Recently, I was at a social gathering with many Emergency and Rescue workers in attendance. As discussions developed around me, I was asked “What do you do?” Usually, I have a standard answer such as “I’m a Business Consultant”, which really provides limited information as to my career. However, this time I thought about it. What do I do? I map a course amid chaos.
Mapping a course amid chaos. What is chaos? Emergency workers are frequently working amid chaos. Chaos epitomizes emergency situations and rescues, treating and encountering people during their most difficult situations. Businesses also have situations that create chaos: computer system changes, government regulation changes, company and departmental mergers, or continuous improvement challenges.
How is a course mapped through chaos? My role is to map a course using Business Process Engineering methodology. When the business needs assistance in overcoming changes and challenges, netlogx will sit down with the business to discuss the issues and determine a plan to overcome the changes and challenges using Business Process Engineering. The scope and goals of the project are determined. The business will select their subject matter experts and resources, and netlogx will assign a team to carry out the project. The team will manage the project, schedule sessions, facilitate sessions, map processes, analyze processes, record issues and document notes.
Business Process Engineering is made of several steps. A kick-off meeting is scheduled to explain the project, explain the process and set expectations. Process topics are determined and appropriate subject matter experts for each topic are identified. Benchmarks and any current metrics surrounding these processes are collected to provide a baseline for process improvement analysis once the project is complete.
Mapping sessions are held with the subject matter experts around each topic identified. Current “As Is” processes are mapped for each topic and any associated issues are noted. Business requirements needed for future processes are documented. Analysis of “As Is” processes is performed to identify inefficiencies and areas where the needs of the business are not being met. Future “To Be” processes are mapped for each topic, taking into consideration the analysis performed, and the issues and requirements identified in the “As Is” mapping sessions. The need for creation or updates of specific desk level procedures and policies can be ascertained at this time.
Business process testing is performed, and updates made based on testing findings. Training is performed on the new processes. The new processes are rolled out. Periodic review of the new processes is made after roll-out, with updates made to the processes as needed using a change control methodology. Final review of the new processes and the corresponding benchmarks and metrics is performed to provide a measurement of success.
Business Process Engineering provides a way for the business to map a course through chaos. The business is able save both time and money by increasing efficiency and by implementing a continuous improvement process. They are able to meet the demands of a changing business environment.