Business Process Analysis:

Business Process Analysis:Business Process Analysis:Transforming Public Health in Madison CountyTransforming Public Health in Madison County

AgendaAgenda

Introduction & Overview New Words & Concepts

Business Process Analysis Concepts Overview of Methodology

Business Process Analysis Tools Introduction Context Diagrams Task Flow Diagrams Business Process Matrix Practice Session

Application to Madison County DOH Breakout Session

Introduction & Overview New Words & Concepts

Business Process Analysis Concepts Overview of Methodology

Business Process Analysis Tools Introduction Context Diagrams Task Flow Diagrams Business Process Matrix Practice Session

Application to Madison County DOH Breakout Session

Objectives of MeetingObjectives of Meeting

Understand the purpose for business process analysis for Madison County Department of Health.

Acquire skills in Business Process Analysis.

Describe the process and products of Business Process Analysis.

Understand the purpose for business process analysis for Madison County Department of Health.

Acquire skills in Business Process Analysis.

Describe the process and products of Business Process Analysis.

Public HealthPublic Health

A.R.T.A.R.T.Public HealthPublic Health

A.R.T.A.R.T.

Overarching GoalOverarching Goal

PETF ObjectivesPETF Objectives

Increased staff knowledge and skills on BPA

Capacity to perform and train others in BPA activities throughout the entire department

Written 3-year plan outlining the continued implementation and evaluation of the BPA applications within the MCHD

Increased staff knowledge and skills on BPA

Capacity to perform and train others in BPA activities throughout the entire department

Written 3-year plan outlining the continued implementation and evaluation of the BPA applications within the MCHD

PETF ObjectivesPETF Objectives

Increased awareness of the importance of a methodology for analyzing departmental business processes and understanding how this methodology will translate to process descriptions leading to improved performance

Written documentation of a BPA methodology intended to be replicated throughout the MCHD

Increased awareness of the importance of a methodology for analyzing departmental business processes and understanding how this methodology will translate to process descriptions leading to improved performance

Written documentation of a BPA methodology intended to be replicated throughout the MCHD

Benefits of Collaborating on Business Process

Analysis

Benefits of Collaborating on Business Process

Analysis Common vocabulary and definitions Better understanding of processes that

support the work we do Opportunity to learn from others’

approaches and improve processes Documentation of processes facilitates

requirements development Interoperability Increased vendor interest in public

health Evidence to gain financial support

Common vocabulary and definitions Better understanding of processes that

support the work we do Opportunity to learn from others’

approaches and improve processes Documentation of processes facilitates

requirements development Interoperability Increased vendor interest in public

health Evidence to gain financial support

Common TerminologyCommon Terminology

Business process Business process

analysis Business process

redesign Requirements

definition Information systems Entity Transaction Business process

matrix

Business process Business process

analysis Business process

redesign Requirements

definition Information systems Entity Transaction Business process

matrix

Business rules Task Outcome Input Output Collaboration Context diagram Task flow diagram

Business rules Task Outcome Input Output Collaboration Context diagram Task flow diagram

ExerciseExercise

Turn to the worksheet entitled I Believe.

Quickly react to each statement and circle the rating that corresponds most closely to how you feel right now.

Turn to the worksheet entitled I Believe.

Quickly react to each statement and circle the rating that corresponds most closely to how you feel right now.

New ConceptsNew Concepts

Q. What is the “business” of public health?




A. The activities we do to provide the services that meet the public health objectives of the communities we serve.


A. The activities we do to provide the services that meet the public health objectives of the communities we serve.


Q. What is a business process? Q. What is a business process?


Q. What is a business process? A. A set of activities and tasks that

logically group together to accomplish a goal or produce something of value for the benefit of the organization, stakeholder, or customer.

Q. What is a business process? A. A set of activities and tasks that

logically group together to accomplish a goal or produce something of value for the benefit of the organization, stakeholder, or customer.


Q. How are business processes relevant to:….information systems?….management systems?….Funding systems?….etc.

Q. How are business processes relevant to:….information systems?….management systems?….Funding systems?….etc.


Q. How are business processes relevant to the various systems?

A. Systems support the work you do, so we first need to understand how it is done.

Q. How are business processes relevant to the various systems?

A. Systems support the work you do, so we first need to understand how it is done.

The MethodologyThe Methodology

Business Process Analysis: Outcomes/Products

Business Process Analysis: Outcomes/Products

Documentation of business processes

Learning through collaborationBenchmarking of best practices

Documentation of business processes

Learning through collaborationBenchmarking of best practices

Business Process Analysis Tools

Business Process Analysis Tools

Graphical Tools:Context DiagramsTask Flow Diagrams

Text Tool:Business Process Matrix

Graphical Tools:Context DiagramsTask Flow Diagrams

Text Tool:Business Process Matrix

Freddie’s Fast FlippersFreddie’s Fast Flippers

http://www.blinman.com/burger_king.jpg

Freddie’s Fast FlippersFreddie’s Fast Flippers

+ + =

Context DiagramsContext Diagrams

Who: EntitiesWhat: Transactions (exchanges)Why: The outcome of the process,

which indicates the objective has been met.

Who: EntitiesWhat: Transactions (exchanges)Why: The outcome of the process,

which indicates the objective has been met.

EntityTransactions

Entity

P

ayment

Bill

Order detail

Greeting

Change

Burger

Drink

Fry

Customer

Burger

ord

er

Burgerstation

Drink order

Fry order

Frystation

Drinkstation

Freddie’s Fast Flippers: Order Fulfillment

Freddie’s Fast Flippers: Order Fulfillment

Com

pleted

Order

Order taker

HOW?HOW?

task

decision

Choice B

Choice A

Information flow

task 1

task 2

task 3

Task series

task 1

task 2

task 3

Task series

Task Flow DiagramsTask Flow Diagrams

food handlers

order taker

order

Completedorder

Greet &Order

Billing/Payment

noOrderready?

yes

Fill order

Deliver orderto station

OrderRequest

no

OrderPlaced?

Freddie’s Fast Flippers Task Flow

Freddie’s Fast Flippers Task Flow

CustomerGets order

yes

Business ProcessesBusiness Processes

Order Fulfillment InventoryPayroll

Training Scheduling

Marketing

Immunization Task FlowImmunization Task Flow

Business Process MatrixBusiness Process Matrix

A table to track all of the business processes you are mapping

For each business process, the table includes: Goal Objective Business Rules Trigger(s) Task Set Inputs Outputs (Measurable) Outcomes

A table to track all of the business processes you are mapping

For each business process, the table includes: Goal Objective Business Rules Trigger(s) Task Set Inputs Outputs (Measurable) Outcomes

Example: Order FulfillmentExample: Order Fulfillment

Goal Objective

Business Rules

Triggers Task Set Inputs Outputs (Measurable)

Outcomes

Timely provision of food and service to the customer at the best value.

Accurately process food order for and receive payment from drive-through customers in a minimal amount of time.

FDA standards for food handling; cashier does not handle food; cashier provides greeting and acts as point of contact for all food stations.

Customer arrives at drive-through station.

Greet customer; take order; process order; bill customer and receive payment; receive and deliver order to customer.

Food and beverage inventory; Inventory of paper goods (bags, straws, napkins).

Inventory orders; sales activity reports; deposits; incident reports.

Payments received, timeliness of order fulfillment; number of customer complaints; incident reports.

Questions so far?Questions so far?

Q A&

Business Process Analysis: Key Principles

Business Process Analysis: Key Principles

This phase is completed collaboratively, but also very quickly. The main work usually takes just one or two work sessions.

The business process analysis should extend at least one level beyond the anticipated entities and processes, to ensure that the boundaries are correct. This may involve inclusion of links to external entities.

This phase is completed collaboratively, but also very quickly. The main work usually takes just one or two work sessions.

The business process analysis should extend at least one level beyond the anticipated entities and processes, to ensure that the boundaries are correct. This may involve inclusion of links to external entities.

Group PracticeGroup Practice

Develop Context Map, Task Flow Chart and Business Matrix for the following business process:

• Process a return at a clothing store (salesclerk)

Develop Context Map, Task Flow Chart and Business Matrix for the following business process:

• Process a return at a clothing store (salesclerk)

Group Practice, cont.Group Practice, cont.

Create one flipchart for each of these: Context diagram Task flow diagram One row of a business process matrix

Questions we haveIssues we faced

Create one flipchart for each of these: Context diagram Task flow diagram One row of a business process matrix

Questions we haveIssues we faced

Madison County Department of Health

Madison County Department of Health

Breakout ApplicationBreakout Application

Discuss the application in your breakout group.

Designate a facilitator.Create one flipchart for each of

these:Context diagramTask flow diagramOne row of a business process matrix

Discuss the application in your breakout group.

Designate a facilitator.Create one flipchart for each of

these:Context diagramTask flow diagramOne row of a business process matrix

DebriefingDebriefing

10 minutes for each Breakout: Group 1: Present work and ask

questions.Group 2: Provide feedback (BPA

Checklist).

10 minutes for each Breakout: Group 1: Present work and ask

questions.Group 2: Provide feedback (BPA

Checklist).

Business Process Analysis: How You Know You’ve Done

Well

Business Process Analysis: How You Know You’ve Done

WellAll stakeholders: Consensus that

critical business processes, tasks, and relationships are identified

Enough information to proceed to Business Process Redesign

STOP when the incremental effort exceeds the incremental gain.

All stakeholders: Consensus that critical business processes, tasks, and relationships are identified

Enough information to proceed to Business Process Redesign

STOP when the incremental effort exceeds the incremental gain.

I Believe…I Believe…

Go back to the worksheet on page 4 in your Participant’s Guide.

With other people at your table, discuss:Which statements do you believe?Have you had any new insights or

affirmations since you first completed this?

How do these beliefs (and the principles on pages 11 and 12) relate to our grant and our agency?

Go back to the worksheet on page 4 in your Participant’s Guide.

With other people at your table, discuss:Which statements do you believe?Have you had any new insights or

affirmations since you first completed this?

How do these beliefs (and the principles on pages 11 and 12) relate to our grant and our agency?

TimelineTimeline

12/1/2006 2/1/2008

1/1/2007 2/1/2007 3/1/2007 4/1/2007 5/1/2007 6/1/2007 7/1/2007 8/1/2007 9/1/2007 10/1/2007 11/1/200712/1/2007 1/1/2008

Conference Calls

Milestone deliverables

Onsite Meetings

LEGEND:

Kick-OffCall

12/07/06

ProjectStatement

BPA Training

2/12-2/16

Senior Mgmt. Training

Part 1: BPA Methodology

Draft of Bus.Process Model

3-day BPRTraining

Sr. Mgmt. Training

Part 2: BPRMethodology

Redesigning Business

Processes

PlanOf

Action

BPA ProcessReport

01/05/08

BPA Policy & Procedure

Manual 01/26/08

Questions?Questions?

Q A&

Documents

Business Process Analysis: