Analyzing your Business Processes and Documenting Procedures Business Manager Curriculum February 2014

Analyzing your Business Processes and
Documenting Procedures
Business Manager Curriculum
February 2014
Facilitators:
Greg Verret
Phil Maher
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Agenda
• Module 1: Process Analysis
• Module 2: Process Documentation (a.k.a.– “Procedures”)
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Module 1:
Process Analysis
Understanding and Defining Your Business
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What is “Process Analysis”?
• Review of existing business functions, activities, and tasks that
enable the execution of your department’s operations
• Identifies key inputs, outputs, dependencies and hand-offs
• Enables continuous improvement
• Not just process mapping
• Usually confused with procedures
• Often is missing
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Process vs. Procedure
Process
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≠ Procedure
A process consists of the
underlying functions, activities
and tasks your organization
must perform to fulfill its
mission.
A procedure refers to
documented instructions
used by your personnel to
perform the actions
required to operate your
business processes.
What are you in the business
of doing?
How do I do it?
Terminology
Process Function: A group of related activities or tasks that accomplish a
specific objective.
Activity: A component within a process function; usually represents a collection
of related tasks.
Task: A component within an activity; usually represents a specific action to be
performed by a specific individual.
Once we’ve defined our process….
Procedure: A documented set of instructions used to guide personnel in
performing the related activities and tasks within a process.
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Business Process Breakdown
These levels can be combined,
depending on the complexity of the
process.
Procedural documentation should
focus on describing the actions that
occur at these levels.
Adapted from the Business Process Management Institute, “Analyzing the ‘As-Is’ Process”.
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Business Process Breakdown (continued)
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Business Process Breakdown Example
• This is the “50,000-foot” view
• Each green box represents a process function, with sub-processes listed underneath
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Business Process Breakdown Example (continued)
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Key Points
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•
Process ≠ Procedures
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You must first define and organize your business into process functions (50,000foot view)
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Then, drill-down into each process function and identify the underlying subprocesses/activities/tasks that occur (5,000 foot view and below).
•
Meet in a room with a whiteboard and map it out (Microsoft Visio is also helpful)
•
Try to keep it simple – only include as much detail as you need to identify the key
actions/tasks
Module 2:
Process Documentation Basics
Best Practices on How to Develop and Maintain Procedure Documentation
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What’s a Process Function?
A group of related activities that accomplish a specific objective, process
functions have:
o A goal
o Clearly defined boundaries (beginning and end)
o Use resources
o Are consistently executed
o Produce consistent results
o Adds value without including unnecessary activities
o Can be internal (support) or external (primary)
o Cross functional areas
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A Process function…
• Includes a set or series of related activities/tasks that accomplish a
single purpose
• Provides for needs of internal or external customers
• May involve multiple skill groups, people, or departments
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An Activity…
• Includes tasks that complete a single deliverable of a process
function
• Starts or finishes when one of the following occurs:
• Objective or result changes
• Work is handed off to another unit
• A break occurs in the contiguous time it takes to
complete the activity.
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A Task is…
• A component within an activity; usually represents an action to be
• Performed by a specific individual
• Utilizes a single form of technology
• Occurs in the same contiguous time period
• All tasks must be completed in an activity to produce a
meaningful deliverable
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A Procedure is...
Process
A documented set of instructions used to guide personnel in performing
the related activities and tasks within a process.
The how to do it
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Well-designed activities/tasks are typically …
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Measurable
Repeatable
Sustainable
Have customers (internal or external)
Produce an output of value to that customer
Have definable boundaries (start and end points)
Have an identifiable “owner”
Have internal controls built into it
Why is documenting process functions, activities and
tasks important?
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Reduces operational ambiguity
Continuity of operations
Useful as a training tool
Auditors will ask and test
Identifying what process functions, activities and tasks are
Helps identify measurable results
Knowing what you’re trying to accomplish/purpose
Aligning processes with your units mission and goals
Aligning processes with the University mission and goals
You can’t improve your process if you don’t know what it is
Why is documenting process functions, activities and
tasks important?
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Identifies value added and non value added tasks
Identifies design inefficiencies/gaps
Identifies internal controls
Automation (evaluate and change your process before you automate)
Gives a better understanding of how processes relate
Helps identify strengths and weaknesses
Reduces risk
Before you start-think about the following:
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What do your customers (internal or external) require (output)
What do you require from your suppliers (input)
Do you know of any gaps (expectations, performance or requirements
that aren’t being met)
Any current data
What happens now?
Now what do I do?
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Plan
Analyze
Research
Prewrite
Draft
Format
Review
Edit
Approval
What should a procedure document look like?
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Title
Goal and Objective
How often is the activity performed?
Who owns the activity?
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Dates
Step by step (task)
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Include links to documents, laws, policies, other documents
How to do it = procedure
Define your terms and acronyms
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Department
Office
Responsible person
Process Document Example
Process Document Example
Writing the step by step activity
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Start with the end in mind
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Who receives the result?
No step is too small
Use simple language
Define your terms and acronyms
Internal controls are important
Can the results be measured?
Showing an example of the completed process
Flowcharts
• A simpler way to document an activity (supplements procedure
documents)
• A visual view or diagram
• Shows the tasks
• Swim lanes
• Identifies the participants
• Used for:
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Design
Documentation
Management
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Flowchart - Payroll
How do I know if I got it right?
Test it!!!!!!
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Questions?
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