1. 1 Copyright 2009 © All rights reserved. Global 360 Inc. 1 The 7 Steps to Starting and Succeeding with Business Process Management Terry Schurter BPM Thought Leader Chairman, Board of Advisors, International Process and Performance Institute Director Product Strategy, Global 360 Best Practices in Process

2. Copyright 2009 © All rights reserved. Global 360 Inc. 2 You can’t buy great process in a box… Great process comes from people… …through the 7 Steps to Process Mastery. Great Process comes from People!

3. Copyright 2009 © All rights reserved. Global 360 Inc. 3 What is Process? People are process, and process is the sum of the people in it! Providing oversight… Making business Decisions… Checking and validating… Giving direction…Leading Optimization… Transforming operations…Performing work… Assembling facts… Designing executable models… Deploying systems… Performing work… CITIZEN EXPERIENCE

4. Copyright 2009 © All rights reserved. Global 360 Inc. 4 TERRACE??? Putting Process into Perspective OR PATIO???

5. Copyright 2009 © All rights reserved. Global 360 Inc. 5 The Seven Steps to Process Mastery

6. Copyright 2009 © All rights reserved. Global 360 Inc. 6 Step 1 – Understand and Embrace Your Goal MotivationBaselineGoal » Financial Return » Mandate » Customer Satisfaction » Citizen Experience » Fix a Problem » Capacity Limitation » Corporate Strategy » It’s my Job » Current Cost » We need to… » 20% Rework » 100 Complaints per month » The problem is… » 1000 units per day » We will… » My job is… » Reduce by 30% » We do that by… » 3% rework » < 10 complaints/ mth » …proves its fixed » 1500 units per day » measured by… » and this shows I’m doing what I need to! 1

7. Copyright 2009 © All rights reserved. Global 360 Inc. 7 Simplify the User Experience: 1. Eliminate White Space & Non-value Added Work 2. Don’t make people do what software can… (automate, optimize) 3. Don’t make software do what people must! Step 2 – Build an Elegant Design 2

8. Copyright 2009 © All rights reserved. Global 360 Inc. 8 Service Representative “I can’t find the original application.” “The Customer is on the PHONE NOW!” “Why am I entering this again?” “I have to go around the system, because things don’t really WORK THAT WAY.” “What I’m I supposed to do now?” “But I have to work on multiple files at the same time!” “Has anyone else ever run into this?” “So WHY would I do that?” “You have to do THIS, before you can do THAT?” “Because that’s the WAY the system says I have to...” “That’s the rule, don’t question it, just do it.” “I can’t change that, the system won’t let me.” “I did change that, the system changed it back!” “Make your notes first, then go the system. It’s easier that way…” Step 3 – Improve Personal Productivity 3

9. Copyright 2009 © All rights reserved. Global 360 Inc. 9 Customer Service Representative “I can’t find the original application.” “The Customer is on the PHONE NOW!” “Why am I entering this again?” “I have to go around the system, because things don’t really WORK THAT WAY.” “What I’m I supposed to do now?” “But I have to work on multiple files at the same time!” “Has anyone else ever run into this?” “So WHY would I do that?” “You have to do THIS, before you can do THAT?” “Because that’s the WAY the system says I have to...” “That’s the rule, don’t question it, just do it.” “I can’t change that, the system won’t let me.” “I did change that, the system changed it back!” “Make your notes first, then go the system. It’s easier that way…” Step 3 – Improve Personal Productivity 3 1. Design Relevant Experiences! 2. Juran – Quality is Fitness of Use! 3. Simple as Possible; Flexible as Possible!

10. Copyright 2009 © All rights reserved. Global 360 Inc. 10 Step 4 – Orchestrate for Real Time Demand Step 1Step 2Step 3 4 Murphy's Law in process: “If anything can go wrong, it will…

11. Copyright 2009 © All rights reserved. Global 360 Inc. 11 Step 5 – Keep Your Process in Tune ReactiveActiveProactive Measure Process Statistics to find… Backlogs, Bottlenecks, Sharp rise in processing time Audit… Goal KPIs, Business KPIs Detect Work Pattern Changes in… Documents uploaded, Error correction, Data entry, Validation PASTPRESENT FUTURE 5

12. Copyright 2009 © All rights reserved. Global 360 Inc. 12 Step 6 – Create Transparency 6 1. Use the Power of Rapid Cognition 2. Roll up Data to Create Transparency 3. Break Down KPIs for Personal Analytics

13. Copyright 2009 © All rights reserved. Global 360 Inc. 13 1. Every Process has a Customer… 2. Their experience is shaped by our process design! 3. As the Customer, what do you want to experience? As a Citizen??? Step 7 – Deliver the Customer Experience 7 5+ Days 5 Seconds

14. Copyright 2009 © All rights reserved. Global 360 Inc. 14 Customer Success # 72 7 Steps Results Goal 20 day response achieved 76% Cost Reduction Design Designed out white-space Aligned to how work really gets done Productivity 42.9% Efficiency Improvement 500 Case per month added capacity Orchestration Case flexibility relevant to real world of work Tuning Tracking provides clear “line of sight” so process can be tuned to real needs Transparency Manager, Supervisor and Participant have real time visibility into process Customer Experience FOIA requests processed timely and accurately U.S. Department of Homeland Security

15. Copyright 2009 © All rights reserved. Global 360 Inc. 15 Customer Success # 130 Los Angeles County 7 Steps Results Goal Automated state reimbursement recovery Meet Proposition 69 legal requirements Design From “islands” to one process Simplify through automation Productivity 400 man hours/day “free” for other work Orchestration “Rap” sheets “follow” inmates automatically Tuning Automated cross-checking Real-time systems updating Transparency 500+ Officers use system Customer Experience Increased DNA profiles in FBI CODIS DB Increased efficiency/ accuracy of investigations

16. 16 Copyright 2009 © All rights reserved. Global 360 Inc. 16 Questions? Changing how work gets done

17. Copyright 2009 © All rights reserved. Global 360 Inc. 17 Thank you! For more on process mastery… www.insidersguidetobpm.com www.tschurter.com For more on BPM… http://www.global360.com/resource- center/bpm-101/ Thank you! For more on process mastery… www.insidersguidetobpm.com www.tschurter.com For more on BPM… http://www.global360.com/resource- center/bpm-101/