The second phase of BPI is assessment: What is the current state of the process?

Getting Underway - Team Formation

• Getting the team together and on the same page
  • Can we agree on what we are going to do and how we'll go about it?

• Understanding the case for action
  • Why do we need to change?

Analyzing Our Current State

• What's the customer feedback tell us?
  See an example from Distributed Support in IS

• What data do we have in regard to the work (number of transactions, volume, frequency etc.)?

• What are the steps in the "as is" process?
  See a first contact process map example (PDF) from Support in IS

• What do employees have to offer as input?

• Looking Outside our Organization
  • What are some opportunities for benchmarking?
  • What are the "best practices" in this area?

Moving Forward - Go or No Go?

• What's the cost/benefit of not doing something?

• What are the potential benefits of doing something?

• What's the likelihood of receiving organizational support?

Communicating With The Organization

• Need to develop a communications plan

• Take some steps early to share information

Data Collection

• Conduct a Detailed Analysis of the Current State
  • Where are the breakdowns?
  • Where do the hand-offs occur?
  • What data do we have re: time, costs, quality and service performance measures?

  See first contact process map example (PDF) from Support in IS

• How do Stakeholders View the Process?
  • What works well?
  • What doesn't work from their perspective?
  • What suggestions for improvement would people offer?

  See an example from the HR-Payroll project's Applicant Tracking Team
  See an example from the HR-Payroll project's Benefits Process Redesign Team
  See an example from the HR-Payroll project's Personal Changes Redesign Team

• Is There Any More External Data that Would Be Useful?