To teach you how to understand your business from your customer’s perspective, so that you can meet their needs seamlessly.
To assist in the reduction of failed projects from the current 66%* by educating organisations on the benefits and need for accurate and detailed Business Requirements. *The latest CHAOS report statistics*.
What?How? Business Process Education Centre concentrates on teaching practical, easy to use methods that assist organisations in documenting and understanding how and what all divisions or department are currently operating and how each task from beginning to end is started, manipulated and completed. It is well documented that an organisation needs to be process centric to operate successfully in today’s markets. To fully understand the principles of process centricity the organisation needs to view its own processes from its customer’s perspective. The advantages of process centricity are:
– Business Process Improvement
A business process must be understood in it’s entirity, before the business can be improved. The methods that we make use of, and teach, view the business process without the “noise” of the current implementation structures (people who perform the task or technology that assists them). With an implementation independent view of the process, we can identify the requirements, as well as any faults in the business process itself and correct these faults. A business process that is seamless from the moment it enters the organisation from the external world’s perspective will automatically provide business process improvement (BPI), thus increasing customer satisfaction, decreasing costs and improvement of the quality of the business process.
– Business Process Management
The entire concept of Business Process Management (BPM) hinders on understanding and managing the end-to-end process seamlessly. There are many business process management tools availablein the market today. When an organisation understands its own business processes, it is in a better position to understand which tool will provide them with the benefits they require to improve the business processes. The following are the most common features provided by existing Business Process Management (BPM).
In today’s ever changing work environment it is of paramount importance that workflows that are implemented to support the business processes can be altered quickly, effectively and easily.
The ability to ensure the organisational operations are working how they are required to – in accordance with corporate policies, external mandate compliance, and other predefined business requirements.
To correct problems or bottlenecks it is important that the organisation has the ability to monitor the progress of items as they move through the business process.
For an organisation to operate at its most optimum, it must have the ability to involve the right people at the right time inside and outside the organisation, to support the business process.
To ensure total quality management, the organisation must have the ability to provide the correct checks and balances at the correct stage within the business process. This does not mean the provision ofan exception report, as these types of controls are providing after the fact quality checks.
– Total Quality Management
Once an organisation has documented and understands it’s end-to-end business processes, it is then in a position to develop a total quality management system, that is integrated into the business process. The quality requirements needed from either a regulatory perspective or service perspective should be embedded into the business process. This means that the business process can not continue until all quality assurance measures have been met. This results in fewer defects and increases customer satisfaction and quality of product or service.
Many organisations have benefited from outsourcing their business processes. Prior to making any decision regarding outsourcing it is imperative that the organisation has a clear understanding of the impact, not only financially, but on customer satisfaction too. By making use of the methods we teach, any organisation will be a position to outsource intelligently and perhaps increase customer satisfaction, whilst improving quality and reduce costs.
– Selection of Solutions
Many organisations make the decision to implement technology based on ‘gut feel’ or on the advice of the vendor sales team. We teach organisations not to fall into this trap. It is important that the organisation makes the decision to implement a new technology or change existing technology environment or to automate existing manual processes, based on fact not on fiction. The analogy would be purchasing a house based on a photograph. When choosing a packaged solution, there must be at least a 50% fit to the business process needs. With the business processes documented and understood, the organisation is in a better position to choose / select solutions based on business process requirement not “gut instinct”. With the methods that we teach, the organisation will know and understand, the business requirements, prior to signing any expensive contracts how well the solution meets the organisation’s goals and objectives.
Our fundamental approach to analysing Business Processes & Information is to create a distinct separation between the Business Requirement & the Solution Design. The Business Requirement contains a process centric view of the Business rules and data, with no implementation associated with it.
This implementation independent view of the end-to-end business process provides the organisation with the following benefits:
– The ability to streamline the organisation and improve customer satisfaction
When an organisation is viewed in an implementation independent manner from the customer perspective, we can view our business processes from the customer’s perspective. Have you ever dealt with one of your own suppliers i.e. a bank or a clothing store and felt frustrated because they are not sympathetic to your problem or issue? The root cause for this is quite simple; the organisation operates in functional silos (in department) and each silo operates in isolation as it has it’s own manager and budget. It has it’s own culture, possibly even it’s own isoldated technology solution, but, you as the customer, interact with all the silos. Therefore, you are looking into the organisation as a whole, but the organisation is viewing itself from individual silos. To create the most streamlined business processes that enable the organisation to obtain maximum customer satisfaction, reduced costs and improved quality, you must understand, document and implement the end-to-end business process, as the customer views the organisation.
– Ability to make business changes faster
In our fast moving and ever demanding world, the ability for the organisation to take advantage of technological solution improvements is imperative to organisational success. When a business change is required, the normal process of events are: understand the existing environment (i.e. the as is implementation / design) and create a new implementation (to be implementation / design). This means that we have to keep changing our solutions (technological and human) to meet the business needs without first investigating the business requirements. The majority of the changes requested by the business, (approximately 80%) are not a change to the business requriements (business rules and data), but are changes to the existing solution. As most organisation do not keep an implementation independent view of their business processes i.e., a repository of business rules and business data, every time a change is required, the business process requires modelling, taking up valuable time from the business, with little business value add, in order to produce a new solution for the change requested. When the business process requirements and the business process solution are separated, it is easier and more effective and effecient to make changes as it is not necessary to model and understand the as is business processes or the business rpocess requirement as it is already documented and stored in a repository or database of business rules and business data. The start of the business change will be to review the existing business rquirements and to invent a new solution based on the business change
Ability to create business solutions faster
A repository of the business process requirements (business rules and business data) becomes the organisational encyclopaedia of all business rules and information required to support the end-to-end business processes. With this information readily available, it is possible to invent new solutions to business problems more effeciently and effectively.
Improve Business Processing by up to 40%
It is well documented in the Business Process management world that the biggest bottlenecks and problems are caused by operating the organisation in Functional Silos instead of the end-to-end business processes viewed from the customer perspective. When you have an encyclopaedia of all the business rules and information, you can eliminate:
– Duplicated process and information
– Unsynchronised process and information
– Redundant process and information
– Unused process and information
Think out of the box
One of the biggest obstacles we have to deal with in our everyday working environment is how to think out of the box. This means to THINK BEFORE WE ACT – to reflect on what we do and try to be more creatively responsive to the REAL PROBLEM. Unfortunately our entire past history goes against this concept, because we are taught to get to a salutation quickly. In fact in business we start creating solutions BEFORE we understand the real problem. By analysing the business and creating an implementation independent view we are forced to think out of the box, because this view will challenge every aspect of the business and identify whether that aspect is analysis or design. A very good example of this concept is the call centre. The call centre is design as your organisation is not in business to be a call centre. The development of the call centre is an implementation created to improve customer service.
Reduction of re-work and re-inventing the wheel
As mentioned earlier 80% of all project as the development of a new solution for an existing business environment, and yet in every project there will be an analysis where somebody has to understand the existing environment to ensure a smooth change management process. This is not required if you have the implementation independent view of the business.