Enterprise Business Process Management

Enterprise BPM Methodology

Greetings…

8 Omega approach is something similar to 6 sigma & other techniques. The only difference is that 8 Omega needs to be applied End to End (Starts with Customer & ends with Customer). All other techniques can be applied to certain specific Departments / Functions.

Based on the 8 Omega Process….
1. Discover
2. Analysis
3. Design
4. Validate
5. Integrate
6. Implement
7. Control
8. Improve

Only the first 4 steps are included in the post

Enterprise BPM is for the whole company. It is not for a particular Department / function or process.

BMW Example..

Look at the Business through a Customers Eyes
• When I am buying a car I am not interested in the Assembly process, or the number of people you have doing it, or their various skills & training.
• I do not want to know who is responsible for doing what bit. I am not bothered by who reports to who & who is the boss.
• Your problems with machinery are not my concern.
• I am however REALLY bothered about getting the car on time, to MY specification at a price that I think is right. I then want the Servicing to be pain free – can you do that?

Use the following iterms
1. Charts
2. PostIT Notes. Yellow, Red, Blue, Green

Divide the Users in different groups, minimum 2 groups

1. Each group needs to describe the entire process as a sequence of events on the Yellow PostIT Notes with a thick Marker. Only use Nouns & Verbs with minimum description.

Paste the Chart on the Wall.

Any one user of the team would stick each note on the Chart in a row to describe the process

After the first User has completed the other Users would repeat the same process. Point to be kept in mind is that It is not necessary to put duplicate notes. Only if the next user feels that he has a note & it is missed by the previous User would he add it

After all users have completed the process the Chart should probably have 1-2 rows

Each team can have a look at the other team’s chart for 5 mins. If they want to put some comments they can put it on the Chart. It is up to the original team to use the comment

2. Need to identify the following key parameters in the Process Flow
1.Moment of Truth (MOT) Red PostIT’s
MOT is whenever there is an interaction between the Customer & the Company.
2.Break Points (BP) Blue PostIT’s
Whenever there is an interaction between person – person or person perem & a possibility of things going wrong or deviation
3.Business Rules (BR) Green PostIT’s
Any specific rules that a Company has created .
Stick all the above 3 MOT’s on the chart. Whenever there is duplication between MOT & BP, use the MOT sticker. Put a S.No on each of the 3 Notes.

3.
Create a 2*2 chart with Customer Importance on X axis & Organization on Y axis.
Put all the 3 types of notes depending on the importance on the chart





4.
Using Brainstorming method list down all the possible solutions that the team can think of to address the 3 Key parameters MOT, BP, & BR

5.
On a separate chart, list down all the possible opportunities & threats that the company can face either in the process or overall

6.
Create a separate chart which will have a format as shown below.

Group Action Measure Metric Time Cost





List down all the possible actions with keeping sll the 3 Key Parameters where Customer is High. Group the actions into larger categories that addresses the Process Flow. Assign a measure, metric to each action. Put an estimate of Time & Cost for the same.

7.
Prepare a Presentation for the top Management to present your Case.