Best Practices for Using Process
Best Practices for Using Process
Frameworks to Get Real Work Done
An APQC Collaborative Benchmarking Study
Is your organization…
struggling with organizational change?
trying to standardize processes across a given functional or cross‐functional area?
trying to standardize processes across a given functional or cross functional area?
lacking a mechanism to effectively organize enterprise information?
working with fewer resources to perform ever‐more‐complex processes?
facing tighter budgets with the same growth targets?
facing tighter budgets with the same growth targets?
dealing with turnover in key personnel, resulting in a lack of people who know the
specifics of your processes?p y p
attempting to benchmark itself to determine where to invest in performance
Why Should You Participate in This Research?
h
Access to best‐practice organizations and a network of peers and
colleagues
Kickoff meeting during APQC’s member meeting in November
Kickoff meeting during APQC s member meeting in November
At least three in‐person site visits with best‐practice partners, as
identified by APQC
Culminating in‐person “knowledge transfer session”—key findings,
lessons learned, best‐practice partner presentation, and Q&A lessons learned, best practice partner presentation, and Q&A session. h
Documentation to share with stakeholders in your company
Screening profiles, case studies, final report hC
f
t
ti i ti
hConsequences of not participating
Repeating the mistakes made by organizations that have done this work before Organization seen as “stale” Loss of senior leadership support and confidence Greater attrition rates among high‐potential employees Continued “firefighting” and “heroes” saving the day Wasted effort navigating organizational resources and knowledge
Key Questions to Ponder
y Q
h Are you using process frameworks, like APQC’s Process Classification
Frameworksm (PCF), in your organization or do you know of any other
groups that are using them?
h Is your organization or function looking to standardize processes or job
activities?
h Is your organization or function looking for a way to manage, measure, or
govern work? govern work?
h Is your organization experiencing any “pains” around clarity of roles or job
duties or experiencing frustration with staying coordinated?
h Is your organization or function looking for a way to better manage key
processes collaboration content information or other key assets? processes, collaboration, content, information, or other key assets?
h Has your organization examined the use of process frameworks in the
past? What was your experience?
h Does your organization have any of the following: More than one accounting department?
More than one HR department?
A shared services center, but still someone at the office who does a little
procurement/accounts payable/accounts receivable/etc. on the side? Inconsistent IT procedures and policies, or a proliferation of off‐the‐shelf
APQC Team
Q
h
Project manager: John G Tesmer
h
Project
manager:
John
G.
Tesmer
h
Subject
matter
expert:
Jeff
Varney
S d
d i
bb
APQC’s History in This Topical Area
Q
y
p
hInternally
Author of the PCF more than 15 years ago
¾ We use the PCF for content management in our Knowledge Base. ¾ It is our most downloaded document by far.
¾ We get calls daily regarding the PCF and how to apply it. ¾ We get calls daily regarding the PCF and how to apply it.
h
Externally
Collaborative Research
¾ Business Process Management (2005)
¾ Using Technology to Enable Business Processes (2006) ¾ BPM: Making It Personal (2007)
¾ Process Measures and Analytics (2008) ¾ Operatingp g Tactics in Toughg Times (2009)( )
Practitioner Series
¾ People, Process, and Technology: A Triple Play (2008) ¾ BPM: Process Measures and Analytics (2010)
U
i
R
h
Project Manager and SME: John G.
Tesmer
Tesmer
h
Manager,
Open
Standards
Research,
Research
Services
h
OMG Certified Expert in BPM
, 2009
h
OMG
Certified
Expert
in
BPM
,
2009
h
Manager
of
APQC’s
Open
Standards
Research,
including
the
Open
Standards
Benchmarking
operation
and
the
Process
Classification
Framework
h
Has
been
managing
projects
of
varying
complexity
and
scope since 2000
scope
since
2000
Subject Matter Expert: Jeff Varney
j
p
J
y
h
Senior Adviser within APQC’s Advisory
h
Senior
Adviser
within
APQC s
Advisory
Services
group
h
Process improvement lead within APQC
h
Process
improvement
lead
within
APQC
h
Project
Management
Professional
and
b
f h P j
M
member
of
the
Project
Management
What Are the Objectives of This Study?
j
y
h
Enable
participants
to:
Understand how process frameworks might
Understand
how
process
frameworks
might
help
them
better
manage
key
facets
of
their
business.
Understand
how
organizations
have
assessed,
adapted,
and
adopted
process
frameworks
to
meet their needs The
an nderstand if
meet
their
needs.
They
can
understand
if
process
frameworks
would
help
them,
and
then
adopt
p
frameworks
more
effectively
y
should
they
choose
to
do
so.
Understand
the
real
business
impact
of
using
f
k
APQC Benchmarking Methodology for This
Project
Project
Plan
•ID research champions and sponsors •ID research champions and sponsors •Develop best‐practice criteria •Verify best‐Practice partners •Draft project questionnaires
Collect
•Conduct kickoff meeting and integrated site
visits
Report
•Conduct face‐to‐face knowledge transfer
session
•Administer project detailed questionnaire •Conduct additional site visits
•Present research findings
•Attend breakout sessions/”deep dive”
presentations
•Participate in collaboration/discussion sessions
Analyze
•Analyze project data •Develop case studies •Develop key findings
