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CQSDI, March 16-17, 2009

Creating an Environment for Business Process

Management

Jim Lichtenthal, NASA/KSC

Process Modeling Manager

Dilbert

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What We’ll Cover …

• Background and introduction• What is a Process Culture?• Establishing a BPM Support Office• Implementing BPM support processes that interact as a system• Creating system capabilities that appeal to the organization• Recognizing key support activities necessary to support the

organization• Wrap-up

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Process Culture: Key Features (Macro-level)

• Processes used to manage are just as important as

processes used to deliver products and services• Processes are viewed as part of an integrated system• Proper integration is key to your capability to manage• Processes are prioritized• Core is king• Core processes are clearly understood by everyone

(at least at a high level)• Priorities change over time

• Processes are designed to work, not just allowed to evolve• Bad or lacking processes can be considered a risk to

mission, just as deficient hardware can be a risk

• Management recognizes processes are cross functional across

numerous organizations • Management uses the words “teamwork” and “process” interchangeably • Management realizes that they must create a culture that cultivates

process thinking, process management, and process improvement• Management considers their organization to be a Process Enterprise (all

work is process work, and is designed and managed)• Management recognizes that information systems and information

management are key capabilities that must serve the needs of all• Management recognizes that all aspects of change must be made to be as

“easy” as possible. • Management realizes that their processes define their capability to manage

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Process Culture: Key Features (Macro-level) (con’t)

• Management does not consider processes to be “administrative”• Management understands the difficulties and dangers of relying on

“tribal knowledge” to execute and manage work• Management does not allow processes to be “orphans” • When there is a problem with a process, management immediately talks

the need to get with a person (caretaker/owner)• Management ensures the employee performance review system

includes process responsibilities (design/deploy/measure/improve)• Management creates an infrastructure for supporting process

(tools, expertise, structure, a support group, process executive, etc.)• Management recognizes that process design, deployment and

improvement requires a unique skill set that must be developed• Management understands the “employee experience” (what it’s

like to work within the organization)6

Process Culture: Key Features (Macro-level) (con’t)

• Process caretakers/owners are responsible for the design, deployment, measurement and improvement of their processes

• Process owners are evaluated on how well they manage the process

that they have been empowered to lead • Process owners get together with the team (or a section of the team)

to work process issues, design process improvements and discuss performance

• Process owners are the “go to” person for the process• Processes are easy to see, easy to read, easy to understand, easy to

update/change, easy to tie back to requirements, easy to tie

to other processes, easy to see where they fit in the overall system,

easy to find, easy to access, easy to search for, easy to find who the

owner is, easy to measure, easy to share with others, etc…7

Process Culture: Key Features (Infrastructure)

• Measurement is “coupled”• People (all) can describe:

What the core business of the organization is…. What the major activities are within the core businesses… What the key enabling processes are... Where the core business is in the life cycle…. How their work contributes to the organization….. Who is their customer (internal & external) How they know when they’re doing well (or not) What current improvements are they involved with How the organization is ETDBW

• Working in the fast lane versus playing in traffic (Hammer) Less “organizational Alzheimers”

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Process Culture: Key Features (Infrastructure) (con’t)