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  1. Welcome! Process Innovation@BYUReengineering Student ServicesProject Training BPMSession 4 – BPM Methods - Reflections October 4, 2000Dr. Markus Gappmaier, MSM-SOAIS

  2. 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)

  3. 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

  4. Process Mapping and Innovation Initiative:The Methods • Visioning (Interviews …) • Focus Groups • Reconnaissance/Analysis 1. Identify the Objectives of the Customer-driven Process • Picture Card Design Method • Feedback Meetings 2. Map the Current Process • Research Best Practices • Web • Literature • Experts 4. Benchmark for Innovative, Proven Alternatives 3. Analyze the Current Process PCDM Analysis • Metaplan Technique • PCDM • Feedback Meetings 5. Redesign the Process

  5. BPR Methods Special Characteristics?

  6. Reflection of BPR Method ApplicationWhat we need to know: Info we can get with a certain method Info we cannot get with a method Efficiency of a certain method Which methods can be integrated Tips/Tricks/Experiences

  7. Reconnaissance/Analysis

  8. Interview

  9. Apprenticeship Learning

  10. Picture Card Design Method

  11. Feedback Meeting

  12. Picture Card Design Method

  13. 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)

  14. 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

  15. Assignment for Session #5 Perform 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.

  16. Participatory Picture Card Method Model of the Redesigned Process

  17. Outline for Training Session # 5Friday, 7.00 – 8.30 • Presentation and discussion of your experiences • with method application (field study/PCDM) • Introduction to additional methods • Final Question & Answer Session