Salesforce Admin Webinar: Processes Drive Solutions

Processes Drive Solutions January 25, 2017

Today’s Speakers

Ben Bolopue Salesforce Administrator Quanex @sfdcgeek

Gillian Bruce Admin Evangelist Salesforce @GillianKBruce

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Today’s Agenda

•  Introduction

•  Processes, Requirements and Solutions

•  Efficiency Enhancement Methods

•  Empowering YOU to Improve

•  Resources

•  Q&A

Introduction

Requirements Drive Processes. Processes Drive Solutions

Process

Requirements

Components

Functional Processes vs.

Solutions

Continuous Improvement

Lean/Waste

Technology Comes Last

Start with…

And then…

The next thing…

Which is followed by…

LAST is technology!

Why Technology Comes Last

Stakeholders? Pre-Metrics? Objectives? Requirements?

Processes, Requirements & Solutions

What is a Process?

•  Visit grocery store •  Purchase ingredients •  Return home

Step 1 (Gather)

•  Turn on stove •  Put food into pan

Step 2 (Cook)

•  Turn off heat •  Put food onto plate •  Get utensils

Step 3 (Place Setting)

•  Put food into mouth •  Chew •  Swallow

Step 4 (Consume)

 Example: making a meal

What is a Process?

Start Cause & Effect End

What is a Requirement?

Requirements are the unambiguous,

concise, verifiable and necessary

results of a process

What is a Solution?

Solutions are refined, focused and

often specialized means of solving a

problem or fulfilling requirements.

Processes vs Solutions

Processes are literally

any series of actions or

steps taken in order to

achieve a particular end.

Processes Solutions

Specialized

Focused

Refined

Particular End: Requirements?

Any Series of Actions

Solutions are refined,

focused and often

specialized means of

solving a problem or

fulfilling requirements.

Efficiency Enhancement Methods

What is Continuous Improvement (CI)?

A general practice of people

leveraging various tools to better the

efficiency of processes.

Lean Six Sigma

What is Continuous Improvement (CI)?

Lean

• Known Problems • Methodical focus on

elimination of waste & creation of standardized processes

•  Simple •  Visual

Six Sigma

• Unknown Problems •  Statistical reduction

of variation •  Standardize

processes •  Analyze data to

determine unknown root causes

What is Waste?

Rework

Motion/Conveyance

Overproduction Processing

Underutilization of Human Resources

Waiting

Waste is anything that

doesn’t add value or aid in

the meeting of stated

requirements.

Rework

Motion/Conveyance



Waiting

What is Waste? Re-doing things

Rework

Motion/Conveyance



Waiting

What is Waste?

Unnecessary

movement of people

or things (data)

Rework

Motion/Conveyance



Waiting

What is Waste?

Going too far

above & beyond

Rework

Motion/Conveyance



Waiting

What is Waste?

Doing things

unnecessarily

Rework

Motion/Conveyance



Waiting

What is Waste?

Wasted talent

Rework

Motion/Conveyance



Waiting

What is Waste?

Any time spent waiting

for the previous step in

a process to be

completed.

Empowering YOU to Improve

Process Example: Request for Quote

•  Long-time employee, but new admin

•  Work with Sales & Customer Service teams to get quote process into SFDC

•  No real direction/authority

•  Completely responsible for success of project

•  SABWA •  Salesforce Administration By Walking Around

•  Thank you Mr. Gerholdt!


• Phone or Email to Customer Support requesting quote

Sales

• Documents details in Excel

• Emails to supervisor monthly

Customer Service

•  Looks up price in binder

• Fills in paper form

Customer Service

• Scans paper form

• Emails form back to Salesperson

Customer Service • Attaches form to

Email

• Sends Email to customer

Sales


Sales

Sales requests a quote via

Phone or Email


Supervisor Workbook 1

Workbook 2

Workbook 3

Workbook 4

Workbook 5

Customer Service

Customer Service documents details of

the request in Excel workbook

Each team member emails local copy

of workbook to supervisor

Process Example: Request for Quote Customer

Service

Reference single binder

Fill out paper form

Customer Service reference single pricing binder

Fill out paper form


Scan It

Email It

Customer Service

Customer Service scans form

Emails back to salesperson


Review It

Email It

Sales

Sales reviews the quote

Attaches it to another email

Sends it back to the customer



Sales



Customer Service

•  Looks up price in binder


Customer Service




Email


Sales


Rework Motion/

Conveyance

Overproduction

Processing

Underutilization

Of H.R.

Waiting

Cheryl (CSR)

“Sometimes Sales calls while we’re at lunch. Have you ever tried filling out a quote form while listening to a voicemail? It seems to me that they forget to include half the required details about half of the time. That means I have to call them back, or email them with questions and wait for a response before I can finish their quotes!”


Sales



Customer Service

• Looks up price in binder


Customer Service




Email


Sales


Rework Motion/

Conveyance

Overproduction

Processing

Underutilization

Of H.R.

Waiting

Brian (CSR)

“What we do is simple… We get a request. We go to Cheryl to get a blank form, we go to the bookcase to get the price book, we try to figure out what the salesperson actually needs, we complete and send out a quote form, and, lastly we wait for the complaints of inaccuracy to come in so we can re-do the entire process with the right information. I could save us all a lot of time if they’d just let me put all this stuff into Access…”


Sales



Customer Service



Customer Service




Email


Sales


Rework Motion/

Conveyance

Overproduction

Processing

Underutilization

Of H.R.

Waiting

Rosa (Sales)

“Things work fine… So long as you don’t mind waiting a week to find out that Customer Service didn’t get something right and you’ll need to either wait another week for them to correct it, or get their supervisor to expedite your request. I get around this by keeping a stack of blank quote forms handy. If ever I need a quote, I just fill out as much as I can and send it over to Customer Service to fill the rest out. I’m only a 20 minute drive away, so I’ll often deliver a hard copy too, just in case.”


Sales



Customer Service



Customer Service




Email


Sales

Requirements Drive Processes. Processes Drive Solutions  Technology comes last!

Process

Requirements

Components

Functional Processes vs.

Solutions

Continuous Improvement

Lean/Waste

Resources

Resources

Trailhead Process Automation Module

Free Process Mapping Solution

Dreamforce Session Requirements Drive Processes. Processes Drive Solutions.

Salesforce Admins Podcast Benjamin Bolopue with Process First

The Gif Squad #GIFSQUADFORGOOD

The SFDC Geek A work in process(es)

Q&A bit.ly/AdminWebinarGroup

Survey bit.ly/awsurvey-processes

Slides bit.ly/aw-processes

Wrapping Up

Software

Salesforce Admin Webinar: Processes Drive Solutions