As you start to tackle improving a business process, you need to evaluate the stakeholders. Who are they and what are their goals? Hear what else you need to consider about your stakeholders.
- Let's suppose you're tasked…with fixing an organization's call center process.…This call center primarily takes customer orders…for clothing, but it's having problems.…Errors in orders, customer complaints,…slow processing times.…These might be just a few of the problems.…So where would we start?…Well, we first need to identify the stakeholders and goals,…because they're at the center…of every process improvement engagement.…So let's start with our stakeholders.…Who are the people that will be impacted by this process?…Remember, we've been asked to improve a call center process,…so our operators…and the call center managers will be impacted,…and so will the customers.…
But it goes far beyond just the caller and call center team.…The information collected on that phone call…will be important to the pickers and packers of the order…and the delivery team.…And if something goes wrong,…our customer service team may get involved.…During the phone call,…data important to our marketing team…and accounting team will be collected.…
Author
Eddie Davila
Released
2/25/2019- Recognize examples of assumptions in bad business processes.
- Recall which mindset leads companies to keeping business processes that worked previously but will not work in the future.
- Identify two key characteristics of a new business process.
- Determine if a block in a block diagram is out of place.
- Explain the advantage of using a flowchart when introducing an improved process to stakeholders.
- Summarize the importance of gap analysis.
- List the order in which you should present information when showing your new business process to stakeholders.
- Name two items you must provide to a client when a plan is ready to be approved.
Skill Level Intermediate
Duration
Views
-
Introduction
-
1. Business Process Basics
-
What is a business process?1m 49s
-
-
2. Bad Business Processes
-
Cow path theory3m 22s
-
3. Being a Good Change Agent
-
Become a change agent2m 15s
-
-
4. Tools and Techniques for Improving Processes
-
Tool: Block diagrams2m 41s
-
Technique: Manage your scope1m 38s
-
5. The Process for Improving a Process
-
Case study: Desired state3m 27s
-
Gap analysis and scope2m 26s
-
Develop process solutions2m 25s
-
Process implementation plan2m 25s
-
-
6. Selling Your Solution
-
Get their attention1m 53s
-
Convince your audience2m 49s
-
Make the idea real1m 43s
-
-
Conclusion
-
Next steps43s
-
Take notes with your new membership!
Type in the entry box, then click Enter to save your note.
Press on any video thumbnail to jump immediately to the timecode shown.
Notes are saved with you account but can also be exported as plain text, MS Word, PDF, Google Doc, or Evernote.
Share this video
Embed this video
Video: Case study: Stakeholders and goals