Let Them Eat Cake: A Process Map in Frosting (287716404)
Transcript of Let Them Eat Cake: A Process Map in Frosting (287716404)
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 1/28
Let Them Eat Cake! A Process Map In Frosting
Lisa Hall • Vikki Massey
The University of Tennessee Health Science Center
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 2/28
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 3/28
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 4/28
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 5/28
What is a business analyst?
The International Institute of Business Analysis provides
this job description, “A business analyst works as a
liaison among stakeholders to elicit, analyze,
communicate and validate requirements for changes to
business processes, policies and information systems.The business analyst understands business problems and
opportunities in the context of the requirements, and
recommends solutions that enable the organization to
achieve its goals.”
Source: Investopedia.com
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 6/28
Qualities of a business analyst (BA)?
• Organized
• Good listener
• Strong communication
(negotiation) skills
• Strong facilitation skills – lead meetings in the absence
of the Project Manager
• Strong relationship skills
• Strong time management skills
Career path Project Management Role
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 7/28
How did we get started?
• Looked internally
• Provided on the job training
• Exec Dir acted as Primary BA …LOTS of meetings
• Assigned primary & secondary BA
• Developed process & templates
• Developed Master Task List – more insight into
responsibilities
• Limited BAs to three projects at a time
• Transitioning technical responsibilities• BAs becoming primary, Exec Dir taking back seat
Lesson Learned Take A Course
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 8/28
The right people in the right seats on the bus!
According to Jim Collins in Good to Great, “If we get the right people on the bus, the
right people in the right seats…then we’ll figure out how to take it someplace great.”
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 9/28
New project request processITS receives a
customer requestfor a new
application orenhancement to acurrent application
ITS meets with thecustomer to obtainmore information
about ProjectRequest.
Project TeamMeeting scheduled
with theStakeholders, PM,BA to learn more
about currentprocess and solidify
the Need.
PM developsCharter & Scope
BAs meet withStakeholders
separately to fleshout user
requirements anddevelop the User
Requirementsdocument.
Business Analystsmeet with Sponsorand ITS Director(s)
to review UserRequirements
document. Obtainsign-off fromSponsor andDirector(s).
BAs meet withSysDev Tech Leads
to review UserRequirement,
identify gaps inknowledge, andidentify potential
solutions.
Team Meetingsoccur at scheduledintervals, based on
complexity ofproject, (e.g.
Weekly ProjectMeetings)
Branding forapplicationdeveloped.
Project Teamdevelops
CommunicationPlan for rollout.
Rollout
Request could alsocome from user to
developer ormanagement, or
through Footprints.Requestor directed to
ITS PMO Request Form.
PM presents allNew Requests at
Directors Mtg oncea month to
determine who willbe involved.
Goal of this meeting is tosolidify Need. No solution will
be discussed. Purpose andscope should be clearly defined.
BAs assist indeveloping charter/
scope draft.
Guideline: 1 page forinternal ITS projects
2 pages for campus=
sponsored projectsScope Baseline created
to define scope of
project. WorkBreakdown Structure
(WBS) feeds into Project
Plan. Based on WBS,
schedule of projectdeveloped along with
projected delivery date
and timeline.
Initiation Phase
Planning Phase
Execution Phase
Develop ProjectPlan. Develop Work
BreakdownStructure (WBS).
Project Plan & WBS
Server Environmentcreated.
Programming/Developmentperformed.Database
designed/modified,etc.
Test & Refine –Meet with users to
review progress anddetermine changes.
User test casesdeveloped. Usertests application
and providesissues.
Two iterations oftest & refine
completed prior toGo Live.
Change Requestssubmitted forPhase II out ofscope items.
Close Phase
Customercompletes a ProjectRequest web form
and ITS ProjectManager is notified.
Translate intoTechnical
Requirementsdocument.
Project Team (Users& BAs) research
possible solutions:* e xisting apps
*other universities/campus apps
* Off-the-Shelf * 3rd party hosted
solutions
Develop a Matrixwith recommended
solutions andfunctionality
available. Includecost, resource
requirements, time.
Jan would like metrics:* Cost ($100 - $10k $500)
* Resources/skills assessment
* Time to complete * Level of effort
Customer makes decisionbased on this information.
Present possiblesolutions toCustomer.
Project Teamdevelops UserManual and
Training Material.
http://uthsc.edu/its/pmo/request
ProjectProject
orTask?
Tasks areprioritized by
Director of IT Deptsaffected.
Task
Based on thepriority of project,
PM schedules initialmeeting.
Project Team meetsto review and
obtain approval ofCharter & Scope
with ProjectSponsors andStakeholders.
BAs & Tech Leadsmeet with assigned
technical staff(AppDev, Web,
ComputingSystems) to reviewUser Requirement.
AdditionalQuestions forRequestor?
YES
NO
Project Planreviewed with
Project Sponsor.Delivery date
approved.
TimingMilestone
Project AcceptanceMeeting withRequestor.
Project Closed
Changes will behandled as ProjectEnhancements or
Phase II.
CIO, Project Mgr &Exec Dirs prioritize
projects
Tasks are trackedwithin department
Charter & Scope,PreliminaryProject Plan
Technical
resources do notparticipate in this
meeting, unlessneeded to supply
insight into currentapplication.
User RequirementsDocument
Facilitatedocumentation ofCurrent Process
with Project Teamand individual
Stakeholders asnecessary.
Current “As Is”BPM
Facilitatediscussion and
documentation ofthe Potential/
Proposed FutureProcess with Project
Team andstakeholders tofully understandneeds and goals.
Future “To Be”BPM
DraftUser Requirements
Document
DoesCharter or
Scopechange?
Weekly Status Reviews (emails, conference calls, meetings) with full Project Team to keepStakeholders in the loop.
We all agree thatthis is what
Stakeholders w t.
Sponsor chosessolution. NO
PM processesChange Request for
Charter / Scope.
YES
Project Teamreviews User
Requirements &Future Process
documentation forupdate.
Will FutureProcessChange?
NO
YES
BAs meet withSponsor and ITS
Director(s) to reviewUser Requirementsdocument. Obtain
sign-off fromSponsor andDirector(s).
BA develop DataDictionary and Use
Cases.
Initial Meeting may include:Requestor
CIODirectors of relevant IT Depts
Project Manager (PM)
SysDev Business Analysts (BA)(audience determined by size
and preceived scope ofproject)
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 10/28
Business Process Mapping 101
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 11/28
What is a process?
A process is a collection of activities
that takes one or more kinds of input
and creates output that is of value to
the customer
Suppliers Inputs Process Customersutputs
International Affairs
utilizes Sunapsis to
monitor & track
International
population
New UTHSC
Employee
Record in
SEVIS
Human Resources Federal Government
(SEVIS)
New
Employee
Record in
IRIS
Daily Data Feed from
HRIS into Sunapsis
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 12/28
What is a process map?
• A graphical display of steps, events and
operations that constitute a process
• Each step has a box or graphic to show an
action being taken
Process Decision
Manual
FileDocument
Database
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 13/28
Why process map?
• Provides a simplified view of a complex process
• Provides ability to “see” full process – a 360° view
• Provides ability to “see” how change will impact
“downstream” processes• Identifies non-value-add steps and process improvement
opportunities
• Provides a tool to measure process cycle times
• Articulates “As Is” and “To Be” processes in process
owner’s own words
• Provides a tool for training and business continuity
~ The Benefits ~
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 14/28
Now it’s your turn…
• 15 minutes
• Develop a Business Process Map (BPM)
• There are 8 people at each table
• 4 of you will be Business Analysts
• 2 Scribes, 1 Presenter • 4 of you will be the Process Owners
• BAs: You have 15 minutes to ask the Process Owners
questions and develop a process map, using the post-it
notes, markers, and big paper.
• The last 10 minutes of the session will be to review yourprocess map and discoveries from this exercise.
Process: How To Bake A Cake
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 15/28
How To Bake A Cake BPM
StartTake Cake Mix out
of Pantry
Assemble
ingredients
Follow directions.
Mix ingredientsRead Directions Grease pan
Pour ingredients
into pan Put pan into oven
Preheat oven
Set timer
When timer goes
off, check cake fordoneness
Remove cake from
oven Cool cake Frost cake
Serve cake Enjoy! End
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 16/28
End Result
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 17/28
Intended Result
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 18/28
How To Bake A Better Cake BPM
~ Start ~
Need a Cake
Determine type of
cake
Do
you have the
necessary cake
pans?
Will
you purchase
necessary cake
pans?
NOPurchase
Cake?NOSelect another type
of cakeNOA
irthday Cake
Wedding Cake
Fancy Dessert
Simple Coffee Cake
Other
Do
you have the
necessary skill
set?
YES
Will
you learn?NO
Take class to learn
cake making skills.
YES
A
NO
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 19/28
How To Bake A Better Cake BPM
Assemble
ingredients
Follow directions.
Mix i ngredientsRead Directions Grease pan
Pour ingredients
into panPut pan into ovenPreheat oven
Do
you have the
necessary cake
pans?
Will
you purchase
necessary cake
pans?
NOPurchase
Cake?NOSelect another type
of cakeNO
Go to store to
purchase cake
YES
End
Go to store(s) to
purchase cake
pans and necessary
ingredients
Do
you have all of the
ingredients?
YES YES
NO YES
A
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 20/28
How To Bake A Better Cake BPM
Set timer
When timer goes
off, check cake for
doneness
Remove cake from
ovenCool cake
Frost
& decorate cakeServe cake
~ End ~
Enjoy!
Is cake done?
Set the timer for 2
more minutes.
Return cake to
oven.
NO
YES
There Is No “Right” Process Map
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 21/28
Intended Result
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 22/28
How Does This Apply To IT?
~ Start ~
Need aCake
Assemble
ingredients
Follow directions.
Mix ingredientsReadDirections Greasepan
Pour ingredients
intopanPut pan into ovenPreheat oven Set timer
When timer goes
off, check cake for
doneness
Remove cake from
ovenCool cake
Frost
& decorate cakeServecake
~ End~
Enjoy!
Determine type of
cake
Do
you havethe
necessary cake
pans?
Will
you purchase
necessary cake
pans?
NOPurchase
Cake?NOSelect another type
of cakeNO
Goto storeto
purchase cake
YES
End
Goto store(s) to
purchase cake
pans and necessary
ingredients
Do
you haveall of the
ingredients?
YES YES
NO YES
A
irthday Cake
Wedding Cake
Fancy Dessert
Simple Coffee Cake
Other
Is cake done?
Set thetimer for2
moreminutes.
Returncake to
oven.
NO
YES
Do
you havethe
necessary skill
set?
YES
Will
you learn?NO
Take class to learn
cake making skills.
YES
A
NO
Have the tools & the skill set?
Design & build internally!
Don’t have the tools?
Purchase off-the-shelf (host & maintain)!
Don’t have skill set?
Select a hosted solution!
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 23/28
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 24/28
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 25/28
And, that’s the frosting on the cake!
• Our goal is to develop and install applications thatmeet the customer’s needs within our projected
time frame and within budget.
• We are successful when our
customer is happy!
• The more cakes we bake,
the better the cakes we will
bake!
• The more process maps we
do, the better they will be!
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 26/28
Quotes from Educause review
“The system’s current trajectory is not
sustainable….We’re going to have to do things
differently. We can’t go about business as usual.”President Obama
“Pressuring colleges to be less change-averse” PaulLeBlanc
“Before going to the “What should we do?”
question, leaders need to pause and ask the “What
do we do now?” question.” Paul LeBlanc
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 27/28
8/20/2019 Let Them Eat Cake: A Process Map in Frosting (287716404)
http://slidepdf.com/reader/full/let-them-eat-cake-a-process-map-in-frosting-287716404 28/28
Help Us Improve and Grow
Thank you for participating
in today’s session.
We’re very interested in your feedback. Please takea minute to fill out the session evaluation found within
the conference mobile app, or the online agenda.