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Markus Gappmaier Marriott School of Management(SOAIS)
Process Innovation@BYU Reengineering Student Services
Project Training BPMSession 4 – BPM Methods -
Reflections October 4, 2000
Dr. Markus Gappmaier, MSM-SOAIS
Welcome!
Markus Gappmaier Marriott School of Management(SOAIS)
Reengineering Student Services:
Food For Thought
“Since we are the stewards of a technology that is becoming increasingly pervasive in all aspects of human life, it is incumbent upon us to ground ourselves in a fundamental understanding of the global human community that we influence by our decisions (or actions).” (Kirk Templeton, Director – Wind Mountain Institute, Ubiquity – An ACM IT Magazine and Forum, 9/26/2000)
Markus Gappmaier Marriott School of Management(SOAIS)
Outline for 4. Training SessionWednesday, 5.00 – 6.30
• Presentation and discussion of experiences with selected BPR methods (field studies)• Answering of questions• Introduction to PCDM facilitation• Application: Group Exercise
Markus Gappmaier Marriott School of Management(SOAIS)
Process Mapping and Innovation Initiative:The Methods
1. Identify the Objectives of the Customer-driven Process
2. Map the Current Process
3. Analyze the Current Process
4. Benchmark for Innovative, Proven Alternatives
5. Redesign the Process
•Visioning (Interviews …)•Focus Groups
•Reconnaissance/Analysis•Picture Card Design Method•Feedback Meetings
Research Best Practices •Web•Literature•ExpertsPCDM
Analysis•Metaplan Technique
• PCDM • Feedback Meetings
Markus Gappmaier Marriott School of Management(SOAIS)
Reflection of BPR Method ApplicationWhat we need to know:
Info we can get with a certain method
Info we cannot get with a method
Which methods can be integrated
Efficiency of a certain method
Tips/Tricks/Experiences
Markus Gappmaier Marriott School of Management(SOAIS)
Picture Card Design MethodThe Role of the Facilitator: How?• Prepare a rudimentary, not-taped model of the process-to-be (shall
contain no more than a couple of the main potential activities)• Present the model to the local experts and ask for their input (e.g.
How could the new process look to meet the process objectives?)• When local experts start contributions encourage them to take the
lead: let them place cards and write on the cards• Ask questions to get the local experts to think courageously, broadly• Control the level of detail (measure: requirements of project)• Make sure to include every employee in the modeling• Ask questions that help employees make sure to consider all important aspects (e.g. project vision)
Markus Gappmaier Marriott School of Management(SOAIS)
Picture Card Design MethodThe Role of the Facilitator
Group Exercise (max. 30 minutes):
Redesign of the Hiring Process for Process Engineers
The Actors:• 2 Process Engineers: The Facilitators• 4 Project Experts (VCR, ?): The Local Experts• Many interested Process Engineers: The Observers
The Artifacts:• Rudimentary activity model of process to-be: To be prepared by the facilitators• Large PCDMs for joint experience: As available
Markus Gappmaier Marriott School of Management(SOAIS)
Assignment for Session #5Perform a process redesign session applying the PCDM (60 minutes). Practice your project role as a facilitator. Document your experiences and the PCDM model on flip charts. Prepare for presentation and discussion.
Markus Gappmaier Marriott School of Management(SOAIS)
Participatory Picture Card Method Model of the Redesigned Process