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Management
It Depends
Strengths
(Client Name) Service Excellence
Department Name
Identify
strengths on
green post-it
notes
Attach
documents,
reports, etc.
Diamonds
ICONS are
used for
decision
points
Rectangular
ICONS are used
for activity
Opportunities
1
Identify
opportunities on
yellow post-it notes
with red ink
Please Sign In
1.
2.
3.
%
Quantify
opportunities,
loops, lags, etc.
Show detail
when
necessary
Show linkages to
other process flows
Planning
And
Preparation
Evaluate
the Current
Environment
(AS IS)
Develop the
Future
Vision
(TO BE)
Perform
GAP
Analysis
Develop
Findings and
Path Forward
g
vin
o
r
I mp
li
a
u
q
ty,
i
l
i
ag
e
nd
a
ty
ncy
e
i
ffic
Function-specific
workflow applications
Workflow & applicationspecific process models
Changes implemented
by IT modifications to
applications
Regular metrics published
from workflow tools
Advanced process
modeling and simulation
tools
Process models are tied
directly to workflow
application
Integration of workflow
applications and other IT
systems
Changes implemented by
changing process
models
Continuous monitoring of
process metrics and
results
I cannot say whether things will get better if we change; what I can say is they
must change if they are to get better. --Georg Christoph Lichtenberg
Customer
Care
Ad Sales
Build Ad
Partners
Identify
Prospects
Subscription
Maintenance
Process New
Subscriptions
Process
Renewals
Acquire New
Customers
Print Procedures
1.
2.
3.
4.
5.
Open MS W ord
Open the document
Select File | Print
Select a printer
Press the OK button
Customer
Care
Ad Sales
Build Ad
Partners
Identify
Prospects
Subscription
Maintenance
Process New
Subscriptions
Process
Renewals
Acquire New
Customers
Print Procedures
1.
2.
3.
4.
5.
Open MS W ord
Open the document
Select File | Print
Select a printer
Press the OK button
Process
Process
Design
Design
Process
Process
Evaluation
Evaluation
Business
Business
Strategy
Strategy&&
Goals
Goals
Strategy mapping
Metric framework development
Goals & incentives design
Initiative identification
Process
Process
ImplemenImplementation
tation
Procedure and guidelines updates
Training
Organizational change management
Tool & technology improvements
Workflow implementation
Tactics
Always start process analysis with the customer
segments
Conduct interviews and information gathering
workshops for each significant customer type
Conduct interviews and then run workshops to
gather input from managers
Involve the customer or a knowledgeable proxy
to define customer values and important
performance indicators
Conduct interviews
Tactics
Link processes to the reasons for their
existence
Examine each process for its degree of
importance, potential contribution, and
opportunity for improvement
Use matrices to keep the analysis and
presentation simple
Consider redoing the exercise
Tactics
Consider the help of people with
experience in categorizing and classifying
concepts
Information-to-process and knowledge-toprocess can be developed to show
priorities in the areas to be dealt with first
Tactics
Understand the business values first
Establish a technology watch team
Business and process based way to
define or redefine technology architecture
Use process-to-technology grids for
simplicity of tracking
Tactics
Dons ignore it!
Get facility professionals involved
Look for opportunities to close unneeded
space, eliminate storage facilities, combine
locations, etc.
Consider remote offices,
telecommunication, and mobile workforces
Consider using process-to-facility grids
Tactics
Start with major roles, determine logical
groups of roles, and then begin to design
logical organization units
Consider carefully the organizations need
to adapt and maneuver quickly
User HR development professionals
Consider implementing the broadest
cross-functional team structures
Involve the collective bargaining units
Tactics
Dont go too details
Dont delay or avoid change. If possible,
train rather than replace
A key requirement to do a job isnt simply
the ability to learn a new skills
Determining alignment
opportunities and constraints
Make the opportunity visible
Identify constraints that will hinder or
prevent changes within the processes
Document analysis
Root-cause analysis
Workshops
Negotiation
Communication
Program management
Tactics
Be creative!
Pay attention to understanding the root
causes of constraints and problems
Consider establishing a program
management office (PMO) to ensure that
the architecture and strategies become a
reality
Holocentric Modeler
Holocentric is a sydney-based company
specialising in business modelling
www.holocentric.com
Holocentric modeler is its flagship product
which provides organization modeling
capabilities. Current version is 6.2
Support role-based process modeling
(RBPM)