Effective Process Design
2 likes1,240 views
The document discusses effective process design and provides guidance on creating effective processes. It recommends engaging stakeholders to identify gaps, standardizing documentation for consistency, and centralizing access to documentation. It emphasizes verifying that process improvements are implemented and governance is established to ensure benefits are realized. Finally, it stresses the importance of collaboration, communication, and training to foster adoption and embed changes in the organizational culture.
Effective Process Design
- 2. Welcome to the Presentation!! • David Mainville – CEO & Co-founder of Navvia – 30 plus years of Service Management Experience – Twitter: @mainville – Email: dmainville@navvia.com
- 4. Why Process? • Processes (are intended to) add value – Communicate what needs to be done – Provide clarity on how to do it (simplification) – Control the operation for consistency – Measure the outcomes for continual improvement
- 5. Why Process? The world’s most successful brands achieve Business Outcomes through Effective Processes
- 6. Creating Effective Processes Survey Design Verify
- 7. Survey • Engage your stakeholders to identify gaps – What’s not working? – How can the process add value? • Create a catalyst for change • Establish a baseline from which to measure improvement • Develop a roadmap for implementing improvements
- 8. Design • Engage and collaborate with your stakeholders – To foster buy-in and drive adoption • Standardize / structure your documentation – For consistency across all processes / departments, create artifacts targeted to your audience • Centralize and simplify access to the docs – Can’t follow it if they cant find it – Permission based / curated • Capture requirements for tool implementation – Tractability of process requirements to your tool
- 9. Verify • Process improvements must be “locked in” to realize benefits – Processes erode without governance • Accountability and transparency is key – Using a combination of both the carrot and the stick • The concept of a Service Management office – Owns ITSM – Subject Matter Experts in everything from process design to tool implementation
- 10. The Human Element • Collaboration is essential • John Kotter’s 8-step process for leading change 1. Urgency 2. Coalition 3. Vision & Strategy 4. Communicate 5. Empower 6. Quick wins 7. Leverage quick wins 8. Embed in culture • Education and training – Getting people on same page – Locks in the wins
- 11. Creating Effective Processes Survey Design Verify
- 12. Free Trial The Navvia Software will save you money! Less than the cost of 2 weeks of an ITSM consultant Templates ! Tools ! Training http://navvia.com/software/go-test-drive