
GOVERNANCEGOVERNANCE EDUCATIONEDUCATION
Organizational AdoptionOrganizational Adoption
Don’t forget about the people & organizational change!
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Program ActivitiesProgram 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 24
Validate and CommunicateValidate 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
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Suggestions From Experience
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Suggestions From ExperienceSuggestions 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 27
Suggestions From ExperienceSuggestions 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 28
Suggestions From ExperienceSuggestions 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 29
Suggestions From ExperienceSuggestions 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 30
Thank you for attending this session
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