With the rate of increase in health care costs continuing to greatly exceed the rate of overall inflation
The NHS is becoming increasingly interested in consumer-driven health care models as a potential remedy to skyrocketing health care costs. Anchoring consumer-driven health care is a fundamental principle: As the voting public come to further understand the true cost of health care services and the available health care options, they will have to take increased financial responsibility for managing their own health care and make more cost-conscious health and prevention choices if we are to avoid the two tier system we all fear.
Theories that drive consumerism suggest that using Process Master to organize the Hospitals standardized delivery of personalized care plans – care plans designed with the right tools (ProcessPad & LeanPad) for an engaged consumer, utilization can decrease as much as seven to 12 percent as people become better at reviewing their life/eating habits and more health-aware.
Employers can also achieve significant bottom line cost savings if they focus on employee wellness as much as they do on illness (sick days) – by providing more workplace education and wellness programs, health risk assessments, on-site gyms, and snack machines with healthy treats. Today’s significantly reduced percentage of smokers, for example, provides solid evidence that positive health is good for business.
Lessons in Process Management Documentation
Lesson 1: A man is getting into the shower just as his wife is finishing up her shower, when the doorbell rings. The wife quickly wraps herself in a towel and runs downstairs. When she opens the door, there stands Bob, the next-door neighbour. Before she says a word, Bob says, 'I'll give you $800 to drop that towel.' After thinking for a moment, the woman drops her towel and stands naked in front of Bob, after a few seconds, Bob hands her $800 and leaves. The woman wraps back up in the towel and goes back upstairs. When she gets to the bathroom, her husband asks, 'Who was that?' 'It was Bob the next door neighbour,' she replies. 'Great,' the husband says, 'did he say anything about the $800 he owes me?'
Moral of the story: If you share critical information pertaining to credit and risk with your team in time, you may be in a position to prevent avoidable exposure.
Lesson 2: A priest offered a Nun a lift. She got in and crossed her legs, forcing her gown to reveal a leg. The priest nearly had an accident. After controlling the car, he stealthily slid his hand up her leg. The nun said, 'Father, remember Psalm 129?' The priest removed his hand. But, changing gears, he let his hand slide up her leg again. The nun once again said, 'Father, remember Psalm 129?' The priest apologized 'Sorry sister but the flesh is weak.' Arriving at the convent, the nun sighed heavily and went on her way. On his arrival at the church, the priest rushed to look up Psalm 129. It said, 'Go forth and seek, further up, you will find glory.'
Moral of the story: Be sure to have the relevant documentation for your role at hand or you might miss a great opportunity.
Lesson 3: A sales rep, an administration clerk, and the manager are walking to lunch when they find an antique oil lamp. They rub it and a Genie comes out. The Genie says, 'I'll give each of you just one wish.' 'Me first! Me first!' says the admin clerk. 'I want to be in the Bahamas , driving a speedboat, without a care in the world.' Puff! She's gone. 'Me next! Me next!' says the sales rep. 'I want to be in Hawaii , relaxing on the beach with my personal masseuse, an endless supply of Pina Coladas and the love of my life.' Puff! He's gone. 'OK, you're up,' the Genie says to the manager. The manager says, 'I want those two back in the office after lunch.'
Moral of the story: Always let your boss have the first say when questioning for the desired future state.
Lesson 4 An eagle was sitting on a tree resting, doing nothing. A small rabbit saw the eagle and asked him, 'Can I also sit like you and do nothing?' The eagle answered: 'Sure, why not.' So, the rabbit sat on the ground below the eagle and rested. All of a sudden, a fox appeared, jumped on the rabbit and ate it.
Moral of the story: Some times people are just doing nothing because they are waiting for something to happen further down the chain.
Lesson 5: A turkey was chatting with a bull. 'I would love to be able to get to the top of that tree' sighed the turkey, 'but I haven't got the energy.' 'Well, why don't you nibble on some of my droppings?' replied the bull. They're packed with nutrients.' The turkey pecked at a lump of dung, and found it actually gave him enough strength to reach the lowest branch of the tree. The next day, after eating some more dung, he reached the second branch. Finally after a fourth night, the turkey was proudly perched at the top of the tree. He was promptly spotted by a farmer, who shot him out of the tree.
Moral of the story: Bull Sh*t might get you to the top, but it won't keep you there - and never include it in your process documentation.
Lesson 6: A little bird was flying south for the winter. It was so cold the bird froze and fell to the ground into a large field. While he was lying there, a cow came by and dropped some dung on him. As the frozen bird lay there in the pile of cow dung, he began to realize how warm he was. The dung was actually thawing him out! He lay there all warm and happy, and soon began to sing for joy. A passing cat heard the bird singing and came to investigate. Following the sound, the cat discovered the bird under the pile of cow dung, and promptly dug him out and ate him.
Morals of the story: (1) Not everyone who sh*ts on you is your enemy. (2) Not everyone who gets you out of sh*t is your friend.(3) And when you're in deep sh*t, it's best to keep your mouth shut!
THUS ENDS THE FIVE MINUTE MANAGEMENT COURSE - NOW WATCH THE VIDEO
Moral of the story: If you share critical information pertaining to credit and risk with your team in time, you may be in a position to prevent avoidable exposure.
Lesson 2: A priest offered a Nun a lift. She got in and crossed her legs, forcing her gown to reveal a leg. The priest nearly had an accident. After controlling the car, he stealthily slid his hand up her leg. The nun said, 'Father, remember Psalm 129?' The priest removed his hand. But, changing gears, he let his hand slide up her leg again. The nun once again said, 'Father, remember Psalm 129?' The priest apologized 'Sorry sister but the flesh is weak.' Arriving at the convent, the nun sighed heavily and went on her way. On his arrival at the church, the priest rushed to look up Psalm 129. It said, 'Go forth and seek, further up, you will find glory.'
Moral of the story: Be sure to have the relevant documentation for your role at hand or you might miss a great opportunity.
Lesson 3: A sales rep, an administration clerk, and the manager are walking to lunch when they find an antique oil lamp. They rub it and a Genie comes out. The Genie says, 'I'll give each of you just one wish.' 'Me first! Me first!' says the admin clerk. 'I want to be in the Bahamas , driving a speedboat, without a care in the world.' Puff! She's gone. 'Me next! Me next!' says the sales rep. 'I want to be in Hawaii , relaxing on the beach with my personal masseuse, an endless supply of Pina Coladas and the love of my life.' Puff! He's gone. 'OK, you're up,' the Genie says to the manager. The manager says, 'I want those two back in the office after lunch.'
Moral of the story: Always let your boss have the first say when questioning for the desired future state.
Lesson 4 An eagle was sitting on a tree resting, doing nothing. A small rabbit saw the eagle and asked him, 'Can I also sit like you and do nothing?' The eagle answered: 'Sure, why not.' So, the rabbit sat on the ground below the eagle and rested. All of a sudden, a fox appeared, jumped on the rabbit and ate it.
Moral of the story: Some times people are just doing nothing because they are waiting for something to happen further down the chain.
Lesson 5: A turkey was chatting with a bull. 'I would love to be able to get to the top of that tree' sighed the turkey, 'but I haven't got the energy.' 'Well, why don't you nibble on some of my droppings?' replied the bull. They're packed with nutrients.' The turkey pecked at a lump of dung, and found it actually gave him enough strength to reach the lowest branch of the tree. The next day, after eating some more dung, he reached the second branch. Finally after a fourth night, the turkey was proudly perched at the top of the tree. He was promptly spotted by a farmer, who shot him out of the tree.
Moral of the story: Bull Sh*t might get you to the top, but it won't keep you there - and never include it in your process documentation.
Lesson 6: A little bird was flying south for the winter. It was so cold the bird froze and fell to the ground into a large field. While he was lying there, a cow came by and dropped some dung on him. As the frozen bird lay there in the pile of cow dung, he began to realize how warm he was. The dung was actually thawing him out! He lay there all warm and happy, and soon began to sing for joy. A passing cat heard the bird singing and came to investigate. Following the sound, the cat discovered the bird under the pile of cow dung, and promptly dug him out and ate him.
Morals of the story: (1) Not everyone who sh*ts on you is your enemy. (2) Not everyone who gets you out of sh*t is your friend.(3) And when you're in deep sh*t, it's best to keep your mouth shut!
THUS ENDS THE FIVE MINUTE MANAGEMENT COURSE - NOW WATCH THE VIDEO
The main criteria to use when choosing a BPM modeler technology
You first need an Intuitive Process Modeling Environment, a system that is designed for ease of use.
A zoom feature is absolutly key - as is the ability to add text to the description of each activity, role, or set of either.
'Walkthrough' functionality is a must - you do not want something that you have to design your own company standard in - it should be flexible but standardised.
Ease-of-integration - point-and-click is key to any modern application
Advanced Workflow rules must be catered for - they will be necessary if you are to scale efforts in the future.
Multiple Views of a Process or a variety of ways that a process can be output for everyone to use in the way that best suits their role or purpose.
BPMN Support - Business Process Modeling Notation (BPMN) is necessary if you want to have reuseable skills brought into the organisation.
See other post to view the different technologues available or here for a video
A zoom feature is absolutly key - as is the ability to add text to the description of each activity, role, or set of either.
'Walkthrough' functionality is a must - you do not want something that you have to design your own company standard in - it should be flexible but standardised.
Ease-of-integration - point-and-click is key to any modern application
Advanced Workflow rules must be catered for - they will be necessary if you are to scale efforts in the future.
Multiple Views of a Process or a variety of ways that a process can be output for everyone to use in the way that best suits their role or purpose.
BPMN Support - Business Process Modeling Notation (BPMN) is necessary if you want to have reuseable skills brought into the organisation.
See other post to view the different technologues available or here for a video
How documentation fits into process management
Documentation of current processes and exceptions is typically gathered during the overall process discovery phase using a product like ProcessPad, but the discovery phase also provides you with a great deal of information that can be included in a simple template for a process documentation guide.
You document your processes to ensure that everyone understands them and knows who to contact when there is a problem or a change is needed. Without clear documentation, a process can quickly fall into disarray -- picture ten chefs working in a single-oven kitchen and you'll get the idea of how quickly disagreements and confusion can arise. With clear documentation, a process master can continue as designed, and changes can be made in a timely, straightforward manner that allows the organization to keep running effectively even when major transformations occur.
You can't have process documentation for one process but not the six other processes related to it. If you take that approach, users of the process will be confused and simply ignore the guides that are available. A better approach -- especially if you are undertaking the creation of these guides for your entire organization -- is to start using Process Master with either a new process or one that is currently under revision. If you don't have either of those, start with a specific department or a major process rather than trying to tackle the entire organization at once or worse, tackling random processes in the organization.
You document your processes to ensure that everyone understands them and knows who to contact when there is a problem or a change is needed. Without clear documentation, a process can quickly fall into disarray -- picture ten chefs working in a single-oven kitchen and you'll get the idea of how quickly disagreements and confusion can arise. With clear documentation, a process master can continue as designed, and changes can be made in a timely, straightforward manner that allows the organization to keep running effectively even when major transformations occur.
You can't have process documentation for one process but not the six other processes related to it. If you take that approach, users of the process will be confused and simply ignore the guides that are available. A better approach -- especially if you are undertaking the creation of these guides for your entire organization -- is to start using Process Master with either a new process or one that is currently under revision. If you don't have either of those, start with a specific department or a major process rather than trying to tackle the entire organization at once or worse, tackling random processes in the organization.
What's involved in creating process documentation?
The purpose of your document is to communicate the process management guidelines to support a specific process. The document essentially serves as the source of guidelines to be followed worldwide. The guide can be used by a wide range of audiences -- business units, partners, customer service, regional process leaders, or anyone who is involved in the specific process outlined in the guide.
Your guide can certainly include more information than what is outlined here. Always keep your organization's needs and interests in mind when you create process documentation.
I recommend using a program like Process Master or ProcessPad that automatically generates a table of contents for you based on the use of heading styles. Also, it's important to assign a clear numbering system within your document. For instance, the scope statement might be 1.0 while items included with that statement are 1.1, 1.2, 1.3, and so on. The applicability matrix might be 2.0 with subsequent numbering. A numbering system accomplishes two goals in that it makes:
Information easy for readers to find
Tracking changes to the guide an uncomplicated process
If you make a change to section 1.3, you can easily note that a revision was made to section 1.3 on a particular date and explain what the change included. Without a numbering system, you will find yourself taking a lot of time to describe the correct section. Fortunately Process Master or ProcessPad will do that all for you.
Your guide can certainly include more information than what is outlined here. Always keep your organization's needs and interests in mind when you create process documentation.
I recommend using a program like Process Master or ProcessPad that automatically generates a table of contents for you based on the use of heading styles. Also, it's important to assign a clear numbering system within your document. For instance, the scope statement might be 1.0 while items included with that statement are 1.1, 1.2, 1.3, and so on. The applicability matrix might be 2.0 with subsequent numbering. A numbering system accomplishes two goals in that it makes:
Information easy for readers to find
Tracking changes to the guide an uncomplicated process
If you make a change to section 1.3, you can easily note that a revision was made to section 1.3 on a particular date and explain what the change included. Without a numbering system, you will find yourself taking a lot of time to describe the correct section. Fortunately Process Master or ProcessPad will do that all for you.
Improve Productivity
Business Process Management Make Easy - beware of silver bullit merchants
Business Process Modeling (BPM) is usually performed by business analysts for the purpose of improving process efficiency.
Process oriented organizations need standalone process documentation for enterprise business process management, internal or external communication , or to support an IT project.
An ideal all-in-one modeling tool for visualizing, understanding, analyzing, improving and documenting business processes is a basic need.
Typical mainstream supported products are........
Process Master - the worlds fastest growing and easy to use (video of it here)
ARIS - the worlds most used in large corporations
Casewise - a bit legacy for todays environments but lots of it out there
Proforma - a technical tool but with a good roadmap going forward
iGrafx - Coreldraw gave up fighting Visio and are trying out this marketplace
Business Process Modeling (BPM) is usually performed by business analysts for the purpose of improving process efficiency.
Process oriented organizations need standalone process documentation for enterprise business process management, internal or external communication , or to support an IT project.
An ideal all-in-one modeling tool for visualizing, understanding, analyzing, improving and documenting business processes is a basic need.
Typical mainstream supported products are........
Process Master - the worlds fastest growing and easy to use (video of it here)
ARIS - the worlds most used in large corporations
Casewise - a bit legacy for todays environments but lots of it out there
Proforma - a technical tool but with a good roadmap going forward
iGrafx - Coreldraw gave up fighting Visio and are trying out this marketplace
Building A Process Framework for Compliance & Governance
Eterprises are becoming more systematic about the strategies and frameworks they have in place to optimize resources, reduce risk and gain more business value from compliance spending.
A standard for building a framework in this Video
Governance needs a systematic process. While not a new concept, governance provides the oversight that can help ensure that the appropriate people are involved, that they are involved at the right time and that they can make informed decisions to achieve optimal outcomes.
Because effective governance can help organizations weigh performance against objectives — whether they’re prescribed by external factors or internal control — compliance management efforts are integral to governance.
A standard for building a framework in this Video
Governance needs a systematic process. While not a new concept, governance provides the oversight that can help ensure that the appropriate people are involved, that they are involved at the right time and that they can make informed decisions to achieve optimal outcomes.
Because effective governance can help organizations weigh performance against objectives — whether they’re prescribed by external factors or internal control — compliance management efforts are integral to governance.
Create a scope statement
The first thing you need to include in your documentation about any process is a scope statement. Scope statements should be clear, yet as all-encompassing as possible. For example, if you have 48 sales processes, there is not necessarily a need to create 48 sets of process documentation.
Presumably, most, if not all, the sales processes will fall into just a few categories such as manage leads and opportunities, design solution steps, deliver the solutions, and deliver the services. All of these can be included in one a process library and be embedded in Process Master’s as needed.
That library, then, would have a scope statement such as "This guide will cover the following processes:" with a simple file structure to contain them all in the order needed. We recommend that you have a look at this video which will enable you to do this without needing to make any major financial or time investments
Presumably, most, if not all, the sales processes will fall into just a few categories such as manage leads and opportunities, design solution steps, deliver the solutions, and deliver the services. All of these can be included in one a process library and be embedded in Process Master’s as needed.
That library, then, would have a scope statement such as "This guide will cover the following processes:" with a simple file structure to contain them all in the order needed. We recommend that you have a look at this video which will enable you to do this without needing to make any major financial or time investments
Include the roles involved in the process
If you have a process, then you have people responsible for ensuring the process flows properly and effectively. Each of those people should have a clear role that is explained within your document. However don't be surprised if you uncover areas in the process that no one claims responsibility for. Every company has different roles assigned to a process, but it's important to think in broad terms initially. Start with the person responsible for deploying the process at its most base level and work your way up through anyone else who approves all or part of the process from design to approval to implementation. This is what we call process capture, and we strongly recommend ProcessPad for it.
Here's what I mean. Your sales processes are used in three countries: the U.K., Canada, and France. The people involved in the process range from worldwide leaders who approve the process at the highest levels to country execution teams who actually implement the process. In between are people on executive, steering, or deployment committees and teams who review and approve the finances and deployment decisions. This is where the simplicity of a Process Master comes in to save time and effort.
So, your document reflects each of these process roles with brief explanations to show where and how all of these roles fit together. Perhaps you have a worldwide process design leader who is in charge of developing and managing the business process design, documentation, and communication of all sales processes in all three countries. This person works in conjunction with worldwide business unit leaders who are responsible for the actual implementation of the process in all three countries. In turn, the worldwide business leaders must work with country business unit process leaders who take responsibility for ensuring the process is properly implemented in each country. The roles continue down to the deployment team that handles the actual hardware and software changes required.
As you can see, the roles can vary depending upon the piece of the process involved, as well as the location of the process. As you work to develop the roles and responsibilities (if they are not already established), it's important to clearly state the authority a particular role holds, too. For instance, a country execution team role might have clear authority to implement the new hardware and software but not the authority to make changes to any piece of the process. In your guide, clearly state that distinction. When the roles are reviewed, it should be easy to determine who holds final approvals for changes or exceptions, who is in charge of deployment, who handles financing, and so on.
Remember, process roles are not tied to a particular person at your company. Instead, a person fills a role. However it is not always easy to identify that in the capture/discovery phace – it may be just as simple and easy to say “Mary does it, so Mary is the role, at least for now”.
If a process role is clearly defined, then it doesn't matter who is in that role -- anyone can be designated to fill it, but that is not always a clear cut case, so you need something like ProcessPad to give you the flexibility to create the documentation without creating a load of work.
Here's what I mean. Your sales processes are used in three countries: the U.K., Canada, and France. The people involved in the process range from worldwide leaders who approve the process at the highest levels to country execution teams who actually implement the process. In between are people on executive, steering, or deployment committees and teams who review and approve the finances and deployment decisions. This is where the simplicity of a Process Master comes in to save time and effort.
So, your document reflects each of these process roles with brief explanations to show where and how all of these roles fit together. Perhaps you have a worldwide process design leader who is in charge of developing and managing the business process design, documentation, and communication of all sales processes in all three countries. This person works in conjunction with worldwide business unit leaders who are responsible for the actual implementation of the process in all three countries. In turn, the worldwide business leaders must work with country business unit process leaders who take responsibility for ensuring the process is properly implemented in each country. The roles continue down to the deployment team that handles the actual hardware and software changes required.
As you can see, the roles can vary depending upon the piece of the process involved, as well as the location of the process. As you work to develop the roles and responsibilities (if they are not already established), it's important to clearly state the authority a particular role holds, too. For instance, a country execution team role might have clear authority to implement the new hardware and software but not the authority to make changes to any piece of the process. In your guide, clearly state that distinction. When the roles are reviewed, it should be easy to determine who holds final approvals for changes or exceptions, who is in charge of deployment, who handles financing, and so on.
Remember, process roles are not tied to a particular person at your company. Instead, a person fills a role. However it is not always easy to identify that in the capture/discovery phace – it may be just as simple and easy to say “Mary does it, so Mary is the role, at least for now”.
If a process role is clearly defined, then it doesn't matter who is in that role -- anyone can be designated to fill it, but that is not always a clear cut case, so you need something like ProcessPad to give you the flexibility to create the documentation without creating a load of work.
Unified communications Process
Up until now we’ve had the same old stuff to use to communicate about process. Things like Visio, Word, , email, IM, phone, databases or documents repositories, but it’s a very static, snapshot-style Web 1.0 experience, with a unified communications technology like Process Master employees can interact and collaborate in the context of the tool and the files they’re working on. They can start to discuss things in context, which will make a big difference in how work is done.
Bruce Willis Surrogates
Now with a little imagination and a decent set of movieware, you could actually make an animated movie using ProcessPad. There is a five minute video of the stuff here
Subscribe to:
Posts (Atom)
