business process analysis:
DESCRIPTION
Business Process Analysis:. Transforming Public Health in Madison County. Agenda. Introduction & Overview New Words & Concepts Business Process Analysis Concepts Overview of Methodology Business Process Analysis Tools Introduction Context Diagrams Task Flow Diagrams - PowerPoint PPT PresentationTRANSCRIPT
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Business Process Analysis:Business Process Analysis:Transforming Public Health in Madison CountyTransforming Public Health in Madison County
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AgendaAgenda
Introduction & Overview New Words & Concepts
Business Process Analysis Concepts Overview of Methodology
Business Process Analysis Tools Introduction Context Diagrams Task Flow Diagrams Business Process Matrix Practice Session
Application to Madison County DOH Breakout Session
Introduction & Overview New Words & Concepts
Business Process Analysis Concepts Overview of Methodology
Business Process Analysis Tools Introduction Context Diagrams Task Flow Diagrams Business Process Matrix Practice Session
Application to Madison County DOH Breakout Session
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Objectives of MeetingObjectives of Meeting
Understand the purpose for business process analysis for Madison County Department of Health.
Acquire skills in Business Process Analysis.
Describe the process and products of Business Process Analysis.
Understand the purpose for business process analysis for Madison County Department of Health.
Acquire skills in Business Process Analysis.
Describe the process and products of Business Process Analysis.
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Public HealthPublic Health
A.R.T.A.R.T.Public HealthPublic Health
A.R.T.A.R.T.
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Overarching GoalOverarching Goal
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PETF ObjectivesPETF Objectives
Increased staff knowledge and skills on BPA
Capacity to perform and train others in BPA activities throughout the entire department
Written 3-year plan outlining the continued implementation and evaluation of the BPA applications within the MCHD
Increased staff knowledge and skills on BPA
Capacity to perform and train others in BPA activities throughout the entire department
Written 3-year plan outlining the continued implementation and evaluation of the BPA applications within the MCHD
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PETF ObjectivesPETF Objectives
Increased awareness of the importance of a methodology for analyzing departmental business processes and understanding how this methodology will translate to process descriptions leading to improved performance
Written documentation of a BPA methodology intended to be replicated throughout the MCHD
Increased awareness of the importance of a methodology for analyzing departmental business processes and understanding how this methodology will translate to process descriptions leading to improved performance
Written documentation of a BPA methodology intended to be replicated throughout the MCHD
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Benefits of Collaborating on Business Process
Analysis
Benefits of Collaborating on Business Process
Analysis Common vocabulary and definitions Better understanding of processes that
support the work we do Opportunity to learn from others’
approaches and improve processes Documentation of processes facilitates
requirements development Interoperability Increased vendor interest in public
health Evidence to gain financial support
Common vocabulary and definitions Better understanding of processes that
support the work we do Opportunity to learn from others’
approaches and improve processes Documentation of processes facilitates
requirements development Interoperability Increased vendor interest in public
health Evidence to gain financial support
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Common TerminologyCommon Terminology
Business process Business process
analysis Business process
redesign Requirements
definition Information systems Entity Transaction Business process
matrix
Business process Business process
analysis Business process
redesign Requirements
definition Information systems Entity Transaction Business process
matrix
Business rules Task Outcome Input Output Collaboration Context diagram Task flow diagram
Business rules Task Outcome Input Output Collaboration Context diagram Task flow diagram
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ExerciseExercise
Turn to the worksheet entitled I Believe.
Quickly react to each statement and circle the rating that corresponds most closely to how you feel right now.
Turn to the worksheet entitled I Believe.
Quickly react to each statement and circle the rating that corresponds most closely to how you feel right now.
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New ConceptsNew Concepts
Q. What is the “business” of public health?
Q. What is the “business” of public health?
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New ConceptsNew Concepts
Q. What is the “business” of public health?
A. The activities we do to provide the services that meet the public health objectives of the communities we serve.
Q. What is the “business” of public health?
A. The activities we do to provide the services that meet the public health objectives of the communities we serve.
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New ConceptsNew Concepts
Q. What is a business process? Q. What is a business process?
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New ConceptsNew Concepts
Q. What is a business process? A. A set of activities and tasks that
logically group together to accomplish a goal or produce something of value for the benefit of the organization, stakeholder, or customer.
Q. What is a business process? A. A set of activities and tasks that
logically group together to accomplish a goal or produce something of value for the benefit of the organization, stakeholder, or customer.
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New ConceptsNew Concepts
Q. How are business processes relevant to:….information systems?….management systems?….Funding systems?….etc.
Q. How are business processes relevant to:….information systems?….management systems?….Funding systems?….etc.
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New ConceptsNew Concepts
Q. How are business processes relevant to the various systems?
A. Systems support the work you do, so we first need to understand how it is done.
Q. How are business processes relevant to the various systems?
A. Systems support the work you do, so we first need to understand how it is done.
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The MethodologyThe Methodology
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Business Process Analysis: Outcomes/Products
Business Process Analysis: Outcomes/Products
Documentation of business processes
Learning through collaborationBenchmarking of best practices
Documentation of business processes
Learning through collaborationBenchmarking of best practices
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Business Process Analysis Tools
Business Process Analysis Tools
Graphical Tools:Context DiagramsTask Flow Diagrams
Text Tool:Business Process Matrix
Graphical Tools:Context DiagramsTask Flow Diagrams
Text Tool:Business Process Matrix
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Freddie’s Fast FlippersFreddie’s Fast Flippers
+ + =
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Context DiagramsContext Diagrams
Who: EntitiesWhat: Transactions (exchanges)Why: The outcome of the process,
which indicates the objective has been met.
Who: EntitiesWhat: Transactions (exchanges)Why: The outcome of the process,
which indicates the objective has been met.
EntityTransactions
Entity
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P
ayment
Bill
Order detail
Greeting
Change
Burger
Drink
Fry
Customer
Burger
ord
er
Burgerstation
Drink order
Fry order
Frystation
Drinkstation
Freddie’s Fast Flippers: Order Fulfillment
Freddie’s Fast Flippers: Order Fulfillment
Com
pleted
Order
Order taker
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HOW?HOW?
task
decision
Choice B
Choice A
Information flow
task 1
task 2
task 3
Task series
task 1
task 2
task 3
Task series
Task Flow DiagramsTask Flow Diagrams
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food handlers
order taker
order
Completedorder
Greet &Order
Billing/Payment
noOrderready?
yes
Fill order
Deliver orderto station
OrderRequest
no
OrderPlaced?
Freddie’s Fast Flippers Task Flow
Freddie’s Fast Flippers Task Flow
CustomerGets order
yes
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Business ProcessesBusiness Processes
Order Fulfillment InventoryPayroll
Training Scheduling
Marketing
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Immunization Task FlowImmunization Task Flow
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Business Process MatrixBusiness Process Matrix
A table to track all of the business processes you are mapping
For each business process, the table includes: Goal Objective Business Rules Trigger(s) Task Set Inputs Outputs (Measurable) Outcomes
A table to track all of the business processes you are mapping
For each business process, the table includes: Goal Objective Business Rules Trigger(s) Task Set Inputs Outputs (Measurable) Outcomes
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Example: Order FulfillmentExample: Order Fulfillment
Goal Objective
Business Rules
Triggers Task Set Inputs Outputs (Measurable)
Outcomes
Timely provision of food and service to the customer at the best value.
Accurately process food order for and receive payment from drive-through customers in a minimal amount of time.
FDA standards for food handling; cashier does not handle food; cashier provides greeting and acts as point of contact for all food stations.
Customer arrives at drive-through station.
Greet customer; take order; process order; bill customer and receive payment; receive and deliver order to customer.
Food and beverage inventory; Inventory of paper goods (bags, straws, napkins).
Inventory orders; sales activity reports; deposits; incident reports.
Payments received, timeliness of order fulfillment; number of customer complaints; incident reports.
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Questions so far?Questions so far?
Q A&
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Business Process Analysis: Key Principles
Business Process Analysis: Key Principles
This phase is completed collaboratively, but also very quickly. The main work usually takes just one or two work sessions.
The business process analysis should extend at least one level beyond the anticipated entities and processes, to ensure that the boundaries are correct. This may involve inclusion of links to external entities.
This phase is completed collaboratively, but also very quickly. The main work usually takes just one or two work sessions.
The business process analysis should extend at least one level beyond the anticipated entities and processes, to ensure that the boundaries are correct. This may involve inclusion of links to external entities.
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Group PracticeGroup Practice
Develop Context Map, Task Flow Chart and Business Matrix for the following business process:
• Process a return at a clothing store (salesclerk)
Develop Context Map, Task Flow Chart and Business Matrix for the following business process:
• Process a return at a clothing store (salesclerk)
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Group Practice, cont.Group Practice, cont.
Create one flipchart for each of these: Context diagram Task flow diagram One row of a business process matrix
Questions we haveIssues we faced
Create one flipchart for each of these: Context diagram Task flow diagram One row of a business process matrix
Questions we haveIssues we faced
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Madison County Department of Health
Madison County Department of Health
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Breakout ApplicationBreakout Application
Discuss the application in your breakout group.
Designate a facilitator.Create one flipchart for each of
these:Context diagramTask flow diagramOne row of a business process matrix
Discuss the application in your breakout group.
Designate a facilitator.Create one flipchart for each of
these:Context diagramTask flow diagramOne row of a business process matrix
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DebriefingDebriefing
10 minutes for each Breakout: Group 1: Present work and ask
questions.Group 2: Provide feedback (BPA
Checklist).
10 minutes for each Breakout: Group 1: Present work and ask
questions.Group 2: Provide feedback (BPA
Checklist).
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Business Process Analysis: How You Know You’ve Done
Well
Business Process Analysis: How You Know You’ve Done
WellAll stakeholders: Consensus that
critical business processes, tasks, and relationships are identified
Enough information to proceed to Business Process Redesign
STOP when the incremental effort exceeds the incremental gain.
All stakeholders: Consensus that critical business processes, tasks, and relationships are identified
Enough information to proceed to Business Process Redesign
STOP when the incremental effort exceeds the incremental gain.
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I Believe…I Believe…
Go back to the worksheet on page 4 in your Participant’s Guide.
With other people at your table, discuss:Which statements do you believe?Have you had any new insights or
affirmations since you first completed this?
How do these beliefs (and the principles on pages 11 and 12) relate to our grant and our agency?
Go back to the worksheet on page 4 in your Participant’s Guide.
With other people at your table, discuss:Which statements do you believe?Have you had any new insights or
affirmations since you first completed this?
How do these beliefs (and the principles on pages 11 and 12) relate to our grant and our agency?
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TimelineTimeline
12/1/2006 2/1/2008
1/1/2007 2/1/2007 3/1/2007 4/1/2007 5/1/2007 6/1/2007 7/1/2007 8/1/2007 9/1/2007 10/1/2007 11/1/200712/1/2007 1/1/2008
Conference Calls
Milestone deliverables
Onsite Meetings
LEGEND:
Kick-OffCall
12/07/06
ProjectStatement
BPA Training
2/12-2/16
Senior Mgmt. Training
Part 1: BPA Methodology
Draft of Bus.Process Model
3-day BPRTraining
Sr. Mgmt. Training
Part 2: BPRMethodology
Redesigning Business
Processes
PlanOf
Action
BPA ProcessReport
01/05/08
BPA Policy & Procedure
Manual 01/26/08
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Questions?Questions?
Q A&