imre hegedus - presentation
TRANSCRIPT
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 1/22
© Imre Hegedus Consulting – All Rights Reserved
DRIVING SUCCESSFUL BUSINESS TRANSFORMATION AND IMPROVEMENT INITIATIVES
Managing Business Processes and Change
1
Improving Performance | BPM Forum 2011 - MELBOURNE
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 2/22
© Imre Hegedus Consulting – All Rights Reserved
2
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 3/22
© Imre Hegedus Consulting – All Rights Reserved
BPM Perspectives: from Philosophy to Culture3
Improving Performance | BPM Forum 2011 - MELBOURNE
Technologies and Structures
Philosophy Discipline Practice Culture
BPMPerspectives
World View
“this is how we see things”
Collective Wisdom
“this is how we do things”
MethodologiesStructures
FrameworksSystems
TheoriesConcepts
ValuesBehaviours
Source: BPM – Insights and Practices for Sustained Transformation
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 4/22
© Imre Hegedus Consulting – All Rights Reserved
Process focus enabled by a Philosophy and Culture4
Improving Performance | BPM Forum 2011 - MELBOURNE
”Brilliant process management is our strategy. We get brilliant results from average people managing brilliant processes. We observe that our competitors often get
average (or worse) results from brilliant people managing broken processes ”
Mr. Cho Vice Chairman of Toyota
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 5/22
© Imre Hegedus Consulting – All Rights Reserved
Emerging Themes in BPM5
Improving Performance | BPM Forum 2011 - MELBOURNE
The Enterprise as a Dynamic System
Enterprise (Business) Architecture
Executive Engagement Continuous Improvement
BPM and BPI
Business Excellence
Governance
Technology - Discipline - Culture
The Cloud – Methods - Collaboration
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 6/22
CONSULTING
Improving Performance
Managing the Enterprise as a DynamicSystem
Imre Hegedus
Ark Group BPM Connected Forum | MELBOURNE 2011
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 7/22 © Imre Hegedus Consulting – All Rights Reserved
“Traditional” BPM focuses on relatively narrow
perspectives of enterprise system elements
BPM Maturity
the maturity of an enterprise to manage and improve it’s business processes
BPM Suites
the technologies enabling the BPM lifecycle
Process Governance
structures and roles to ensure the ongoing and integrated management of enterpriseprocesses
Process Improvement
methods to improve specific business processes through rational and deficit-base analyses
People, Change, and Culture are referred to in passing
Learning is rarely ever mentioned!
7
Improving Performance | BPM Forum 2011 - MELBOURNE
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 8/22
© Imre Hegedus Consulting – All Rights Reserved
Sustainable Performance Improvement requires afocus on broader enterprise system elements
Integrating BPM and BPI
Selecting and sustaining improvement initiatives through BPM and Systems Thinking
Enterprise Lifecycles
Enterprise lifecycle stages inform the approach for managing processes and change
Engaged People
relationship-based positive inquiry to complement the rational deficit-based analysis
Cultural Awareness
appreciation for the culture being changed and that which being being strived for
Learning to improve performance
a system of learning as a means and a by-product of performance improvement
Effective Visual Communication
Using diagrams and graphics to effectively communicate messages succinctly
8
Improving Performance | BPM Forum 2011 - MELBOURNE
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 9/22
© Imre Hegedus Consulting – All Rights Reserved
The Enterprise as a Dynamic System
9
©ervedBusiness Agility | Process-Driven Transformation
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 10/22
© Imre Hegedus Consulting – All Rights Reserved
Enterprise Perspectives:Functional and Process Models
10
Improving Performance | BPM Forum 2011 - MELBOURNE
Functional Model Process Model
Australia Post
Manage Finance
Manage People
Manage Information Communications Technology
Manage Assets and Services
Customer Activation Fulfill Service
Plan
Market
Directing
Core
Enabling
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 11/22
© Imre Hegedus Consulting – All Rights Reserved
Enterprise Perspectives:Systems Models
11
Improving Performance | BPM Forum 2011 - MELBOURNE
Directing Processes
S u p p l i e r s
I n p u t s
O u t p u t s
C u s t o m e r s
Core Processes
MonitoringProcesses
PlanningProcesses
Change& ControlProcesses
Enabling Processes
Environment
ResourcingProcesses
Culture
Results
Suppliers Customers
Enterprise
System
Strategy
Structures
Process Technology
People
Values
Suppliers Customers
Supplier Partnership
Customer Relationship
Value Realisation Value Realisation
Process-centric Systems Model Dynamic Systems Model
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 12/22
© Imre Hegedus Consulting – All Rights Reserved
Enterprise Perspectives:In Practice
12
Improving Performance | BPM Forum 2011 - MELBOURNE
Source: http://www.ethics.org.au/content/ethics-centre-organisational-chart
This touches the Ethics Centre's conception of its role,which includes fostering and supporting practicalchange while not losing touch with the deeper springs ofhuman consciousness and identity.
The alchemist's approach reflects the Ethics Centre'sunderstanding that there is a universal ethical senseand, properly understood, there is a shared set ofvalues which informs most people most of the time.At the same time, the focus on process is important.Only an appropriate process offers the possibilitythat a transformation in thinking and understandingmight occur.
Each sign relates to a process, and together theseencapsulate St James Ethics Centre's corecharacteristics:
• An appreciation of the past combined with anorientation to the future
• Practical assistance based on sound theoreticalprinciples
• An approach which is gentle in nature
• An approach which is non-judgemental
The strength of a good symbol is that many meaningslie hidden for future discovery…
Organisation Chart Logo – and meaning…
Source: http://www.ethics.org.au/content/st-james-ethics-centres-logo
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 13/22
© Imre Hegedus Consulting – All Rights Reserved
Improving Performance
13
Improving Performance | BPM Forum 2011 - MELBOURNE
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 14/22
© Imre Hegedus Consulting – All Rights Reserved
Improving Performance:Managing the Enterprise as a Dynamic System
This report brings together a unique set of disciplines, concepts, and case study experiences in one reference.
The authors are all:
1. seasoned professionals ensuring real-world relevance and insight
2. thought leaders in their chosen field ensuring a strong research-base to the content
3. consultants who apply and refine their knowledge and experience across all industry sectors ensuringrelevance to a broad audience
Contributing Authors
Robert Lamb: Sustained Improvement
Malini Jayaganesh: Culture
Kimberly dela Cruz Odom: Change and Organisational Lifecycle Stages
Jane Kovacs and Michael King: Quality Learning
Jeremy Scrivens: Appreciative Inquiry
Graham Johnson: Effective Visual Communication
14
Improving Performance | BPM Forum 2011 - MELBOURNE 2
0 1 2 I N D
U S T R Y R E P O R T
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 15/22
© Imre Hegedus Consulting – All Rights Reserved
Improvement through Systems Thinking
Systems: optimising the performance of aparticular process will sub-optimise the wholesystem if not viewed in that context
Variation: All processes exhibit variation.Ensure processes are stable before seeking
to improve their capability Knowledge: “Facts” are mediated by theories
and world views. Develop your own theory forimprovement and continually validate it
Psychology: Processes operate in a humancontext – not always rational. Focus onintrinsic motivations rather than extrinsic
motivators
15
Improving Performance | BPM Forum 2011 - MELBOURNE
Adapted from: Deming (1993)
Deming’s System of Profound Knowledge
System ofProfound
Knowledge
Appreciationfor a System
Theory ofKnowledge
Psychology
Knowledge
aboutVariation
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 16/22
© Imre Hegedus Consulting – All Rights Reserved
Culture is both a function of and an influence on yourenterprise
Japan Perfection
America It works (better than before)
France Luxury
Germany Adherence to specification
Australia
Relationship
Implications
Heroes respected over process
Changes must engage employees
A good recovery is often better than getting itright first time! See heroes…
16
Improving Performance | BPM Forum 2011 - MELBOURNE
Culture
Results
Suppliers Customers
Enterprise
System
Strategy
Structures
Process Technology
People
Values
Suppliers Customers
Supplier Partnership
Customer Relationship
Value Realisation Value Realisation
Culture is an outcomeCultural Archetype Study
We all agree that ‘ people ’ are central to the effective management
and improvement of our business processes and yet we tend to focus on the more technical aspects of the
discipline!
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 17/22
© Imre Hegedus Consulting – All Rights Reserved
Change Principles underpin sustainable improvement
Sustainable change is linked to an enterprisescapability to learn
A systems-thinking perspective is key toplanning and implementing sustainablechange
Develop a transformation program based onsound change management principlescombined with tailored methods and a pacespecific to your enterprise context
17
Improving Performance | BPM Forum 2011 - MELBOURNE
Adapted from: Kotter (1996)
Adopt and adapt a Change Process
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 18/22
© Imre Hegedus Consulting – All Rights Reserved
The Enterprise Lifecycle informs the BPM Strategy
All enterprises go through lifecycle phases
Process Maturity is related to the lifecyclestage of an enterprise
The Process Improvement and Managementinterventions are best tailored to suit the
stage of the enterprise as well as the intent ofthe intervention
Enterprise Transformation Programs seek tocreate a new lifecycle curve more than justprolong the existing one
18
Improving Performance | BPM Forum 2011 - MELBOURNE
Courtship
Infancy
Go-Go
Adolescence
Early Prime
Late Prime The Fall
Aristocracy
Salem City
Bureaucracy
Death
AgingGrowing
BPTBPI
BPM
Enterprise Lifecycle and process change
Adapted from: Adizes (2004)
BPI: Business Process ImprovementBPM: Business Process ManagementBPT: Business Process Transformation
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 19/22
© Imre Hegedus Consulting – All Rights Reserved
Learning to Improve Performance
Performance Improvement occurs in anenvironment where employees areempowered to learn
Learning and improvement are inherentcharacteristics of humans – consider the
enterprise elements constrainingperformance
An effective framework for performanceimprovement is the System of ProfoundKnowledge
19
Improving Performance | BPM Forum 2011 - MELBOURNE
Master
Slave
Facilitator
and Mentor
Active
Self-starting LearnerLearning
Participant
PassiveRecipient
CoachAll Knowing
Provider
DO TO DO FOR DO WITH ENABLE
Extrinsic Motivation Intrinsic Motivation
Adapted from: Langford (2009) and QLA (2011)
Management Leadership
Controlled Empowered
Employer
Employee
Learning in a hierarchical enterprise
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 20/22
© Imre Hegedus Consulting – All Rights Reserved
Engagement through Appreciative Inquiry20
Improving Performance | BPM Forum 2011 - MELBOURNE
Deficit-based Analysis (rational) Strengths-based Inquiry (emotional)
Define the Problem Select a positive topic
Analyse what is not working well (gaps) Look for positive experience - stories
Analyse the problem Identify what works
Fix weaknesses and close gaps Align strengths making weaknessesirrelevant
Reactive Technical Fix Proactive Adaptive Growth
Exit Interview – why are you leaving? Why are you staying and what have beenyour best experiences working here?
Comparison of traditional improvement approaches and Appreciative Inquiry
People embrace change that they are part of creating – any Transformation Roadmap shouldengage people rationally and emotionally allowing them to take forward the best of the past
Traditional Appreciative Inquiry
+
Adapted from: Scrivens (2011)
21
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 21/22
© Imre Hegedus Consulting – All Rights Reserved
Effective Visual Communication – Simplicity is theUltimate Complexity
Your audience must understand yourmessage – strive for the simplicity on theother side of complexity
Presentation of content is not merely a matterof “aesthetics” – it impacts effectiveness
Some Industry Standard notations can inhibitcommunication effectiveness
Have multiple representations of yourmessage for your various audiences
Broaden your message beyond the disciplineor topic (ie. BPM or processes) to the valuethat your message has for your audience
21
Business Agility | Process-Driven Transformation
HomeMtgLOB
CommercialFinance
LOB
ServicesLOB
InternationalBank
BranchSite
InternalEmployees
GovernmentOversight
CommercialCustomers
ATM
3rd PartyServices
Business
Customers
Customers
E-Banking
3rd PartyServices
Branch Site
PaymentService
Providers
ATM
Outsourcedservice
providers
Customers
Mortgageproviders
LegalServices
Underwriting
Customers
© 2011 IBM Corporation
Visualise your enterprise
22
8/3/2019 Imre Hegedus - Presentation
http://slidepdf.com/reader/full/imre-hegedus-presentation 22/22
© Imre Hegedus Consulting – All Rights Reserved
The Enterprise is a Dynamic System… 22
Improving Performance | BPM Forum 2011 - MELBOURNE
Culture
Results
Suppliers Customers
Enterprise
System
Strategy
Structures
Process Technology
People
Values
Suppliers Customers
SupplierPartnership
CustomerRelationship
Value Realisation Value Realisation