Process

Process Improvement Methodology

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 Methodology : The Process Improvement Framework Phases

The Process Improvement Framework is a set of flexible and reusable guidelines based on leading
practice. It is performance driven and can be used comprehensively or partially depending on the
complexity of the organization. It encompasses eight major groupings of activities or “phases”:

Operational &
Nurture & Improve
Measurement Mode
Realization Implement
Mode Develop
Renew
Design
Assess
Mode
Vision
Architect & Align
Strategy
Mode Business Context

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Methodology : Phase Objectives

Phase Objective

Business Context Intended to establish a clear set of criteria that will guide the operation of a business,
establishment of priorities for change, management of a program for re-design using the
stakeholder as a basis for understanding.
Architect & Align Determines the relationships among processes, technology direction, org strategies, HR
capabilities and business strategy. Prioritizes processes for re-design
Vision Starts to emphasize Process Design by identifying a specific process to be re-designed.
Identifies stakeholders for the process, their expectations, ways of measuring performance
and target levels for improvement, scope , project plan , business case ,change mgmt &
communications strategy

Assess Examines what the existing process actually does (“as-is”) so as to be able to make the
right improvements. Measures baseline performance, determines root cause and prioritizes
improvement opportunities.
Renew Redesign business process to be able to meet goals of the process stakeholders and the
project. Tests feasibility of changes and coordinates subsequent phases and a
transformation strategy
Develop During this phase the organization develops and constructs all of the components of the
solution. This Phase has the highest risk as the IT program, HR/Change Program, Process
and Org Structure Program all come together
Implement This phase puts in place all changes necessary to achieve initial performance
improvements. Rolls out the solution in series of releases.
Nurture & Improve This phase is the ongoing execution of the process with a process owner in place and the
environment for continuously searching for opportunities to improve.

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Methodology: Process Map for all Phases

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Top-level (Generic) Processes

1. Suspect to collect
n Includes lead generation, opportunity management, software distribution,

2. Conception to production
n Includes product development, product release, pricing, product structure, product training

3. Hire to retire
4. Record to report
5. Procure to pay
6. Contract to conclusion
7. Incident to resolution
n Includes customer care, customer support, self-service, complaint management

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