Business process improvement (BPI) overview

1. Business process improvement (BPI) overview June 9,2016 pmo.ucsf.edu

2. Is this familiar?

3. Business Process Improvement is a way of thinking and acting which IncreasesValueReducesWaste RespectsPeople • You use simple tools to develop good ideas for specific changes to improve processes and add value for customers • It is about removing obstacles that get in the way of doing our job, working smarter not harder, and making thingseasier

4. BPI increases value to the customer Higher Quality Better Service + More Value = + Lower Costs Less Time

5. Involving people is critical By engaging people who are impacted by the work, we: • Understand what customers value • Learn about pain points • Share knowledge • Find hidden resources • Gain ideas from those who know the process best • Begin to envision improvement • Create ownership and consensus • Develop problem solvers

6. The improvement cycle Review current process Implement Identify waste and pain points Create future process (How) Develop lots of change ideas Create future process (What) Prioritize ideas

7. The BPI approach at UCSF is: • Adapted from proven methodologies • Team-based (get the necessary people in the room) • Cross functional (minimize silos) • Based on a common understanding of what actually happens in the current state • Leverages the power of critical thinking • Results in specific actions • Accessible as facilitated working sessions, online resources, training, and a collaborative community

8. Business Process Improvement Simple steps toward better business… Explore Implement Initiate Improve Celebrate! CONTENT • Understand BPI method • Start Up • Develop Project Profile • Form Team • Manage Project • Document Achievements • Document LessonsLearned • Recognize Accomplishments • Publicize Positive Outcomes • Continuously Improve • Process Mapping (Current State) • Measure Process Activities • Assess Value from the Customer’s Perspective • Determine Root Causes • Conduct Other Analyses • Identify Improvements • Prioritize and Decide • Design Future State • Plan Implementation • Create Action Plan • Develop Target Measurements • Manage Change • Track and Record Progress METHODS Website improve.ucsf.edu Templates Collaboration (Chatter) Self-reporting (UCSF Box) Training / Facilitation

9. Step 1: Initiate • Become familiar with the BPI approach • Develop the Project Profile • Form Team • Manage the work Explore Implement Initiate Improve Celebrate!

10. Step 2: Explore • Assess value from customer’s perspective • Do Process Mapping (Current State) • Measure process activities • Identify problems Implement Initiate Improve Celebrate! Explore

11. Identify waste Seven causes of waste: • Transport of materials • Inventory • Motion of people • Waiting • Overproduction • Over-processing • Defects We remove the underlying causes of waste to improve performance

12. The 5 Whys method helps get to the root cause Problem: There are too many flat tires on our trucks Why? The trucks are running over nails on the floor Cheap tires Why? The nails are spilling out of some boxes Why? The boxes have holes because they get wet and deteriorate Why? There is a hole in the roof Why? Know when to STOP The funds have not yet been approved to fix the roof

13. Step 3: Improve • Identify Improvements • Prioritize and Decide • Design Future State Explore Implement Initiate Improve Celebrate! Revised 20Oct2014

14. Step 4: Implement Explore Implement Initiate Improve Celebrate! • Create Action Plan(s) • Develop Target Metrics • Manage Change • Track Progress Revised 20Oct2014

15. Step 5: Celebrate! • Document achievements and lessons learned • Recognize accomplishments • Publicize positive outcomes • Continuously improve Explore Implement Initiate Improve Celebrate!

16. Continuous improvement does not end! • Continue to monitor the changes made during the implementation step • Return to the improvement list and tackle additional changes • Do regular reviews of the process to increase value and reduce waste

17. Reminder • RRP has a program to provide financial support for business process improvement for cores (facilitated by the PMO) and will also provide implementation support following a BPI project • Contact Desiree Porter if interested or rrp.ucsf.edu

18. What are some of your pain points? • Examples: • Media Production and Resale had a conflict over when the fax for reordering would come each day from Resale to Media. Media really wanted the fax by 1pm to get a jump on the next day’s work. If the fax was late, Media would call directly and pester Resale. However, that time of day was Resale’s busiest time so they could not usually send the fax. And the calls just made it worse! • Core Immunology Lab (CIL)’s intake process for new studies was highly variable. Information was received in many different ways, often incomplete. There was no standard intake form. Sometimes grants are submitted with inaccurate budgets based on outdated info. Sometimes after the budget is “final” it will change.