Innovating Business Process Improvement Panel May 2010

Innovating with Business Process Improvement

Annual Business ForumMay 25-27, 2010Scottsdale Resort & Conference Center

2010 SCLA Annual Business Forum Scottsdale Resort & Conference Center

Welcome to Innovating with Business Process Improvement

Moderator: Tom Goldsby , PH. D., University of Kentucky

2

Leveraging Change ManagementGeorge Duggan, VP Domestic Intermodal, BNSF Railway

User-Centric InnovationDonna Tellam, Director User Experience, Global 360

Focus on the Customer: Retailer-Manufacturer CollaborationJim Pleiman, VP Supply Chain, Merck Consumer Care

Copyright 2009 © All rights reserved. Global 360 Inc.3


What is the most important most important part of any successful process improvement initiative, and the part on which most companies spend the least amount of time?

User experience design User experience design

2010 SCLA Annual Business Forum


»Place the

user user at the

center center of the design

The User-Centric Approach to Innovation

Focus on the user results in a solution that is easier to use and

increases processor productivity.

Focus on the user results in a solution that is easier to use and

increases processor productivity.



»Understand the process from the user’s point of view

‣How much time does it take?

‣What are the pain points?

‣What are the productivity killers?

‣How much time would it take to train a new user?

‣What is the frequency of errors?

Listen



Listen



»Get a deep understanding of the process

»Uncover unknown issues, and do a reality check against how you think things work

»Uncover process inefficiencies

»Understand the pain points for each participant in the process

»Understand what motivates them

If you simply ask questions without observing the work being done, you will miss many key process improvement opportunities.

If you simply ask questions without observing the work being done, you will miss many key process improvement opportunities.

Observe



»One of the benefits of automating your business processes is the ease of collecting metrics on your process

»Those metrics are useless if you don’t have easy access to the information

»Process metrics are usually viewed as useful only to management personnel, but there are many benefits to be realized from keeping processors aware of the metrics as well

Provide Visibility & Ease-of-Use at all Levels



Provide Visibility & Ease-of-Use at all LevelsManagement Dashboards



Provide Visibility & Ease-of-Use at all LevelsProcessor Dashboards


Visibility into the Process

Visibility into the Process

What’s the Impact?

Improved Process Efficiency

75%

Improved Process Efficiency

75%

Reporting & Oversight time

Reporting & Oversight time

Better Insight Into Process

Better Insight Into Process

Processing Cost Processing Cost

Measurable Results:Quantitative Targets:

# of People Required to Do the Work

# of People Required to Do the Work



What’s the Impact?

Customer Yearly Cost Savings Payback Period

Services Provider

Claims Processor

Loan Processor

$ 475,000

$ 439,000

$ 1,800,000

7.2 Months

9 Months

7.2 Months


Changing how work gets done.

“We are able to better serve ourcustomers and effectively manage

SLAs.” -- Revlon

Improvement: Automated claims resolution processes with the user in mind

-- reduced cycle time and resources, and captured lost revenues.

ROI: Broke even at 18 months and sawpayback within 24 months.

Changing how work gets done.

“We are able to better serve ourcustomers and effectively manage

SLAs.” -- Revlon

Improvement: Automated claims resolution processes with the user in mind

-- reduced cycle time and resources, and captured lost revenues.

ROI: Broke even at 18 months and sawpayback within 24 months.


2010 SCLA Annual Business Forum Scottsdale Resort & Conference Center

http://www.global360.com/

Contact Info:Donna [email protected] Market Street, Suite 204Denver, CO 80202P 303.350.5194 | F 800.381.1325

Innovating Business Process Improvement Panel May 2010

Education

Innovating Business Process Improvement Panel May 2010