BPM - Business Process Management
Work in progress...
Why am I thinking about BPM?
Typically, in a dealership when something goes wrong and a customer is upset, the dealer is forced to spend money to fix it. He then asks why it happened, to blame someone, to prevent it from happening again, etc. What response does he get? Excuses...
The problem is most managers were high performing commissioned employees that were promoted but not trained to be a manager. A few do well, but most just struggle. They are reactive, not proactive.
4DX - 4 Disciplines of Execution
We started with 4DX, but it wasn't executed properly and only a few were involved. It certainly didn't live up to its hype of a company wide execution system for the the most important priorities.
- Get out of your daily whirlwind to focus on the wildly important things
- Lead and Lag measures
Work the System
This is a book promoting a systems approach to running a business.
Each part of the business is an independent system, documented and improved from the ground up.
As an owner, you should spend your days managing the systems that are creating the results. Working on your business, not in it.
Business Process Strategy
UPN - Universal Process Notation
BPMN 2.0 - Business Process Model and Notation
SOP - Standard Operating Procedures
- Title and Scope - Begin with start and end why boxes
- Capture Activities - Throw up a bunch of what boxes not worrying about the output yet
- Outputs
- Roles
- Additional Information
- 8-10 boxes on the screen
- What, starts with a verb
- Flow left to right
- Drill down to lower level diagrams
- Add supporting information
- Lines with why between boxes are the most important
What Box - Verb and Noun
Why Box - Not a verb and noun. Powerful tool to help generate discusions about how the process really works
What?
Who?
Scan receipt
Sales Manager
Upload receipt
Sales Manager
Send for approval
Sales Manager
How? Why?
The biggest failure is spending the time mapping processes and not using them. The person doing the mapping is usually the only one that knows the process. So, how do you make sure everyone is strictly following processes?
Process Reviews
Schedule them
Make process reviews a priority when a breakdown happens.
What does that mean?
We need to encurage others to question the processes, always looking for ways to improve them. This is how we make sure the processes are correct and constantly improving. Empower others to make changes, but every change must be reveiwed and authorized to before its implemented to everyone.
More process reviews
Empowering people to do the right thing is more important than following a process. The managers job is to review all changes that happen instantly whether on purpose or not.
Problems become opportunities to improve processes
The first process mapped should be process reviews