文档介绍：ing aa Process-BasedProcess-Based
anization
Thursday,Thursday, SeptemberSeptember 12,12, 20022002
SusanSusan SchincariolSchincariol
PracticePractice Leader,Leader, StrategyStrategy && ChangeChange
IBMIBM GlobalGlobal ServicesServices
Copyright IBM Canada Ltd., 2002
AgendaAgenda
! The Process Management Continuum
! Description and Purpose
! The “Why”
! Considerations for Implementation
! The “How”
! Eight Critical ess Factors
! Lessons Learned
! Q & A
2
DescriptionDescription andand PurposePurpose
! Let’s start by defining “process.”
A process is…
" a repeatable set of sequenced
activities performed manually
and / or with an automated tool
to plish a business
purpose.
3
AA processprocess managementmanagement continuumcontinuum depictsdepicts thethe
balancebalance ofof automationautomation versusversus manualmanual .
Degree of Degree of
Automation Human
Support
Process Management Continuum
Left Half Characteristics Right Half Characteristics
•Static •Dynamic
• Structured •Creative
• Predictable • Knowledge-based
Adapted from GartnerGroup, 22 March 2001, D. McCoy et. al., 4
“Making Room for Processes in a Collaborative World”
anization ChangeChange ManagementManagement helpshelps toto
managemanage thethe inevitableinevitable dropdrop inin productivityproductivity
fromfrom aa businessbusiness transitiontransition
Productivity During Transition
H
Change Disruption Normal Transition
occurs due to lost
here! productivity Personal Retraining
21% 23%
Social/Gossip
19% Personal
21%
Reduced
Performance productivity
L
Productive Social/Gossip
Work 40%
Time 60%
Organization Change
Management helps minimize Productive
the depth and length of Work 16%
performance disruptions from
change initiatives 1990 Bureau of Labour Statistics
5
ing process-basedprocess-based requiresrequires anan understandingunderstanding ofof
thethe processprocess managementmanageme