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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?

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