Mindmap-Book: Power of Business Process Improvement

Mindmap-Book: Power of Business Process Improvement

• CONTENTS/8

  CHAPTER 1: The Roadmap: Learning How to Navigate/16

  • Can You Do It?/20
  • The Journey/21
  • The Ten Simple Steps to Business Process Improvement/23
    • Step 1: Develop the Process Inventory/23
    • Step 2: Establish the Foundation/24
    • Step 3: Draw the Process Map/25
    • Step 4: Estimate Time and Cost/26
    • Step 5: Verify the Process Map/26
    • Step 6: Apply Improvement Techniques/27
    • Step 7: Create Internal Controls, Tools, and Metrics/27
    • Step 8: Test and Rework/28
    • Step 9: Implement the Change/29
    • Step 10: Drive Continuous Improvement/30
  • The Executive Summary/30
  • Case Study/31
  • Chapter Summary/31

  CHAPTER 2: Step 1: Develop the Process Inventory: Identifying and Prioritizing the Process List/33

  • The Process Inventory/34
  • Process Prioritization/38
    • Developing Criteria/38
    • Scale/44
    • Applying Weighting/58
  • Chapter Summary: Step 1/62
  • Time Estimate/63
    • Build the Business Process Inventory/63
    • Sponsor Meeting/64
    • Establish Categories, Criteria, Scale, Weighting/64, 42,
    • Complete the Process Prioritization Table/64, 91,
    • A Second Sponsor Meeting/64
  • What You Have Achieved/65

  CHAPTER 3: Step 2: Establish the Foundation: Avoiding Scope Creep/66

  • The Eight Sections of the Scope Definition Document/69
    • Section 1: Process Name/69
    • Section 2: Process Owner/71
    • Section 3: Description/71
    • Section 4: Scope/79
    • Section 5: Process Responsibilities/81
    • Section 6: Client and Client Needs/82
    • Section 7: Key Stakeholders and Interests/83
    • Section 8: Measurements of Success/86
  • Chapter Summary: Step 2/87
  • Time Estimate/89
    • First Project Team Meeting/89
    • Sponsor Meeting/91
  • What You Have Achieved/91

  CHAPTER 4: Step 3: Draw the Process Map: Flowcharting and Documenting/92

  • Process Map Overview/93
  • Drawing the Process Map/97
    • Box 1/99
    • Box 2/103
    • Box 3/106
    • Boxes 4–7/108
    • The Cross-Functional Process Map/111
    • Continuing the Work from Meeting to Meeting/112
  • Documenting the Process/117
  • Chapter Summary: Step 3/121
  • Time Estimate/121
    • Second Project Team Meeting/123
    • Postmeeting Work/123, 42,
    • Follow-on Project Team Meetings/123
  • What You Have Achieved/124

  CHAPTER 5: Steps 4–5: Estimate Time and Cost and Verify the Process Map: Introducing the Process and Cycle Time and Gaining Buy-In/125

  • Business Process Timing/125
    • Process Time/126
    • Cycle Time/130
  • Process Cost/134
    • People Costs/135
    • Tool Costs/141
    • Overhead Costs/143
  • Putting It All Together/143
  • Alternative Cuts of the Data/144
    • Analyzing the Cost Estimate Columns/146
  • Verify the Process Map/150
    • Process Workers/150
    • Stakeholders/151
    • Sponsor/151
  • Chapter Summary: Steps 4–5/152
  • Time Estimate/153
    • Project Team Meeting/153
    • Postmeeting Work/154
    • Sponsor Meeting/154
    • Verify the Process Map/154, 42,
    • Postvalidation Work/154, 91,
  • What You Have Achieved/155

  CHAPTER 6: Step 6: Apply Improvement Techniques: Challenging Everything/156

  • Eliminate Bureaucracy/158
  • Value Added/162
  • Eliminate Duplication/165
  • Simplification/169
  • Reduce Cycle Time/171
  • Automation/175
  • Chapter Summary: Step 6/179
  • Time Estimate/180
    • Project Team Meeting/180
    • Postmeeting Work/181
  • What You Have Achieved/181

  CHAPTER 7: Step 7: Create Internal Controls, Tools, and Metrics: Making It Real/182

  • Internal Controls/182
  • Tools/188
    • Job Aids/189
    • Custom Email Forms/189
    • Excel Tools/195
  • Metrics/196
  • Chapter Summary: Step 7/201
  • Time Estimate/202
    • Project Team Meeting/202
    • Postmeeting Work/203
    • Project Team Meeting/203, 42,
  • What You Have Achieved/203

  CHAPTER 8: Step 8: Test and Rework: Making Sure It Works/204

  • The Five Steps to Testing the Business Process/207
    • Step 1: Create the Test Plan/208
    • Step 2: Develop the Scenarios/212
    • Step 3: Implement the Test Plan/216
    • Step 4: Summarize Feedback and Rework/218
    • Step 5: Retest/218
  • Chapter Summary: Step 8/219
  • Time Estimate/219
    • Create the Test Plan/220
    • Write Test Scenarios/220, 42,
    • Implement the Test Plan and Rework/220
  • What You Have Achieved/220

  CHAPTER 9: Step 9: Implement the Change: Preparing the Organization/222

  • The Implementation Plan/223
  • Overview of the Three Phases of the Implementation Plan/226
    • The Design Phase/226
    • The Development Phase/227
    • The Implementation Phase/228
  • The Four Tracks in the Implementation Phase/228
    • Change Management Track (Impact Analysis)/228
    • Testing Track/230
    • Communications Track (Communication Plan)/230
    • Training Track (Training Plan)/233
  • Chapter Summary: Step 9/238
    • Time Estimate/239
    • Develop the Implementation Plan/239
    • Develop the Impact Analysis/240
    • Develop the Communication Plan/240
    • Develop the Training Plan/240
    • Gain Sponsor Buy-in/241
  • What You Have Achieved/241, 42,

  CHAPTER 10: Step 10: Drive Continuous Improvement: Embracing the New Mindset/242

  • The Continuous Improvement Cycle/244
    • Evaluate/245
    • Test/250
    • Assess/251
    • Execute/253
  • Continuous Improvement Plan/254
  • Chapter Summary: Step 10/257
  • Time Estimate/258
    • Develop the Continuous Improvement Plan and Schedule/258
    • Gain Sponsor Buy-in/259
    • Test, Assess, Execute/259, 42,
  • What You Have Achieved/259

  CHAPTER 11: Create the Executive Summary: Getting the Recognition/260

  • The Six Sections of the Executive Summary/261
    • Section 1: Project Focus/262
    • Section 2: Goals/264
    • Section 3: Summary/265
    • Section 4: Key Findings/272
    • Section 5: Deliverables/273
    • Section 6: Appendix/274
  • Chapter Summary/274
  • Time Estimate/275
    • Create Analytical Tables/275
    • Write the Executive Summary/276
  • What You Have Achieved/276, 42,

  CHAPTER 12: Case Study: Sharing a Real-World Example/277

  • Background/277
  • Step 1: Develop the Process Inventory/278
  • Step 2: Establish the Foundation/283
  • Step 3: Draw the Process Map/286
  • Step 4: Estimate Time and Cost/298
    • Process Activities and Process Time/299
    • Annual Volume/305
    • FTE Formula/308
    • Employee Costs/310
  • Step 5: Verify the Process Map/310
  • Step 6: Apply Improvement Techniques/311
    • Benchmarking/311
    • A New Approach/317
  • Step 7: Create Internal Controls, Tools, and Metrics/325
    • Internal Controls/325
    • Tools/328
    • Metrics/331
  • Step 8: Test and Rework/333
  • Step 9: Implement Change/336
    • Communication Track/337
    • Training Track/338
    • Change Management Track/338
  • Step 10: Drive Continuous Improvement/338
  • Chapter Summary/343
  • What You Have Achieved/343