[Chapter 8] Process Redesign

Question 1

What is the devil’s rectangle? Which are the dimensions?

Answer 1

Improving a process along one dimension may very well weaken its performance among others.
Time, Cost, Quality and Flexibility.

Question 2

What is the redesign orbit? Which are the dimensions?

Answer 2

1st dimension (x)
- Transactional methods. Seek to identify problems and resolve them incrementally, one step at a time. Do not challenge the current process structure.
- Transformational methods. Aim to achieve breakthrough innovation. Put into question the fundamental assumptions and principles of the existing process structure.

2nd dimension (y)
- Analytical methods. Tend to have a strong mathematical and quantitative focus. Embrace tools and technology.
- Creative methods. Rely on human creativity and ingenuity. Embrace group dynamics.

3rd dimension (circles)
- Inward-looking methods. Consider the process from the perspective of the internal organization.
- Outward-looking methods. Consider the process from an outsider’s perspective.

Question 3

Explain the 7FE method (Transactional, Creative, Inward).

Answer 3

Process analyst is a facilitator of workshops. Need to ask lots of “what if” and “why this” questions. Should not accept what he/she is told (the first time).

Question 4

Explain the Heuristic Process Redesign (Transactional, Analytical, Inward).

Answer 4

Uses a fixed list of redesign heuristics to determine potential improvement actions on an existing process.
- Time (parallelism, remove batch and periodic activities).
- Cost (eliminate NVA activities, give workers more authority).
- Quality (split activity into different versions, let the participant perform as many steps as possible so the knowledge is not lost).
- Flexibility (assign activity to the most specialized participant).

Question 5

Explain NESTT (Transformational, Creative, Outward).

Answer 5

How participants in a workshop use the spatial affordances of a dedicated room.

Question 6

Explain Process Model Canvas (Transformational, Creative, Outward).

Answer 6

Allows firms to reason about the value proposition behind their business process. Why a customer engages and how can we reach the wow.

Question 7

Explain Business Process Reengineering (Transformational, Analytical, Inward).

Answer 7

• Make sure that information is captured fresh at the moment it is produced, and at the source by the stakeholder who is producing it.
• Integrate information processing work.
• Let those who have an interest in the output of a process not only
  participate in it but drive it all the way.
• Put every decision point in a process preferably at the place where work is performed.

Question 8

Which method is Transformational, Analytical and Outward?

Answer 8

Product-based Design (start with the product and eventually reach the model)

Question 9

Which are the 3 basic levels for Process Redesign Heuristics?

Answer 9

1) TASK level.
2) FLOW level.
3) PROCESS level.

Question 10

Explain all the H’s for the Process Redesign Heuristics levels.

Answer 10

1) TASK
H1 - Task elimination (eliminate NVA steps and reduce manual control steps like checks and approvals).
H2 - Task composition (merge or split activities)
H3 - Triage (general task divided into 2 alternative tasks (“check” into “simple check” and “complex check”)

2) FLOW
H4 - Resequencing (order tasks based on cost/effect - normally most selective checks first)
H5 - More parallelism

3) PROCESS
H6 - Process specialization or standardization
H7 - Resource optimization (flexibility, qualitity or empower of workers)
H8 - Communication optimization (use asynchronous communication)
H9 - Automation