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“We hired Shelley to help us define roles and responsibilities, build the rules of engagement, and advance the company service model. As a result of the work Shelley did with a company improvement team, we implemented a one touch Client Service Excellence program and reduced the backlog of cases from 418 to zero in three months.”

Dale Brown
Senior Vice President, Sales and Marketing
MedImpact

 

Setting up a BPM Measurement System - Part 2 of 3

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If you’re working on a single business process improvement project or many processes across the enterprise, you need a measurement system. But how do you build one that is comprehensive, efficient and effective? Part 1 covered Level 1 and 2 measurement elements based on the process maturity graphic below. This part covers Level 3.

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Setting up a BPM Measurement System - Part 1 of 3

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Do you know how each process is performing right now in your organization? And if you’ve improved a particular process do you know if you achieved the level of improvement you wanted? It’s necessary to quantify data to be able to answer these two questions and provide objective ways to measure process and level of […]

How Data Unveils Clues to the Solution – Part 2

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Analytical data is a name I use for any data that helps to analyze the current process. It is quantitative data for any step, gateway, or sub process; it is data about inputs from internal and external suppliers, including the customer; it is data about time, waiting, and queuing; it is quantitative values to clarify […]

How Data Unveils Clues to the Solution – Part 1

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If there were only one analytical technique the business process improvement (BPI) team could use, it should be quantitative data—and then I would expand quantitative data to include baseline data, customer data, and analytical data.

Baseline data is data that provides quantitative values to the measures for each of the two or three BPI improvement […]

5 Early Warning Signals for a BPI Project and What to Do About Them - Part 2

Can you recognize the early warning signals that derail a business process improvement project? Part 1 of this blog identified five early warning signals and suggested what action you should take to cure the ill for the first one–poor process selection. Part 2 continues with how to put the process back on track (or halt […]