Copyright Dr. Thomas L. Franke, Ms. Candace F. Benson, and Ms. Dixie L. Lawson (2003). This work is the intellectual property of the authors. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the authors. To disseminate otherwise or  to republish requires written permission from the authors.

This work also includes copyrighted material from A Practical Guide to Information Systems Process Improvements (2001) by Anita Cassidy and Keith Guggenberger, published by CRC Press which is included by permission of the publisher.

Steps in Process ImprovementSteps in Process Improvement

I. Getting Started

II. Process Identification

III. Process Selection

IV. Current State

V. Process Plan

VI. Future State

VII. Implementation

The following content was taken from “A Practical Guide to Information Systems Process Improvement” by Anita Cassidy and Keith

Guggenberger.

Getting StartedGetting StartedStrategic PlanStrategic Plan

• A strategic plan is a process that reflects dynamic changes to the business.

• The strategic plan should be used when creating process objectives.

• If a strategic plan doesn’t currently exist, then work should begin on one.

Getting StartedGetting StartedProject Goals and MetricsProject Goals and Metrics

• Develop process and project goals.

• Plan metrics to measure process progress.

• Metrics tell the organization how well it performs a process and how well it achieves specified goals.

Getting StartedGetting StartedIS EnvironmentIS Environment

• Very important to fully understand the current environment.

• This can be accomplished by viewing documentation and conducting interviews.

• Be aware of any current issues that may exist.

Getting StartedGetting StartedProject TeamProject Team

• Establish a project team

• Size of team

• Identify member roles and responsibilities

• Determine tools to be used

• How will everything be documented

• Determine meeting places and times

Getting StartedGetting StartedProject PlanProject Plan

• A project plan should include the following:– Mission Statement– Defined Scope of project– What the project should accomplish (goals)– Justification for the proposed changes– Designate team members– Tasks– Time schedules– Team Roles and Responsibilities– Training

Getting StartedGetting StartedTrainingTraining

• Team members must be trained on – Tools to be used for the project– Process fundamentals

• Training for other support personnel

• Training for end users

Things that may affect project Things that may affect project successsuccess

• Delays in starting project

• Group cohesion

• Unclear or unrealistic project goals

• Undefined or unclear plan of action

• Not enough support from management

• Lack of proper resources

• Little or no training

Process IdentificationProcess Identification

• Identify and understand the current activities.

• Are any of the current activities documented?

• Identify why the process is needed

• What are the benefits of the process?

• List any major issues that may currently exits with each process

Process SelectionProcess Selection

• Rate the value and prioritize each process on a set criteria

• Identify processes to change

Current State Current State

• Collect information for each process

• Flowchart the current processes

• Review flowcharts

• Make changes if necessary

• Approve process

Process PlanProcess Plan

• Review process goals

• Define the measures of the new processes (metrics)

• Create the process plan

Future StateFuture State

• Assign an owner to each process

• Schedule process redesign meetings

• Develop any new processes

• Documentation

ImplementImplement

• How will this process effect technology and people?

• How will the process be implemented?

• Are there any risks involved?

• Implement the new process.

• Monitor the process

• Can the process be improved?

Sample ProcessesSample Processes

• Create a Remedy ticket

• Install software

• Change network password

• Other tasks performed by department

Conclusion & DiscussionConclusion & Discussion