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Holistic Process Design A system of process, people, tools, and data Joseph Drasin, D.M. – University of Maryland, College Park All content, © by author and University of Maryland
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Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

Jun 09, 2020

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Page 1: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

Holistic Process DesignA system of process, people, tools, and data

Joseph Drasin, D.M. – University of Maryland, College Park

All content, © by author and University of Maryland

Page 2: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

Joseph Drasin, D.M.

Director, University Process Innovation

LinkedIn: https://www.linkedin.com/in/jdrasin

Twitter: @jdrasin

Email: [email protected]

Practice

EducationResearch

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Page 3: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

• Understand the problems when process is designed within silos• Understand how people, process, tools, and data contribute to holistic design• Ability to describe a university process as an end-to-end set of activities• Develop a set of tools for constructing end-to-end processes

Learning outcomes:

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Page 4: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

Do these symptoms look familiar?

Users complain that we don’t have documentation, but we’ve made tons of it

We found our workflow was missing critical steps and key

stakeholders

There is miscommunication and

frustration between groups

We have to do it that way because of policy.

The new IT system is just a prettier versions of the same

functionalityOh, that’s just how

we’ve always done it.

Handoffs between groups are not working well

I am unclear on responsibility, authority,

and escalation paths

We have a lack of standardization

So much wasted time and rework

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Page 5: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

Process innovation exists to avoid those issues and facilitate successful IT system implementation

Allows IT to innovate, not just digitize1Stops past mistakes from being repeated2

Improves collaboration and communication between groups3

Promotes customer-centric service design4

Creates continuous improvement5

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Page 6: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

Technology is not the solution to your business processes, it is the manifestation of your processes.

IT systems fail to meet their potential due to poor business process design.

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Page 7: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

What is a business process?

Acquiring new capabilities (hiring)

Create knowledge (grants acquisition and management)

Educate a student (teaching and assessment process)

Obtain a new student (admissions)

Facilitate communications (WiFi deployment)

Acquire goods and services (procurement)

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Page 8: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

Processes exists along two dimensions:

The horizontal end-to-end

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Org

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……

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Create and deliver some value

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Page 9: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

For example…

Adv

ising

Regi

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ion

Adm

issio

n

Din

ing

Fina

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Recr

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g

……

Hou

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Acquire a student

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Page 10: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

Process (Workflow, policies, etc…)

People (Motivation, training, skills, etc…)

Tools (IT systems, machinery, space, etc…)

Data (Integration, definition, business modeling, etc…)

Recruit & A

dmit a Student

And the second dimension

The vertical top-to-bottom

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Page 11: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

This is the holistic view of process

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Page 12: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

Step 5 DetailsStep 4 DetailsStep 3 DetailsStep 2 DetailsStep 1 Details

Participating Organization

Participating Organization

Participating Organization

Participating Organization

Participating Organization

Participating Organization

Participating Organization

Participating Organization

Participating Organization

Participating Organization

Title of Process

Trigger(s)

Process Phase 1 Process Phase 2 Process Phase 3 Process Phase 4 Process Phase 5

Process Result(s)

Tools Data

System XDatabase YABC ToolXYZ SystemDept. File Share P

EmailExcel Spreadsheets PDFXyz Website

User ProfileOrganizationRole Unit Etc.

ProfileLogisticsItineraryApplication

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Page 13: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

Business process are difficult to design

Operate in an ever-changing environment

See beyond your own perspective

Process(workflow,policies,etc…)

People(Motivation,training,skills,etc…)

Tools(ITsystems,machinery,space,etc…)

Data(Integration,definition,businessmodeling,etc…)

Recruit&Adm

itaStudent

Integrate process, people, tools, and data across a value chain

Know all stakeholders

Balance diverse stakeholders

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Page 14: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

Our value proposition leverages existing strengths

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Page 15: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

ProcessOrganizations

ProcessPeopleToolsData

Holistic, End-to-End,

Outside Perspective

Our perspective

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Page 16: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

Define Process

Discover Process

Assess Process

Validate Process

Deliver & Close-Out Project

Validate ProcessScope ProjectResearch Background Information

Gather DataDevelop Process SummaryInitial Analysis and Themes

Synthesize & Analyze DataDevelop Assessment Models

Finalize Process ModelsDevelop Solutions

Conduct BriefingPrioritize Next StepsProject Close-Out

Using a well-defined methodology

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Page 17: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

And a growing library of tools

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Page 18: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

And our philosophy

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Page 19: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

This makes change happen!

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Page 20: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

Common perspective and empathy

Sense of collaboration

Better ideas

Creates a higher level of engagement (lowers ‘resistance’)

Improved inter-organizational communication

Brings out the elephant in the room

Leverages multiple enablers

Gets more people involved

Bottom-up urgency

This makes change happen!

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Page 21: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

Have had impressive results

A whole lot of good will

Ø 11 Conference talks

Ø 154 Employees trained

Ø 186 Students taught

Ø 7 Published papers

Ø White papers, best

practices, and guides

Ø 24 Large projects

Ø 233 Staff directly involved

Ø 84% of Clients return

Ø 80% of Clients implemented change

Ø $100,000s in identified savings

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Page 22: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

1. Don’t be scared of the elephant in the room2. It is the journey, not the destination3. You can never talk to enough people4. There are bad clients5. Leverage your position at a university6. Build and define a concept model7. This practice takes time to develop

We have learned a lot (since 2016)

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Page 23: Holistic Process Design - UMD€¦ · missing critical steps and key stakeholders There is miscommunication and frustration between groups We have to do it that way because of policy.

To learn more

UPI Website: http://it.umd.edu/processinnovation

Email: [email protected]

Drasin, J. (May, 2016). 10 Common process improvement mistakes and how to avoid them. Educause. Retrieved from https://er.educause.edu/articles/2016/5/10-common-process-improvement-mistakes-and-how-to-avoid-them

Drasin, J. (May, 2017). Building an office of process innovation. Educause. Retrieved from https://er.educause.edu/articles/2017/5/building-an-office-of-process-innovation

Sharp, A., & McDermott, P. (2008). Workflow modeling: Tools for process improvement and application development. Norwood, MA: Artech House.

Tregear, R. (2016) Reimagining management: Putting process at the center of business management. Canberra, Australia: Author.

Tregear, R., et. al. (2017) Process precepts: Conversations about the process of management. Canberra, Australia: Author.

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