A concrete and practical approach for BPM
- Identify case types
- Identify functions
- Create case/function matrix
- Identify processes
Identify case types
How do we differentiate our clients?
Identify functions
What do we do for the different case types?
Create case/function matrix
X
Common classification of case types by
- Customer type
- Product type
- Service type
- Channel
Identify processes
- Different flow-objects
- Change in flow-object multiplicity
- Change in transactional state
- Logical separation in time
- Logical separation in space
- Logical separation in …
- Using a reference model
- Significant difference in functions per case type
Identify processes: Change in transactional state
- Contacting
- Negotiating
- Executing
- Finalizing
Identify processes: Logical separation in time
Happens once per day, month, intake request, complaint
Identify processes: Logical separation in space/…
Only if cases are treated differently
How to evaluate which process to redesign first?
- Importance
- Dysfunction
- Feasability
The importance criteria to redesign a process has to do with the
Centrality to business strategy
The dysfunction criteria to redesign a process has to do with the
Maturity level
The feasibility criteria to redesign a process
- Qualify Culture and Politics
2. Define manageable scope
Centrality to business strategy
- Operational excellence
- Customer intimacy
- Product Leadership
Maturity Level
- Ad-hoc
- Managed
- Defined
- Measured and Controlled
- Optimizing
Culture and Politics
- Leadership
- Culture
- Governance
- Expertise
Culture and politics: Leadership
Some manager must take ownership of the change
Culture and politics: Culture
- Customer first
- Teamwork
- Personal responsibility
Culture and politics: Governance
- Structure to implement and maintain the re-engineered process
Culture and politics: Expertise
People with knowledge about processes (modeling, design, re-engineering)
