With your team project identified, now use chapter 3 "Who does What and When" as your guide
to identify team roles and responsibilities, process discovery, analysis, design and
implementation plan for BPI
Roles and Responsibilities
4 BPI Leaders:
Name & Project Role Project Responsibilities
Organizati
on
Mike Davis Executive Provides written status updates as
Sponsor required.
(APPROVER) Provides direction and responsible to
oversee the activities of the project.
Maintains authority and responsibility
for the project once it has been
approved by the Steering Committee.
Executive over the process
Supports Process Owner across the
organization
Influences process improvement
implementation across the
organization.
Nikhila Dora Project Lead A Member of the Project Core Team
(ACCOUNTABLE) responsible to Lead the Project Core
Team in partnership with the Project
Business Lead.
Ensure that the project is completed
with the approved schedule, budget,
and resource limitations.
Ensure that appropriate agency
approvals and Office of Management
and Budget (OMB) requirements have
been met in a timely manner.
Prepare project budget, schedule, and
resource requirements.
Ensure that appropriate project
funding and resources are available
prior to initiating task execution.
Ensure that project control and report
processes are in place
Manage communications and
documents.
Serve as key point person for
communication with contracted and
support services staff.
Aparna Process Owner Is responsible for the technical quality
Jeyaraman (RESPONSIBLE) of the product or service assigned to
his or her functional area
Ensures effective communications
about the project across the whole
organization
Helps the project teams create a
quality management approach and
plan
Drives implementation and
continuous improvement.
Curtis UI Designer Collaborate with product
Gilbert (RESPONSIBLE) management and engineering to
Team Facilitator define and implement innovative
solutions for the product direction,
visuals and experience
Conduct user research and evaluate
user feedback
Establish and promote design
guidelines, best practices and
standards
Conceptualize original ideas that
bring simplicity and user friendliness
to complex design roadblocks
Sakshi SME Develop new analytical methods
Yadav (RESPONSIBLE) and/or tools as required.
Work with application developers to
extract data relevant for analysis.
Develop and plan required analytic
projects in response to business
needs.
Create data definitions for new
database file/table development
and/or changes to existing ones as
needed for analysis.
Develops implementation plan.
Looks for strengths and weakness of
process.
Vihari Roy SME Establishing a detailed program
(RESPONSIBLE) specification through discussion with
clients.
Clarifying what actions the program is
intended to perform.
Breaking down program specification
into its simplest elements and
translating this logic into a
programming language.
Solutions to anticipated problems
References
http://esspa.com.au/blog/the-roles-responsibilities-of-business-process-management/
http://www.brcommunity.com/b668.php
https://businessanalystlearnings.com/blog/2013/9/14/tips-for-business-process-improvement
Process Discovery
As our product is service app we use customer care service center to track of customer feedback
in order to improve our service to gain more customer. In last 3 months our customer care service
center received average of 50 complaints daily during the peak hours of lunch regarding the food
delivery. We find this as a process where we thought to introduce feature of tracking the delivery.
Till now the mobile app was not able to provide the estimated arrival of the meal and any
information about the location of the delivery man. Due to this customers were ending up in
waiting for a long time and often cancelling the order.
We follow As-Is process where we walk through current process and analyze current state and
look which process needs improvement and work with Team facilitator and process owner to
come up with plan, analysis, design and implementation plan.
Thereby in our project we discovered the process by adding the tracking feature to the delivery
so that customer can track the delivery and if it exceeds the allocated time then we can make
100% money back guarantee with food not being charged.
References
https://en.wikipedia.org/wiki/Business_process_discovery
http://www.slideshare.net/skemsley/business-process-discovery
http://theprocessconsultant.com/asking-effective-process-discovery-questions/
Analysis
Business analysis is a research discipline of identifying business needs and determining solutions
to business problems. Solutions often include a software-systems development component, but
may also consist of process improvement, organizational change or strategic planning and policy
development.
We use MoSCoW analysis to improvement the process and gain more customer by giving 100%
money back if the food is not delivered on the time mentioned when the order is placed.
This is used to prioritize requirements by allocating an appropriate priority, gauging it against the
validity of the requirement itself and its priority against other requirements.
MoSCoW comprises:
Must have - or else delivery will be a failure
Should have - otherwise will have to adopt a workaround
Could have - to increase delivery satisfaction
Would like to have in the future - but won't have now
Value added and non-value added
Within every process there are two elements, those that add value and those that add no value,
both take time and cost us money but only one earns us money.
Non value added to our project
There are 7 waste types: defects, inventory, over-possessing, waiting, transportation, motion,
over-production, and non-utilized talent (Kilpatrick, 2003).
So when you examine each step of a process you should be asking these questions;
Is this step changing the form or character of the product?
Does this step meet an explicit customer requirement?
If the answer is yes then we should then ask ourselves if there is a more economical way to
perform this step. This is where the many lean manufacturing tools come into play to help you
identify those steps that dont add value and to eliminate them.
References
https://en.wikipedia.org/wiki/Business_analysis
http://smallbusiness.chron.com/analysis-process-improvement-14226.html
http://www.slideshare.net/EnfocusSolutions/business-process-analysis-11471310
BPI Design, Development and Implementation
With all the key steps defined, discussed & documented, The conceptual idea must now be
turned to a real process. This process begins with identifyig required resources and continuous
discussion of the proposed plan until it is thoroughly accepted and agreed. A great care must be
taken in documenting and training to benefit those using the improved process. The better they
understand the change, the more likely it is to be successful. This will also assist in further
improvements to the new process down the road.
In this app, we are trying to include a tracking system in the app so that customers will be able
to track their order delivery on real time basi. Drivers who pick and drop the order have mobile
devices from Vibe, similar to rideshare services, which will enable the system to track the
designated driver travel on real time through that device. This information can be seen on a
virtual map on the customers phone who chose to track their order. Order status and tracking is
an optional service, where a customer has to click on Track My order button to access the
location similar to how you track your Uber or Lyft.
After the functionality is developed, Several iterations of testing are carried out that test the
functionality alone as a process and as an attached feature of the whole system which will tell
us if the functionality has created any new problems to the existing app. This is called regression
testing. Once the functionality and the app altogether passes the testing round, implementation
will successed this process.
Despite how well We plan and develop a new process, A first pilot is necessary and a set of
Beta customers are given initial access to test the accuracy and latency on the function after
deployment, which will be the initial part of implementation. All vitals and stats are closely
monitored before full-scale implementation. We have to make sure methods of measurement
are in place so we can determine where there is actual improvement and so we can identify any
areas that need fine turning. The team shall continue to monitor the process after full-scale
implementation. Problems may arise that could not be foreseen and must be addressed. An
implementation strategy can be designed to thoroughly document every detail and can be
shared across the team which will involve how updates are sent to the existing downloads of the
app across the customer base and how customers will be notified regarding the privacy
stataement and agreement etc.,
Before the full scale implementation, The customer service team and any direct impacted teams
and stake holders must be properly trained about the process improvement through training
sessions and all the relavent documentation must be provided. A hotline with Technical support
from the team should also be open during the initial 3 months of the implementation to take care
of urgent issues.
References:
https://www.linkedin.com/pulse/five-steps-business-process-improvement-bpi-devil-details-scotty
http://itmanagersinbox.com/846/the-7-stages-of-business-process-management/
