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Think Outside the Box*:Using The Human Interaction
Process Model
* “Damn the flowcharts, full business speed ahead.”
Admiral David Farragut
© 2009 Workflow Dynamics, Inc. Page 2
Using the Human Interaction Process Model
Introduction History of the human interaction model Key components of the HIM Workflow definition Value of workflow mapping HIM in action
© 2009 Workflow Dynamics, Inc. Page 3
Why Use a Human Interaction Process Model?
85% of the cost of doing business is related to people
85% of all business processes involve people People communicate, research, think, collaborate,
negotiate and finally commit to next steps in a process
Process attention is shifting towards office/service
“Processes don’t do work, people do.”
John Seely Brown
© 2009 Workflow Dynamics, Inc. Page 5
Where it all Began…
Fernando Flores was Chile's minister of finance -- and, later, a political prisoner. Now he teaches companies how to use assessments and commitments to transform the way they do business. The outcome: executives who speak and act with intention.
Source: Fast Company
For more of Fernando’s thinking: http://tinyurl.com/qerzht
© 2009 Workflow Dynamics, Inc. Page 6
Conversations for Action
CQMs Language Processing Method uses the Atom of Work or coordination model in which:
There are always two roles – the customer and the provider
There are four stages – prepare, agree, perform, accept
Emphasis is on collaboration and coordination of work
© 2009 Workflow Dynamics, Inc. Page 7
New View
Looking at processes with this model allows for: An Outside/In approach vs. Inside/Out
manufacturing view A focus on the customer whether internal or
external The ability to see work from many levels
100,000 feet on down – like taking the roof off of a building
The Human Interaction Modelfocuses on the interactions between a customer and a performer
Promise Statement
Customer
Prepare Agree
PerformAccept
Performer
Promise Statementneeds to articulate the conditions of satisfaction, which often include requirements and deliverables – aka the request or offer
Customer
Prepare Agree
PerformAccept
PerformerPromise
Statement
Customermeans the person who makes the request or receives an offer…nothing more
Promise StatementCustomer
Prepare Agree
PerformAccept
Performer
Performeris the person who makes an offer or to whom a request is made
Promise Statement
Customer
Prepare Agree
PerformAccept
Performer
Prepareleads to making a request or offer
Promise Statement
Customer
PrepareAgree
PerformAccept
Performer
Agreereaching agreement about the request or offer (or failure to do so)
Promise Statement
Customer
Prepare Agree
PerformAccept
Performer
Performperforming the work requested or offered and determining that the work is complete
Promise Statement
Customer
Prepare Agree
PerformAccept
Performer
Acceptincludes an assessment of the work and a declaration of satisfaction or dissatisfaction
Promise Statement
Customer
Prepare Agree
PerformAccept
Performer
“A business process is a network of requests and promises linked across the company as performers become customers in requesting commitments and actions from other performers.”
Ray Stata, Chairman, Analog Devices
© 2009 Workflow Dynamics, Inc. Page 17
The Value of Workflow Mapping
Illustrates: The flow of or movement of work and
information from process to process and function to function
How work is accomplished by departments or functions
A group of related interactions that together create customer value
© 2009 Workflow Dynamics, Inc. Page 18
Why Use Workflow Maps?
This is where the major changes take place – quicker ROI!
So you don’t ‘pave the cow path’ Determines the change to individual work process Takes less time than looking at individual work
processes or tasks Typically see 80 percent or more of the defects
that add time and cost and decrease quality and customer satisfaction
Ensures process supports strategy and objectives
Using HIM for Workflow Mappingeach interaction is visually represented by a loop and connected by links drawn between the loops
Satisfy customers with products and
services
Customers President
Offer products and services to the market
President Marketing
Contract for delivery of
products and services
President Sales
Manufacture and deliver
products and services
President Operations
Receive payment for products and
services
President Finance
Workflow Mapping Basics
Satisfy customers with products and
services
Customers President
Offer products and services to the market
President Marketing
Contract for delivery of
products and services
President Sales
Manufacture and deliver
products and services
President Operations
Receive payment for products and
services
President Finance
New Business Development Customer Acquisition
Service DeliveryReimbursement
© 2009 Workflow Dynamics, Inc. Page 21
Types of Interactions
Promise – Contains the Promise Statement, which aligns with the Organization’s mission
Primary Process– Contains the request or offer you are promising to fulfill
Sub-Process – Contains the request or offer you are promising to fulfill to enable primary process
Parallel – Happen concurrently Serial – One follows another Decisions – If/Then or Yes/No or States
Satisfy customers with products and
services
Customers President
Offer products and services to the market
President Marketing
Contract for delivery of
products and services
President Sales
Manufacture and deliver
products and services
President Operations
Receive payment for products and
services
President Finance
Promise
Promise Statement
“Maintain this facility 24/7, no matter what.”
“For the sake of our residents’ care and comfort, maintain their homes 24 hours a day, 7 days per week.”
vs.
Satisfy customers with products and
services
Customers President
Offer products and services to the market
President Marketing
Contract for delivery of
products and services
President Sales
Manufacture and deliver
products and services
President Operations
Receive payment for products and
services
President Finance
Primary Process
Primary Process
Contract for delivery of
products and services
President Sales
Present product or
service options
Customer Sales
Provide requirement
s
Sales Customer
Review contractSales Reviewer 1
Sub-Process
Primary
Review contractSales Reviewer 2
Submit order
Finance Sales
Renegotiate contractSales Customer
Prepare contract for product or
service
Customer Sales
Approved?Parallel
Serial
Yes
No
Decision
Customer Acquisition
End to End Workflow Examples
Order Fulfillment or Order to Cash – not Order Entry
New Business Development – not Marketing
Recruiting to Hiring – not H.R.
Customer Acquisition – not Sales
Order to Cash “Workflow”-How Many Processes?
Customer Service
Accounting Production Warehousing Logistics
Shipping
$
Customer
Workflow/Systems Impact
OrderSupplie
s
Purchasing
Maintain
Facility
Facilities
HirePeople
Human Resources
© 2009 Workflow Dynamics, Inc. Page 29
Workflow Map Documentationincludes…
Conditions of Satisfaction or Agreements Roles, Accountabilities and Process
Owners Business Rules Competencies of Performers KPIs – Key Performance Indicators –
workflow and individual Documents, Forms, Software Functions
© 2009 Workflow Dynamics, Inc. Page 30
What is Human Interaction Management?
A set of principles for structuring, supporting and managing human work practices
Supports “human driven” processes focused on human creativity and collaboration
Focused on the integration of organizational management with human work practices in order to implement strategy
Recognizes that people work via interactions that lead to commitments and turn into actions
© 2009 Workflow Dynamics, Inc. Page 31
Steps to Human Interaction Management
Map and assess existing workflow, and tie to business goals and strategy
Redesign the workflow to reflect organization’s goals
Define roles, accountabilities and process owners Leverage the skills and competencies of your
people by matching them to the right role Plan, pilot and roll out Measure results Continuous improvement
© 2009 Workflow Dynamics, Inc. Page 32Source: Peter Fingar, The Greatest Innovation Since BPM, March 2007
Contracted Processes
Coordinated Processes
Controlled Processes
Workflow Management
Business Process Management
Human Interaction Management
Evolution of Process Management
Source: Peter Fingar, The Greatest Innovation Since BPM, March 2007
Human Interaction Model in Action
Let’s practice!
StudentActivities
StudentObtain a Student
Identification Card
StudentActivities 1
Student
Present a photo ID toconfirm identify and
complete form to acquireID
Cashier StudentConfirm your current
status as a student andpay $1.00 fee
StudentStudent
Activities 2
Prepare ID Card:-Photograph
- Type information-Print ID Card
Student ID Card Acquisition
Only one personavailable to take picturesand only during normal
business hours
Student Library
Review student IDprocess and need as a
part of LibraryOrientation
Registrar StudentRegister for classes
online
Cannot get online ifthey do not have
ID#
Existing
Students RegistrarIssue multi-
purpose card when I register
for classes
Student ID Solution
Try it!
Contact Workflow Dynamics for:
• Consulting
• Hands on Training
• Certification
• Licensing
Learn about it!
Schedule a Training Session
Read more about it!
And
http://tinyurl.com/qczb3t
Questions?