Markus Gappmaier Marriott School of Management (SOAIS) Process Innovation@BYU Process Innovation@BYU Reengineering Student Services Project Training BPM

Markus Gappmaier Marriott School of Management(SOAIS)

Process Innovation@BYU Reengineering Student Services

Project Training BPMSession 4 – BPM Methods -

Reflections October 4, 2000

Dr. Markus Gappmaier, MSM-SOAIS

Welcome!


Reengineering Student Services:

Food For Thought

“Since we are the stewards of a technology that is becoming increasingly pervasive in all aspects of human life, it is incumbent upon us to ground ourselves in a fundamental understanding of the global human community that we influence by our decisions (or actions).” (Kirk Templeton, Director – Wind Mountain Institute, Ubiquity – An ACM IT Magazine and Forum, 9/26/2000)


Outline for 4. Training SessionWednesday, 5.00 – 6.30

• Presentation and discussion of experiences with selected BPR methods (field studies)• Answering of questions• Introduction to PCDM facilitation• Application: Group Exercise


Process Mapping and Innovation Initiative:The Methods

1. Identify the Objectives of the Customer-driven Process

2. Map the Current Process

3. Analyze the Current Process

4. Benchmark for Innovative, Proven Alternatives

5. Redesign the Process

•Visioning (Interviews …)•Focus Groups

•Reconnaissance/Analysis•Picture Card Design Method•Feedback Meetings

Research Best Practices •Web•Literature•ExpertsPCDM

Analysis•Metaplan Technique

• PCDM • Feedback Meetings


BPR Methods

Special Characteristics?


Reflection of BPR Method ApplicationWhat we need to know:

Info we can get with a certain method

Info we cannot get with a method

Which methods can be integrated

Efficiency of a certain method

Tips/Tricks/Experiences


Reconnaissance/Analysis


Interview


Apprenticeship Learning


Picture Card Design Method


Feedback Meeting


Picture Card Design Method


Picture Card Design MethodThe Role of the Facilitator: How?• Prepare a rudimentary, not-taped model of the process-to-be (shall

contain no more than a couple of the main potential activities)• Present the model to the local experts and ask for their input (e.g.

How could the new process look to meet the process objectives?)• When local experts start contributions encourage them to take the

lead: let them place cards and write on the cards• Ask questions to get the local experts to think courageously, broadly• Control the level of detail (measure: requirements of project)• Make sure to include every employee in the modeling• Ask questions that help employees make sure to consider all important aspects (e.g. project vision)


Picture Card Design MethodThe Role of the Facilitator

Group Exercise (max. 30 minutes):

Redesign of the Hiring Process for Process Engineers

The Actors:• 2 Process Engineers: The Facilitators• 4 Project Experts (VCR, ?): The Local Experts• Many interested Process Engineers: The Observers

The Artifacts:• Rudimentary activity model of process to-be: To be prepared by the facilitators• Large PCDMs for joint experience: As available


Assignment for Session #5Perform a process redesign session applying the PCDM (60 minutes). Practice your project role as a facilitator. Document your experiences and the PCDM model on flip charts. Prepare for presentation and discussion.


Participatory Picture Card Method Model of the Redesigned Process


Outline for Training Session # 5Friday, 7.00 – 8.30

• Presentation and discussion of your experiences with method application (field study/PCDM)• Introduction to additional methods• Final Question & Answer Session

Documents

Markus Gappmaier Marriott School of Management (SOAIS) Process Innovation@BYU Process Innovation@BYU Reengineering Student Services Project Training BPM