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Programme 5
Business Process Management
Fix the process before you automate it, and give every process an owner.
The BPM lifecycle
Six stages, one owner
| Stage | What happens | Typical tools |
|---|---|---|
| 1. Identify and map (as-is) | Choose the process, set its boundaries and map how work really flows today. | Process architecture; SIPOC; swimlane maps; BPMN |
| 2. Analyse | Find delays, rework, hand-offs and non-value-added steps; measure the baseline. | Value-added analysis; cycle time; root cause analysis |
| 3. Redesign (to-be) | Design the improved process and agree roles. | To-be map; RACI; standard work |
| 4. Implement | Roll out the new process, procedures, systems and training. | SOPs; workflow and automation tools; change management |
| 5. Monitor and control | Track process KPIs and review them with the process owner. | Process KPIs; dashboards; performance dialogue |
| 6. Continuously improve | Use the results to keep improving the process. | Improvement backlog; regular reviews |
Two starting points
Tailored to your case
Organisations usually come to BPM with one of two challenges. The programme is tailored to fit either case.
| Case | What you are facing | How the programme helps |
|---|---|---|
| 1. Process reengineering | “Our processes are slow and nobody owns them end to end.” | Process reengineering helps simplify, harmonise and standardise processes, and assign the proper accountability. |
| 2. Strategy to operations | “Our operations are not aligned with our strategies and it is difficult to pivot.” | BPM helps align high-level strategies with daily operations, capitalising on process engineering and digitalisation. |
Link to OPI
When the root cause is a process
When OPI root cause analysis points to a process, a hand-off or an unclear owner, BPM provides the fix. Process KPIs then feed back into OPI performance measurement.
Formats
Typical options
- 2-day process mapping and improvement workshop.
- 5-day practitioner programme with a live process.
- Process owner coaching.
Using AI in BPM
See how work really flows
| Where AI helps | How | Human check |
|---|---|---|
| Discovery | Process mining reads system event logs to show how work flows, where it waits and how often it loops. | Teams confirm with the people who do the work. |
| Mapping | Turn interview notes or written procedures into draft process maps and SOPs. | Process owners review every step. |
| Redesign | Suggest steps to remove, combine or automate; simulate the effect on cycle time. | The team decides the to-be design. |
| Running the process | Automate routine steps, classify documents and route requests. | Exceptions and approvals stay with people. |
Example
From 11 days to 4
IllustrativeA maintenance work-order process has 14 hand-offs across four departments and takes 11 days from request to job start. Mapping and analysis cut it to 6 hand-offs, give the process one owner and automate approvals under a set value. Cycle time falls to 4 days.
Talk to us about your performance gap
Email our consulting advisor at advisor@oscarinitiatives.com or call +60 16 323 7799.