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Business Process Improvement

Business Process Improvement 1
cictf13bpi Business Process Improvement The University of Michigan Laurie Herman Lynne Ertel cictf13bpi AGENDA ● Why process improvement ● Our journey ● Our methodology ● How we applied it ● Where we are now ● What are you doing cictf13bpi WHY PROCESS IMPROVEMENT Process Improvement is tied to being a valuedriven IT service organization. cictf13bpi Our Journey Setting a New Course ● Considered the direction of UM IT ● Aligned Ourselves ● Set a Course cictf13bpi Our Journey And We’re Off ● Vision ● Skills Development ○ Business Process Modeling Notation (BPMN) ○ Lean Office ● Test Cases ● Methodology and Tools ● Service Management Alignment cictf13bpi OUR PROCESS IMPROVEMENT METHODOLOGY ● Stages ● Phases ● Tools cictf13bpi Our Methodology TOOLS ● Readiness Assessment ● SIPOC ● Process Models ● Process Maturity Matrix ● Many more... cictf13bpi Our Methodology TOOL: Readiness Assessment cictf13bpi Our Methodology TOOL: Process Maturity Matrix cictf13bpi Our Methodology TOOL: SIPOC cictf13bpi Our Methodology TOOL: Swimlane Diagram cictf13bpi Our Methodology TOOL: Value Stream Map cictf13bpi Our Methodology TOOL: Process Models cictf13bpi Our Methodology TOOL: Hierarchy of Models cictf13bpi How We Applied It MEETING UP WITH SERVICE MANAGEMENT ● ITIL Training ● IT Service Management Tool ● Service Management Processes cictf13bpi How We Applied It “TOTO” cictf13bpi How We Applied It TOTO TEMPLATES ORGANIZATIONAL READINESS ASSESSMENT cictf13bpi Where We Are Now Looking for Where We Can Improve cictf13bpi Where We Are Now FROM TOTO TO SERVICE TRANSITION cictf13bpi Where We Are Now NOW: CONTINUAL SERVICE IMPROVEMENT cictf13bpi Where We Are Now LESSONS LEARNED • Changing a culture is an interesting endeavor • Lions and tigers and process OH MY • We’re still growing • Where’s the measuring stick cictf13bpi SUMMARY PI Laurie Herman Lynne Ertel 7347645311 7349369259 cictf13bpi Thank you cictf13bpi Reference Materials ● University of Michigan Information Technology Services ITS Process Improvement Methodology ● ITS IT Service Management Methodology ● Information Technology Infrastructure Library (ITIL) ● Business Process Modeling Notation (BPMN) training ● BPMN Process Modeler for Microsoft Visio ● Lean Office Training ● University of Michigan NextGen Michigan Some areas of the site may be inaccessible as they require authentication. cictf13bpi Glossary In order of appearance: Process Readiness Assessment PI Process Maturity Matrix Business Process Improvement SIPOC Value Stream Value Stream Mapping Business Process Management Process Model BPMN Swimlane Diagram Lean Office Six Sigma RACI Matrix UM School of Engineering Professional ITIL v3 Foundations Development programs Lean IT IT Service Management tool Lean IT CSI Continual Service Improvement