Step 1: Understand Process Frameworks
In this first step, enterprises learn about the available process frameworks and assess which, if any, are appropriate for them. Key to this step is to understand the similarities and, in some cases, minor differences between the frameworks.
Info-Tech Tip: Wholesale adoption of a formal process framework is typically the domain of mid-sized to large enterprises. However, smaller organizations can benefit by extracting and applying specific elements of a larger framework in select areas. A benefit of many process frameworks is that you can adopt them in part. In fact, a gradual staged rollout is recommended in almost every instance.
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1.1 Select a Process Framework
The assessment task starts with learning what the different process frameworks have to offer. Once this information is in place, only then can you determine if adopting a process framework is the right decision for your enterprise.
- This step contains just one advanced tool to complete all of these steps: the "Process Framework Selection Guide." This guide is ideal for mid-sized to large enterprises or those who exist in a process-intensive industry.
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Step 2: Capture Processes
While every enterprise has processes, not all of them are completely known or understood. Actively capturing these processes for the purposes of standardization and documentation marks the first tangible effort in the practice of process management.
Info-Tech Tip: Attempting to identify all processes at once is nearly impossible. Start by either identifying all of the processes in one narrowly focused area first, or by extracting only the most important or high-profile processes across all areas.
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2.1 Capture Existing Processes
Processes "in the wild" take on many forms. Some are trapped in the heads of the select individuals who carry them out, while others have been conveniently organized in written form. Regardless, they must all be hunted down, identified, and documented.
- Complete the "Process Inventory Tool" in order to list all known processes and describe their characteristics at a high level. Also use the "Process Interview Template" to extract critical information from process owners and users about how the process is practiced in the real world and what that should entail.
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2.2 Identify Required Processes
Despite a seeming abundance of processes, gaps may still exist. These can take the form a collection of unique and variable approaches to the same task, or a complete absence of activity in an important coverage area.
- Use the "Process Gap Assessment Tool" to assess what key areas are missing processes, are plagued with inefficiencies, or are otherwise underserved. This tool is pre-populated with a complete range of generic process categories to aid in your assessment. Completing this tool will help you create a shortlist of processes that need to be developed or amended as part of a future project effort.
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Step 3: Define Processes
Once processes have been captured, they need to be described and mapped in detail, as well as scrutinized for flaws or inefficiencies.
Info-Tech Tip: If possible, enlist the expertise of someone in the enterprise who has deep experience in mapping processes. Process mapping isn’t as easy as it looks – complex processes can be very confusing and the mapping exercise requires a fine attention to detail that may prove frustrating. Don’t stress yourself unnecessarily if you can find someone who can finish the task faster and better.
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2.1 Map Processes
Most processes are best depicted in graphical form as a workflow diagram or enhanced flowchart. Software programs such as Microsoft Visio are the most common tools used to complete this effort. However, having the software and being able to apply best practices while using diagramming tools are two different things.
- First, use the "Process Profile Template" [j1] to document, in text form, the key characteristics of the process to be mapped.
- Next, read the "Guide to Process Mapping." This comprehensive guide describes best practices in process mapping, alternative approaches to mapping both simple and complex processes, and a standard symbol key.
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Step 4: Manage Process Portfolio
When taken together, processes are not a collection of distinct linear progressions. More commonly, they are an interconnected web of activities. Changing one process can have a ripple effect throughout the entire process portfolio, so managing that portfolio holistically is the best approach to avoid errors, gaps and confusion.
Info-Tech Tip: Small organizations should not consider Business Process Management (BPM) software due to cost and management considerations. However, most small organizations can effectively track the processes in their portfolio using the "Process Inventory Tool" included in this program.
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2.2 Identify Required Processes
Large collections of processes can be too complex and cumbersome to manage manually. Know the point of "critical mass" at which turning to automated process management solutions is the smartest and most cost-effective way to manage the process portfolio.
- Use the "Business Process Management Software Readiness Assessment" to understand what should be in place prior to Business Process Management (BPM) software adoption and whether your enterprise has enough characteristics in place to advance the success of a BPM software implementation.
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Process Framework Selection Guide
Process Inventory Tool
