P a g i n a | 10
7. The 6 phases
a. Harvard business review (Boston)
Business Process Improvement (= BPI) must be done in a very structured way = 6 phases
continuously
plan analyze redesign acquire implement
improve
i. Plan
1. AS IS
- Interview all participants of the company to know the details of the process
- Create documents of the process including:
o Each task
o Each gateway/decision
o Each flow
- Draw the process in BPMN AS IS
- BPI= choose an existing process within this AS IS that you want to improve
2. The preparation
detect signs of trouble
select the part of the process you want to improve
define
•the scope
•goals
•schedule
assemble your BPI team
get everyone on board
BPM Axel Mortier The 6 phases
, P a g i n a | 10
a. Detect signs of trouble
Is BPI needed here?
The answer is YES, if you recognize one of these symptoms
o Customers are increasingly commenting that your company’s product has
deteriorated
o Certain procedures seem overly complicated
o Tasks
Take longer to complete than they did previously
There is noticeable variation in the amount of time different people take to
perform the same task
o Things don’t get done right the first time
o Your team(’s)
Performance is declining
Is consistentently failing to reach agreed-upon goals
o Employees are expressing frustration over confusing processes or bottlenecks
b. Select a process to improve
Probably you’ll notice several of the above symptoms
Several processes may need improvement
Which process to tackle first?
Make a Process Selection Matrix
Example: electricity supplier
o New customers complain about the amount of documents they have to fill in, with
often the same info
o Customers complain that they have to wait long on an answer of aftersales. The
technicians in turn complain that they have to endure when they show up at the
customer
o Some customers complain that it takes long to answer a question that is not yet in
the FAQ
Source of Source of
Easy to
Process Cost complaints of complaints of Total score
change
clients employees
Creating new
5 4 4 2 15
clients
Handling
2 5 3 2 12
complaints
Answering
1 2 1 4 7
questions
BPM Axel Mortier The 6 phases
7. The 6 phases
a. Harvard business review (Boston)
Business Process Improvement (= BPI) must be done in a very structured way = 6 phases
continuously
plan analyze redesign acquire implement
improve
i. Plan
1. AS IS
- Interview all participants of the company to know the details of the process
- Create documents of the process including:
o Each task
o Each gateway/decision
o Each flow
- Draw the process in BPMN AS IS
- BPI= choose an existing process within this AS IS that you want to improve
2. The preparation
detect signs of trouble
select the part of the process you want to improve
define
•the scope
•goals
•schedule
assemble your BPI team
get everyone on board
BPM Axel Mortier The 6 phases
, P a g i n a | 10
a. Detect signs of trouble
Is BPI needed here?
The answer is YES, if you recognize one of these symptoms
o Customers are increasingly commenting that your company’s product has
deteriorated
o Certain procedures seem overly complicated
o Tasks
Take longer to complete than they did previously
There is noticeable variation in the amount of time different people take to
perform the same task
o Things don’t get done right the first time
o Your team(’s)
Performance is declining
Is consistentently failing to reach agreed-upon goals
o Employees are expressing frustration over confusing processes or bottlenecks
b. Select a process to improve
Probably you’ll notice several of the above symptoms
Several processes may need improvement
Which process to tackle first?
Make a Process Selection Matrix
Example: electricity supplier
o New customers complain about the amount of documents they have to fill in, with
often the same info
o Customers complain that they have to wait long on an answer of aftersales. The
technicians in turn complain that they have to endure when they show up at the
customer
o Some customers complain that it takes long to answer a question that is not yet in
the FAQ
Source of Source of
Easy to
Process Cost complaints of complaints of Total score
change
clients employees
Creating new
5 4 4 2 15
clients
Handling
2 5 3 2 12
complaints
Answering
1 2 1 4 7
questions
BPM Axel Mortier The 6 phases
