Remember that change is uncomfortable and unsettling. And change takes time. See what you need to consider when retooling a process that's designed to be carried out by real people.
- People are important.…Every good change agent needs to remember…the people in the business process,…the customers and the employees.…Let's look at the emotions you'll need to consider…throughout your business process improvement engagement.…Let's start at the beginning.…If you're called in as an outsider to help,…don't expect to be greeted with open arms.…Often a senior executive has asked you…to help another lower level manager.…This may be embarrassing or frustrating for that manager.…
Remember you're there to help.…Listen and be patient even when they are less than friendly.…Next consider the employees in the process.…They're stressed and frustrated by the broken process.…At the same time, they're nervous…that your solution may displace them…and strangely, this bad and frustrating business process…might be their job security.…They are the only reason the process…hasn't completely fallen apart.…
They are important.…As you develop solutions, they may feel threatened.…They'll surely be frustrated by the new process…
- 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.