Operational Excellence Models, Strategies, Principles & Tools

Operational Excellence Models, Strategies, Principles & Tools
1 By Former Deloitte Consultants Operational Excellence Toolkit In Powerpoint & Excel
Business Process Management Essentials By Ex-Deloitte & McKinsey Consultants
33 Aurelien Domont Slidebooks Consulting Managing Director “ Increase your knowledge using our simple and comprehensive Business Process Management Training created by ex-Deloitte & McKinsey Consultants ” “ Show professionalism with well-designed Powerpoint and Excel Premium documents ” Purpose of this document “ Save weeks of work by re-using our editable Powerpoint and Excel templates ”
44 Business Process Management (BPM) Essentials - Agenda 1. Introduction of Business Process Management (BPM) 2. BPM Principles 3. Process Modelling 4. Process Analysis 5. Process Design 6. Case Study 7. Top 5 questions commonly asked during our training sessions 8. Top 5 useful BPM quotes
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77 Business Process Management (BPM) definition
88 What BPM is and what BPM is not What BPM is not • BPM is not a packaged application; customization is required to support an organization’s unique business process requirements and needs • BPM is not a complete solution; additional components are required to integrate applications and human interactions into the business process (e.g. scanning, document management, reporting etc.) • BPM is not just process automation; decision points must be defined and incorporated into the process flow to provide control over execution of processes across users and systems What BPM is • BPM supports the lifecycle of business processes (design, deployment, execution, measurement, optimization) • BPM supports the orchestration of steps within the business process and ensures proper interactions between humans and applications • BPM develops business processes that can be reused in different context
99 What are the main macro processes in a company?  Order-to-Cash  Procure-to-Pay  Application-to-Approval  Claim-to-Settlement  Issue-to-Resolution
1010 Example of a simple process Warranty? Parts StoreService Dispatch Technician Call Centre Customer Customer
1212 What are the benefits of applying BPM? • Improve customer service and retention • Reduce staff and office overhead numbers • Process business critical activities faster • Reduce the number of errors and exceptions • Reduce overall IT costs • Reduce duplications • Increase visibility into operational efficiencies and bottlenecks • Reduce business risks $
1414 BPM top 3 Principles 1. Be outcomes focused vs. tasks focus 2. Business Process Management requires collaboration 3. BPM enables to focus on effectiveness and efficiency BPM Principles
1515 1. Be outcomes focused vs. tasks focus Start (input) Outcomes (output) Activities
1616 1. Be outcomes focused vs. tasks focus Start (input) Outcomes (output) Activities Primary focus
1818 2. Business Process Management requires collaboration For the realisation of a product or service several departments are involved Siloed organization Collaborative organization Silos sub-optimize processes and overall business performance Be aware of the fact that everyone is a part of a larger entity
1919 3. BPM enables to focus on effectiveness and efficiency BPM helps increase Organizational Performance by improving Effectiveness and Efficiency Higher Efficiency Higher Effectiveness Higher Organizational PerformanceX = Focus on doing things right (the “How”) Focus on doing the right thing (the “What”)
2121 There are 3 key types of processes Input (raw materials) Primary processes Output (Product or services) Control processes Secondary processes (e.g. Finance) Secondary processes (e.g. HR) Goals Key performance Indicators
2222 What is a process model? “ A process model specifies the behavior of a process and has a graphical representation of the possible sequence of activities. ”
2424 Example of a Process model using the standard modelling convention “BPMN” (Business Process Modeling Notation)
2525 What are the objectives of creating a process model? • To describe the current way of working (As-Is situation) • To re-design processes (To-Be situation) • To serve as a ‘blueprint’ for implementation of a standardized way of working • To measure the performance of a process • To determine roles & responsibilities • To define risks and controls Process Models objectives
2626 How to build a process model? • Each process consists of: - a start and an end - one or more tasks Task Start End Task
2727 How to build a process model? • Each process consists of: - a start and an end - one or more tasks - sequence flows defining the routing through the tasks Task Start End Task
2828 What is a task? A task is a unit of work. A task can be executed in one go by the same resource (e.g. a person), at the same place, at the same time, without interruptions. A task is well-defined: input, transformation and output Task Start End Task The name of a task usually includes a verb + noun (e.g. Register application)
3030 What is a trigger? Task End Task Email • Sometimes a task can not be directly executed after the previous task, but has to wait for some ‘trigger’ to happen instead • According to BPMN, triggers are modeled as events (represented as circles), in which the internal marking specifies the type (e.g. message, timer, etc.) • An example of a BPMN model with triggers is given below Task Every day at 12am
3131 •Process mapping uses various symbols such as: = = = A task A decision gateway A system Other examples of symbols commonly used
3232 •Process mapping uses various symbols such as: = = = =A task A decision gateway A system A document = The flow direction = = Process start Process end Other examples of symbols commonly used
3333 Task Task Business Unit A Business Unit B Business Unit C Closed questionTask Yes Task No Process Map Title Note: For complex processes, other IT tools should be used instead of Powerpoint. IndustryPrint is the most commonly used Task Start End Example of process involving a decision and 3 Business Units
3434 Example of a parallel routing process Task A Task B Start + And-split Task D Task C + And-join Task E End Parallel routing process

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Operational Excellence Models, Strategies, Principles & Tools