Think Outside The Box: Using the Human Interaction Process Model

Think Outside the Box*:Using The Human Interaction

Process Model

* “Damn the flowcharts, full business speed ahead.”

Admiral David Farragut

© 2009 Workflow Dynamics, Inc. Page 2

Using the Human Interaction Process Model

Introduction History of the human interaction model Key components of the HIM Workflow definition Value of workflow mapping HIM in action


Why Use a Human Interaction Process Model?

85% of the cost of doing business is related to people

85% of all business processes involve people People communicate, research, think, collaborate,

negotiate and finally commit to next steps in a process

Process attention is shifting towards office/service

“Processes don’t do work, people do.”

John Seely Brown


Where it all Began…

Fernando Flores was Chile's minister of finance -- and, later, a political prisoner. Now he teaches companies how to use assessments and commitments to transform the way they do business. The outcome: executives who speak and act with intention.

Source: Fast Company

For more of Fernando’s thinking: http://tinyurl.com/qerzht


Conversations for Action

CQMs Language Processing Method uses the Atom of Work or coordination model in which:

There are always two roles – the customer and the provider

There are four stages – prepare, agree, perform, accept

Emphasis is on collaboration and coordination of work


New View

Looking at processes with this model allows for: An Outside/In approach vs. Inside/Out

manufacturing view A focus on the customer whether internal or

external The ability to see work from many levels

100,000 feet on down – like taking the roof off of a building

The Human Interaction Modelfocuses on the interactions between a customer and a performer

Promise Statement

Customer

Prepare Agree

PerformAccept

Performer

Promise Statementneeds to articulate the conditions of satisfaction, which often include requirements and deliverables – aka the request or offer

Customer

Prepare Agree

PerformAccept

PerformerPromise

Statement

Customermeans the person who makes the request or receives an offer…nothing more

Promise StatementCustomer

Prepare Agree

PerformAccept

Performer

Performeris the person who makes an offer or to whom a request is made

Promise Statement

Customer

Prepare Agree

PerformAccept

Performer

Prepareleads to making a request or offer

Promise Statement

Customer

PrepareAgree

PerformAccept

Performer

Agreereaching agreement about the request or offer (or failure to do so)

Promise Statement

Customer

Prepare Agree

PerformAccept

Performer

Performperforming the work requested or offered and determining that the work is complete

Promise Statement

Customer

Prepare Agree

PerformAccept

Performer

Acceptincludes an assessment of the work and a declaration of satisfaction or dissatisfaction

Promise Statement

Customer

Prepare Agree

PerformAccept

Performer

“A business process is a network of requests and promises linked across the company as performers become customers in requesting commitments and actions from other performers.”

Ray Stata, Chairman, Analog Devices


The Value of Workflow Mapping

Illustrates: The flow of or movement of work and

information from process to process and function to function

How work is accomplished by departments or functions

A group of related interactions that together create customer value


Why Use Workflow Maps?

This is where the major changes take place – quicker ROI!

So you don’t ‘pave the cow path’ Determines the change to individual work process Takes less time than looking at individual work

processes or tasks Typically see 80 percent or more of the defects

that add time and cost and decrease quality and customer satisfaction

Ensures process supports strategy and objectives

Using HIM for Workflow Mappingeach interaction is visually represented by a loop and connected by links drawn between the loops

Satisfy customers with products and

services

Customers President

Offer products and services to the market

President Marketing

Contract for delivery of

products and services

President Sales

Manufacture and deliver


President Operations

Receive payment for products and

services

President Finance

Workflow Mapping Basics


services

Customers President


President Marketing



President Sales





services

President Finance

New Business Development Customer Acquisition

Service DeliveryReimbursement


Types of Interactions

Promise – Contains the Promise Statement, which aligns with the Organization’s mission

Primary Process– Contains the request or offer you are promising to fulfill

Sub-Process – Contains the request or offer you are promising to fulfill to enable primary process

Parallel – Happen concurrently Serial – One follows another Decisions – If/Then or Yes/No or States


services

Customers President


President Marketing



President Sales





services

President Finance

Promise

Promise Statement

“Maintain this facility 24/7, no matter what.”

“For the sake of our residents’ care and comfort, maintain their homes 24 hours a day, 7 days per week.”

vs.


services

Customers President


President Marketing



President Sales





services

President Finance

Primary Process

Primary Process



President Sales

Present product or

service options

Customer Sales

Provide requirement

s

Sales Customer

Review contractSales Reviewer 1

Sub-Process

Primary

Review contractSales Reviewer 2

Submit order

Finance Sales

Renegotiate contractSales Customer

Prepare contract for product or

service

Customer Sales

Approved?Parallel

Serial

Yes

No

Decision

Customer Acquisition

End to End Workflow Examples

Order Fulfillment or Order to Cash – not Order Entry

New Business Development – not Marketing

Recruiting to Hiring – not H.R.

Customer Acquisition – not Sales

Order to Cash “Workflow”-How Many Processes?

Customer Service

Accounting Production Warehousing Logistics

Shipping

$

Customer

Workflow/Systems Impact

OrderSupplie

s

Purchasing

Maintain

Facility

Facilities

HirePeople

Human Resources


Workflow Map Documentationincludes…

Conditions of Satisfaction or Agreements Roles, Accountabilities and Process

Owners Business Rules Competencies of Performers KPIs – Key Performance Indicators –

workflow and individual Documents, Forms, Software Functions


What is Human Interaction Management?

A set of principles for structuring, supporting and managing human work practices

Supports “human driven” processes focused on human creativity and collaboration

Focused on the integration of organizational management with human work practices in order to implement strategy

Recognizes that people work via interactions that lead to commitments and turn into actions


Steps to Human Interaction Management

Map and assess existing workflow, and tie to business goals and strategy

Redesign the workflow to reflect organization’s goals

Define roles, accountabilities and process owners Leverage the skills and competencies of your

people by matching them to the right role Plan, pilot and roll out Measure results Continuous improvement

© 2009 Workflow Dynamics, Inc. Page 32Source: Peter Fingar, The Greatest Innovation Since BPM, March 2007

Contracted Processes

Coordinated Processes

Controlled Processes

Workflow Management

Business Process Management

Human Interaction Management

Evolution of Process Management

Source: Peter Fingar, The Greatest Innovation Since BPM, March 2007

Human Interaction Model in Action

Let’s practice!

StudentActivities

StudentObtain a Student

Identification Card

StudentActivities 1

Student

Present a photo ID toconfirm identify and

complete form to acquireID

Cashier StudentConfirm your current

status as a student andpay $1.00 fee

StudentStudent

Activities 2

Prepare ID Card:-Photograph

- Type information-Print ID Card

Student ID Card Acquisition

Only one personavailable to take picturesand only during normal

business hours

Student Library

Review student IDprocess and need as a

part of LibraryOrientation

Registrar StudentRegister for classes

online

Cannot get online ifthey do not have

ID#

Existing

Students RegistrarIssue multi-

purpose card when I register

for classes

Student ID Solution

Try it!

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Questions?