1. 1 Business Process Analysis Module 4

2. 2 Keep focused on the timeline Week 1234567891011 Prepare for Kick-off Meeting Assign teams Team forming Review and execute consulting contract Interview and research business Draft, revise and execute team contact Draft and revise project management plan Start secondary research Draft and revise business case statement Analyze and organize secondary research Plan, draft and test primary research Conduct primary research Analyze and organize primary research Draft and revise preliminary recommendations Draft final report Draft, revise, rehearse presentation Revise final report DUE Consulting Contract Team Contract Project Manage- ment Plan Business Case Statement including SWOT analysis Primary Research Instrument Prelimin- ary Recom- mend- ations Draft report Final Present- ation Final Report

3. 3 Business Processes

4. 4 Case Study: Sprint Moving and Storage

5. 5 What the students came up with Documented the process so the business can be consistent Provided metrics to be proactive Gave feedback to business as to how they can improve

6. 6 Who are the customers and what do they value? –What is the mission or overall goal of the business? –Who is the customer? How has that customer changed in the past? How will the customer evolve in the future? What are the customer segments? What does the customer value? Why do customers leave? Who are your potential customers? What do they want? What would make the customer's life easier? Look at the customer life cycle. –What does the product or service do for them? Look at the product life cycle in relation to the customer. Determine where the product or service is in its life cycle. Once the answer to these questions is determined, a clear picture of business goals will come out. The business goals then have to be broken down into specific business outcomes. Market share and profitability are common outcomes. These become key performance indicators or metrics for the business. Metrics must be detailed at the start.

7. 7 Target the critical processes Ferret out what its core processes are. –Document in block diagrams or flow chart. –Start with a bird's eye view of the main steps in the process. These are mapped by asking questions, watching how people operate, and following the paperwork trail. –Break down into subprocesses. In complex organizations, the subprocesses are broken down into several other levels.

8. 8 Service businesses (Lawyers, doctors, accountants, photographers, etc. offices) processes are very similar Here is a top view of a photography studio

9. 9 Break the processes into subprocesses and show who does what This takes the burden off the business owner who tends to do everything It creates an effective position description to hire people It provides the basis of a procedures manual to train new employees

10. 10 Don’t forget to include vendors and customers in mapping your processes They can contribute to more efficiency as well

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12. 12 Map your business’ core process