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The Insiders’ Guide toBPM7 Steps to Process MasteryBy Terry Schurter Step 3 – Improve PersonalProductivity
The Insiders’ Guide to BPM: Step 3 Improve Personal ProductivityTo improve personal productivity, we must first understand whatthe productivity challenges are in the current process design.Those productivity challenges are tasks in the process that forone reason or another, force Participants to:• work harder than necessary• engage in unnecessary interactions• perform work outside of the process design• juggle multiple competing tasks• have specialized knowledge to complete a task that is not aspecialized taskImproving Personal Productivity2The Insiders’ Guide to BPM by Terry Schurter - www.tschurter.com
The Insiders’ Guide to BPM: Step 3 Improve Personal ProductivityThe Task Analysis provides some perspective on the challengesfaced by process Participants. From it we can see:1) The Tasks each person is expected to perform2) How many different objects they must interact with3) What kind of actions we are expecting them to performFrom this perspective, we can get a sense for some of thechallenges Participants face in achieving new levels ofpersonal productivity.However, more is needed. In this step we seek to identify thosechallenges that are not obvious just from the Task Analysis.One Perspective – the Task Analysis3The Insiders’ Guide to BPM by Terry Schurter - www.tschurter.com
The Insiders’ Guide to BPM: Step 3 Improve Personal ProductivityChallenges to Personal Productivity - Examples4The Insiders’ Guide to BPM by Terry Schurter - www.tschurter.comdocument legibility Difficulty in accurately reading information on one or more documentsexception-handling Extra work based on exceptions to the "normal," or planned workduplicate data entry Entering the same data more than once (including across Tasks)searching (detective work) Spending time finding ANYTHING needed to complete a Task (physical or digital)complex forms/documents Dealing with complex forms or documents that are non-intuitivecomplex business rules Business rules that are difficult to understand or apply to real world scenariosmissing document A required document that is missinginaccurate data Data, physical or electronic, that is needed but is not accurateincomplete data Data, physical or electronic, that is needed but is not availableswivel-chair movement Movement of a Participant between objects (systems, documents, et. al.)complex user interface A system interface that is difficult to successfully navigate to a desired conclusiontechnical system issues System or equipment issues that result in work outage or additional workpulled away for other work Competing priorities that shift focus in a random or unplanned mannerfrequent changes Changes to systems, rules, procedures or work instructions that occur frequently
The Insiders’ Guide to BPM: Step 3 Improve Personal ProductivityWhether you use the examples provided on the previous slide,others you define yourself, or any combination thereof theimportant thing is that Challenges are identified…And they must be assessed for each Task.Identifying Challenges to Personal Productivity5The Insiders’ Guide to BPM by Terry Schurter - www.tschurter.comThere’s something magically about the number 3. Where one ortwo is not enough, three is just right. Where four or more istoo much, three is just right.Therefore, in Step 3 we look to identify a maximum of 3challenges to each Task in the Task Analysis.The Rule of 3
The Insiders’ Guide to BPM: Step 3 Improve Personal ProductivityThis is not complicated, but it is easy perform incorrectly. We arenot looking to find 3 challenges for each Task, we are lookingfor up to a maximum of 3 very real challenges that stand outto process Participants. Therefore:1) Some (perhaps many) Tasks will have no challenges2) Few (perhaps no) Tasks will have 3 Challenges3) If we don’t know what the real challenges are – do not makethem up or speculate!So how do we know what productivity challenges really exist in aprocess?Caution – Know How To Do This Properly6The Insiders’ Guide to BPM by Terry Schurter - www.tschurter.com
The Insiders’ Guide to BPM: Step 3 Improve Personal Productivity1. Think about what you know, you may already have much of theinformation that you need.2. Observe Participants performing their Tasks. Observation willoften bring obvious challenges to the forefront.3. Ask the Participants about their challenges. Be a goodinterviewer and lead them to uncover their biggest pain-points.4. Research process to uncover patterns behind rework,inconsistencies, or quality issues – all clear signs of challenges.Regardless of how you identify productivity challenges, the nextstep is to build those into our process picture.Know, Observe, Ask, Research7The Insiders’ Guide to BPM by Terry Schurter - www.tschurter.com
The Insiders’ Guide to BPM: Step 3 Improve Personal ProductivityFrom Step 2 - The Agile Style Task Analysis…8The Insiders’ Guide to BPM by Terry Schurter - www.tschurter.comParticipantAction(the task being performed)Primary Object(the object of the Action)Work ObjectType1 As an Underwriter I review the application DocumentChallenge 1 Challenge 2 Challenge 3legibility Inaccuracy…we add Challenges (Step 3)
The Insiders’ Guide to BPM: Step 3 Improve Personal ProductivityFrom Step 2 - Assessing Process Improvement9The Insiders’ Guide to BPM by Terry Schurter - www.tschurter.com#Tasks# Hands-off(each time workchanges hands)# Participants# Objects(unique)# ChallengesB12nBaseline – Total for each category before improvement# Tasks – Total number of Tasks Eliminated# Hand-offs – Total number of Hand-offs Eliminated# Participants – Total number of Participant (roles) Eliminated# Objects – Total number of different objects Eliminated# Challenges – Total number of challenges Eliminated (defined in Step 3)BaselineImprovement 1Improvement 2Improvement nChallenges fromStep 3 go here inthe Step 2Assessment
The Insiders’ Guide to BPM: Step 3 Improve Personal ProductivityFrom Step 2 - Calculating Net Gain10The Insiders’ Guide to BPM by Terry Schurter - www.tschurter.comTasksHands-off(each time workchanges hands)ParticipantsObjects(unique)ChallengesB 100% 100% 100% 100% 100%12nTasks – Percent Improvement (Tasks Eliminated/Baseline Tasks)*100Hand-offs – Percent Improvement (Hand-offs Eliminated/Baseline Hand-offs)*100Participants – Percent Improvement (Participants Eliminated/Baseline Participants)*100Objects – Percent Improvement (Objects Eliminated/Baseline Objects)*100Challenges – Percent Improvement (Challenges Eliminated/Baseline Challenges)*100BaselineImprovement 1Improvement 2Improvement nStep 3 Challenges go here
The Insiders’ Guide to BPM: Step 3 Improve Personal ProductivityIn Step 3 we have:1) Identified any real personal productivity challenges by Task2) Included Challenges in our Process Assessment3) Calculated the Net Gain4) Resulting in a clear understanding of how well we haveaddressed productivity challenges in our improvementsNote – as before, the improvement approach outlined in TheInsiders’ Guide will eliminate Tasks, Participants, Interactions,object and Challenges. Step 3 adds Challenges into the practice.*If we feel we have not met the challenges of personality productivity, what do wedo? This can be an important motivator to go back to improvements andinnovate on new ways that additional challenges can be eliminated.Improving Personal Productivity - Summary11The Insiders’ Guide to BPM by Terry Schurter - www.tschurter.com
The Insiders’ Guide to BPM: Step 3 Improve Personal Productivity12The Insiders’ Guide to BPM by Terry Schurter - www.tschurter.comhttp://www.amazon.com/Insiders-Guide-BPM-Process-Mastery/dp/0929652096Would you like to learn more about Mastering BPM?http://acuitystudio.com/human-centric-process-analysis-and-improvement/