An overview of FCB Partner's 4-day course on Process Redesign. The most hands-on of all the Hammer Certification courses, this course covers mobilization, diagnosis, redesign, and transition to the improved process.

1. Process Redesign
Steve Stanton
May 12 - 15, 2015

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Course Overview
 Four days (away)
 For Process Owners, Process Improvers, Project
Team members
 Taught via best practices, examples, and cases
 Interactive
 Practical

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Our Process for Process Redesign
• Develop
enterprise
process model
• Appoint process
owners and
establish
governance
• Create Strategic
Linkage: process
vision and case for
action
• Select redesign
team members
• Develop project
charter
• Develop high-level
future-state process
design
• Assess I/T capabilities
and constraints
• Build out dimensions
and dependencies
• Develop metric
architecture
• Develop business case
• Gain necessary
approvals
• Define and scope the
target process
• Understand
customer
requirements
• Evaluate the current
process
• Determine if gap is
based on design or
execution flaws
• Set performance
targets for
the new design
• Develop
implementation
roadmap
• Conduct lab(s) for
design and
implementation
details
• Conduct pilot(s)
• Develop supporting
infrastructure
• Rollout
• Institutionalize
• Re – redesign!
Mobilization Redesign TransitionDiagnosis

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Our Toolset for Process Redesign
• Enterprise Process
Model
• Customer Journey
Map
• Process Ownership
• RACI
• Project Chartering
• Redesign Patterns
• Assess I/T capabilities
and constraints
• Process Value Drivers
• Enterprise Enablers
• Process
Management
Process
• Metric Architecture
• Roadmap
• Sustainment
Mobilization Redesign TransitionDiagnosis

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The Process Management Process
Set performance
target
Develop improvement plan
Understand
performance gap
Measure
process
performance
1. Understand
customer needs (VOC)
2. Benchmark
Competitors
3. Translate STRATEGY
4. Assess financial
requirements
5. Ensure inter-process linkage
6. Identify technology
opportunities
Perform
process
Improve
execution
(training,
tools,
personnel,
attitudes)
Improve
design
Modify
design
Redesign
Diagnosis
Implement change
GAP
Map
process
Strategy
Identify
key
measures

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The Two Faces of Change
Process and technology: structured problems
envisioning and implementing new ways of working
challenges: innovation and complexity
clean, neat, utilitarian, elegant
creative, logical, disciplined style
People: motivational problems
helping people through a massive transition
challenges: the imponderables of the human psyche
messy, personal, emotional, affective
empathetic, intuitive, ruthless style
On the limitations of
traditional change management techniques

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The Range of Responses
 The 20/60/20 distribution
– net positive feelings: use
– somewhat net negative: enthuse
– strongly net negative: lose
 Different strategies
– engage and encourage to lead
– inspire and encourage to participate
– marginalize and encourage to leave

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Upcoming FCB Courses
Title Description
Accelerated Certification A four-day, extended hours, Hammer Certification class. This
immersion program combines course work and individual
projects
Process Redesign A comprehensive, four-day Hammer Certification class on
business process redesign (BPR)
Implementing Innovation A three-day, advanced course on building the key processes
that can deliver a steady stream of breakthroughs
Process Owners in Action A three-day Advanced Certification class on business process
management (BPM) for Process Owners and those in similar
roles
Leading Transformation A three-day Hammer Certification class on process governance
and enterprise transformation based on the PEMM™ process
maturity model
Power of Process A two-day Hammer Certification class on process frameworks
and methods

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Continue the Discussion Online
LinkedIn Discussion Groups
1. Process: Business Process Roundtable
2. Enterprise: Continuous Innovation
3. Individuals: Change Agents in Action

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For More Information
FCB Partners
Lindsay Field, Program Director
617 245 0265
lfield@fcbpartners.com