Understanding Process and Process Redesign

Understanding Process and Process Redesign

1. Importance of Processes

   • They add value
   • They go across the whole organization

2. A process is a group of tasks, related, that create customer value

   • Every organization has processes, the problem is their poor performance
     • They are disconnected, unmeasured, abandoned

3. Types of Processes

   • Core
     • Customers pay for this
       • What customers value
   • Enabling
     • Need to be done
       • Customers don't care, don't pay
   • Governing
     • Hold the company together
       • Customers don't care about
   • Each type of process can be one of the 3 TYPES OF WORK
     • Value-Added
       • We want to do what our customers really VALUE
     • Non-Value-Added
       • Needed to support VA work
       • Should be more efficient
     • Waste
       • We should eliminate them
     • Eliminate WASTE & Minimize NVA work = Maximize CORE pieces of work

4. PROCESS REDESIGN

   • The traditional approaches to improve performance won't work because we end up with THE SAME OLD PROCESS
   • Improve processes + Improve Company = BETTER RESULTS
   • Map the process & get DATA
   • Bottoms-Up
     • Quality Improvement
   • Process Redesign
     • Redefine how everything works, who is in power
       • One process at a time
   • Business Process Reengineering
     • Change, redefine all processes at the same time

5. Enterprise Process Model

   • Shows every process of the company, their type and work

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