Frameworks to Get Real Work Done

Best Practices for Using Process Frameworks to Get Real Work Done An APQC Collaborative Benchmarking Study

Is your organization struggling with organizational change? tryingto to standardize processes across a given functional or cross functional area? lacking a mechanism to effectively organize enterprise information? working with fewer resources to perform ever more complex processes? facingtighter budgets with the samegrowth targets? dealing with turnover in key personnel, resulting in a lack of people who know the specifics of your processes? attempting to benchmark itself to determine where to invest in performance improvement? 2010 APQC. ALL RIGHTS RESERVED. 3

Why Should You Participate in This Research? Access to best practice organizations and a network of peers and colleagues Kickoff meeting during APQC s member meeting in November At least three in person site visits with best practice partners, as identified by APQC Culminating in person knowledge transfer session key findings, lessons learned,best practice partner presentation, and Q&A session. Documentation to share with stakeholders in your company Screening profiles, case studies, final report Consequences of not participating i Repeating the mistakes made by organizations that have done this work before Organization seen as stale Loss of senior leadership support and confidence Greater attrition rates among high potential employees Continued firefighting and heroes saving the day Wasted effort navigating organizational resources and knowledge 2010 APQC. ALL RIGHTS RESERVED. 4

Key yquestions to Ponder Are you using process frameworks, like APQC s Process Classification Framework sm (PCF), in your organization or do you know of any other groups that are using them? Is your organization or function looking to standardize processes or job activities? Is your organization or function looking for a way to manage, measure, or govern work? Is your organization experiencing any pains around clarity of roles or job duties or experiencing frustration with staying coordinated? Is your organization or function looking for a way to better manage key processes, collaboration, content, information, or other key assets? Has your organization examined the use of process frameworks in the past? What was your experience? Does your organization have any of the following: More than one accounting department? More than one HR department? A shared services center, but still someone at the office who does a little procurement/accounts payable/accounts receivable/etc. on the side? Inconsistent IT procedures and policies, or a proliferation of off the shelf software that doesn t mesh well? 2010 APQC. ALL RIGHTS RESERVED. 5

APQC s History in This Topical Area Internally Author of the PCF more than 15 years ago We use the PCF for content management in our Knowledge Base. It is our most downloaded document by far. We get calls daily regarding the PCF and how to apply it. Externally Collaborative Research Business Process Management (2005) Using Technology to Enable Business Processes (2006) BPM: Making It Personal (2007) Process Measures and Analytics (2008) Operating Tactics in Tough Times (2009) Practitioner Series People, Process, and Technology: A Triple Play (2008) BPM: Process Measures and Analytics (2010) Upcoming Research Advanced Working Group: Process Maturity (2010) 2010 APQC. ALL RIGHTS RESERVED. 8

Project Manager and SME: John G. Tesmer Manager, Open Standards Research, Research Services OMG Certified Expert in BPM, 2009 Manager of APQC s Open Standards Research, including the Open Standards Benchmarking operation and the Process Classification Framework Has been managing projects of varying complexity and scope since 2000 2010 APQC. ALL RIGHTS RESERVED. 9

Subject Matter Expert: Jeff Varney Senior Adviser within APQC s Advisory Services group Process improvement lead within APQC Project Management Professional and member of the Project Management Institute 2010 APQC. ALL RIGHTS RESERVED. 10

What Are the Objectives of This Study? Enable participants to: Understand how process frameworksmight might help them better manage key facets of their business. Understand how organizations have assessed, adapted, and adopted process frameworks to meet their needs. They can understand if process frameworks would help them, and then adopt frameworks more effectively should they choose to do so. Understand the real business impact of using process frameworks. 2010 APQC. ALL RIGHTS RESERVED. 12

APQC Benchmarking Methodology for This Project Plan ID research champions and sponsors Develop best practice criteria Verify best Practice partners Draft project questionnaires Report Conduct face to face knowledge transfer session Present research findings Attend breakout sessions/ deep dive presentations Participate in collaboration/discussion sessions Collect Conduct kickoff meeting and integrated site visits Administer project detailed questionnaire Conduct additional site visits Analyze Analyze project data Develop case studies Develop key findings ID critical success factors and enablers Highlight successful practices 2010 APQC. ALL RIGHTS RESERVED. 14 14

Key Dates Best practice partners announced October 2010 Kickoff, site visits, and APQC member meeting November 2 5, 2010 Additional site visits December 2010/January20112011 Knowledge Transfer Session January 2011 2010 APQC. ALL RIGHTS RESERVED. 16