As organizations adapt to an ever changing environment, key business processes often evolve in suboptimal ways, improperly aligned with organizational objectives. In many cases, unnecessary complexity is introduced and the creation of organizational �silos� get in the way of delivering efficient and effective execution of core activities. Common symptoms include:
Waste: Cycle time or cost is not competitive or acceptable to customers
Variation: Many cases handled in exception to standard procedures
Defects: Significant resources allocated to identification and rework of errors
Complexity: Excessive process steps or handoffs between parties
Lack of Flow: Bottle-necks or idle time indicating supply-demand mismatch
A systematic approach to performance improvement is critical to maximizing an organization's ability to competitively serve its customers. In cases where process design and improvement initiatives are coupled with technology implementations, upfront investments in process analysis can significantly increase the benefits of automation when compared to merely automating the current state process.
PDP's approach to Business Process Design & Improvement draws on proven industry best practices and is complemented by our experience in successfully executing business process initiatives in a variety of industries.
Our clients' needs vary from addressing targeted known issues to tackling enterprise-level process redesign. PDP's Business Process Design & Improvement solution offerings range from quick assessments of current processes and process redesign projects to initiatives focusing on enterprise-wide performance improvement and process alignment. Our efforts can be tailored, from small to large, to meet each client's unique requirements:
Quick Assessment: Targeted focus on specific business function with known concerns to determine root causes and present actionable recommendations
Process Design/Redesign: Design of future state to support implementation of technology, business function or organizational changes
Performance Improvement: Detailed effort to assess issues, determine root causes, recommend future state, execute pilot and implement monitoring controls
Process Alignment: Enterprise-wide effort to support transformation of business processes and alignment with enterprise architecture
Lean & Six Sigma: Application of quality management techniques to assessment, design and improvement activities
A process-based approach to analyzing and capturing opportunities can increase quality, reduce costs and improve service to customers. Our methodology enables managers to analyze key activities and holistically �reengineer� these processes.
Based on concepts from Lean & Six Sigma, Business Process Reengineering and other performance improvement methodologies, our methodology consists of five phases.
Define We believe that getting a good start is critical to finishing strong. In this phase, we clearly define the objectives, assemble the team, and get a sense of the organizational landscape.
Measure Measuring up front allows the ablility to make fact-based decisions. In this phase, we understand current performance and future needs. We establish measures as a reference point to drive analysis and quantitatively measure improvement.
Analyze What is the data actually saying? In this phase, we identify and prioritize root causes of waste, issues, and variation and use creative techniques to develop potential solutions.
Improve and Implement Working closely with our stakeholders, in this phase, we select the best improvement scenario, run a pilot test, and implement the solution.
Control In our final phase, we put in place procedures to monitor the process and alert management to performance issues based on defined parameters that exceed threshold.
A process-based approach can be applied at the project-level to improve a specific process or function, or can be applied more broadly to implement business process management capabilities. At the enterprise level, a process-based approach can be used as a catalyst for transformational change.