Process Management Workshop

1. Process Management Workshop (Excerpts) Presented By: Bruce Berger (386) 852-9054 BergerConsulting@aol.com

2. What is Process Management? Process Management is one of the three (3) Components of a Quality Management System: 1. Policy Management 2. Process Management 3. Performance Improvement Process Management is the mechanism that supports the Plan-Do-Check-Act (PDCA) cycle that manages (or controls) on-going work activities (i.e. Processes) 2

3. What is a Process? A Process is “a series of linked activities transforming inputs into outputs with the purpose of producing a product or service for customer(s) within or outside of the organization”. Note: All work is a process. Workers and supervisors manage processes on a daily basis. 4

4. Processes are: Definable: can be described and documented with flowcharts Measurable: process results can be displayed with indicators for activities completed during or at the end of the process Repeatable: process can deliver consistent favorable results for customers Characteristics of Processes 5

5. Processes have: Suppliers: the person or group who supplies the input Inputs: raw materials or information used to start the process Process Activities: the steps of the process Outputs: the result(s) of the process Customers: the consumers/usersof the output Characteristics of Processes 6

6. Why do we need to Manage Processes? Managing Processes (or work activities) will help consistently ensure that … • Products and services meet (or exceed) customer valid (i.e. agreed upon) requirements. • Processes are cost-effective. • Organization staff are well-trained and motivated. • State and federal statutory requirements are met. 6

7. A Process Management System is … Process flowcharts involve Suppliers, Inputs, Process steps, Outputs and Customers How we measure it: . . . Outcome Indicators How we evaluate and improve it: . . . Management Reports What we do: . . . Process Flowcharts Construct Process Flowchart Identify Indicators Implement PCS Monitor PCS Improve Process Standardize Process Select Process 7

8. Start with outlining your process components S. I. P. O C. Analysis Example . Suppliers Customers Inputs Process Outputs Start Boundary Intake Specialist • Registered Client • Assigned App • Submitted Food Stamp Application Client • Client Submits Web App • Register Client/Assign App • Contact Client • Interviewed Client • Remaining needed info. identified to Client Interview Clerk Client • Registered Client • Assigned App Contacted? No Send Letter Processor Yes • Interview Client Intake Specialist Client • Eligibility Determination Letter • Needed App Information • Run Application Driver • Notify Client of Eligibility • . Client Client Receives Determination Letter Stop Boundary Construct Process Flowchart Identify Indicators Implement PCS Monitor PCS Improve Process Standardize Process Select Process 18

9. Construct Process Flowchart • identify workers involved. • start with a need for a desired outcome. • end with the desired outcome being achieved. • describe other activities that may be required to achieve the desired outcome. Process flowcharts describe the work activities needed to provide the customer with a product/service and … Secure Application • describe the “best path” for workers to follow to achieve the desired outcome. 9

10. Process Flowchart Construction Rules Process Report Construct Process Flowchart Identify Indicators Implement PCS Monitor PCS Improve Process Standardize Process Select Process 10

11. A Process Management System is … Outcome indicators are used to measure process performance How we measure it: . . . Outcome Indicators How we evaluate and improve it: . . . Management Reports What we do: . . . Process Flowcharts Construct Process Flowchart Identify Indicators Implement PCS Monitor PCS Improve Process Standardize Process Select Process 11

12. What is an Outcome Indicator? An Outcome Indicator… • displays process performance as it relates to • customer valid requirements. • is often displayed as a line graph with a • “Good Arrow” and a “Target” Example % of Food Stamps Applications Disposed in 30 Days

13. Outcome Indicators are measured throughout the process % Customers Satisfied with the Services Provided % of Customers Satisfied with the Application Process “P” numbers are for outcomes within the process. % Customers agree Phone Rep offered to help them complete their Application “Q” numbers are for outcomes at the end-of-processes. “M” numbers are for strategic outcome measures needed for the success of an overall process management system. Process outcome indicators measure process performance and … • are aligned in an overall indicator system to meetcustomer needs and statutory requirements. • can often be automatically generated from specially designed (Excel) management reports. • are uniquely numbered for desired outcomes as follows: 21

14. Outcome Indicators come from customer valid requirements for our outputs S. I. P. O C. Analysis . Suppliers Inputs Process Outputs Customers Start Boundary Intake Specialist • Registered Client • Assigned App • Submitted Food Stamp Application Client • Client Submits Web App • Register Client/Assign App • Contact Client • Interviewed Client • Remaining needed info. identified to Client Interview Clerk Client • Registered Client • Assigned App Contacted? No Send Letter Processor Yes • Interview Client Intake Specialist Client • Eligibility determination Letter • Needed App Information • Run Application Driver • Notify Client of Eligibility • . Client Receive Notification How do our customers want our outputs? Stop Boundary Construct Process Flowchart Identify Indicators Implement PCS Monitor PCS Improve Process Standardize Process Select Process 18

15. Requirements negotiated (or set) between you and your customer(s). What are Customer Valid Requirements? Customer Valid Requirements are: • Requirements validated through customer surveys or focus groups. • Requirements that originate from one or more of the Quality Elements. 9

16. Quality Elements All customer requirements for our outputs originate from one of the following Quality Elements: Accuracy (e.g. How accurate should outputs be?) ( Better ) Timeliness (e.g. How soon do customers need the outputs?) ( Faster ) Cost (e.g. How much should the outputs cost in money or resources?) ( Cheaper ) Safety (e.g. How safe to produce or operate should the outputs be?) ( Safer ) Environment ( Fairer ) (e.g. How legal/ethical should the outputs be?) Construct Process Flowchart Identify Indicators Implement PCS Monitor PCS Improve Process Standardize Process Select Process 22

17. Identify End-of-Process Outcome Indicators (Qs) Customer Requirement / Outcome Indicator Matrix Example Construct Process Flowchart Identify Indicators Implement PCS Monitor PCS Improve Process Standardize Process Select Process 23

18. Identify In-Process Outcome Indicators (Ps) For each process, our end-of-process outcome indicators measure our conformance to customer valid requirements/client needs and statutory requirements. Process Outcome Indicators % of Child Safety Assessments (initial) submitted within 48 hours of report received “Complete risk assessment instrument within 48 hours after the initial contact.” % of investigations commenced on time (24 hrs.) Complete investigations within 60 days. % of investigations completed (locked) in 60 days % of Child Safety Asmts (dispo) sub-mitted within 45 days of report received In-process indicators are measured upstream in our process and will help “DRIVE” our end-of-process outcome indicators.. 4CA.2 Investigate Report and Assess Initial Child(ren) Safety Construct Process Flowchart Identify Indicators Implement PCS Monitor PCS Improve Process Standardize Process Select Process 24

19. Management Reports help staff: • manageactivities during the process and ... • problem-solve after the process has been completed. How we measure it: . . . Outcome Indicators How we evaluate and improve it: . . . Management Reports A Process Management System is … What we do: . . . Process Flowcharts Construct Process Flowchart Implement PCS Identify Indicators Monitor PCS Improve Process Standardize Process Select Process 26

20. Understanding Management Reports ROLL-UP DETAIL SUMMARY PROCESS Customer, Program or Process Demographics MilestoneDates Duration Outcomes • provide Summary, Detail and Roll Up views. • are electronic spreadsheets comprised of data groups for: • Customer, Program or Process Demographics. • Process Milestone Dates. • Process Durations (calculated in hours, days or months) between Milestone Dates/Times. • Process Outcomes. Process management reports are designed to provide timely information from process activities and … • can help analyze data by using “report filters” for any district, program area, worker, etc. • can besortedby any column to display desired information to the top. • can“highlight”process delays to help staff take more timely action. 27

21. Management Reports help Collect/Analyze Process data The summary report can highlight investi-gations approaching regulatory limits so action can be taken ... ... to ensure desired outcomes are achieved. Management reports can provide front-line staff with better tools to manage their activities during the process. Construct Process Flowchart Implement PCS Identify Indicators Monitor PCS Improve Process Standardize Process Select Process 28

22. Management Reports help Collect/Analyze Process data (continued) Cause factors (or drivers) are displayed in demographic spreadsheet columns on the left … and include many what, where, who and when categories. Effects are displayed in Duration and Outcome Indicator columns on the right. Reports are also designed to highlight unusual or unfavorable variances. Mgmt reports assist all staff in problem-solvingafter the process on unfavorable outcome performance using “Cause and Effect” relationships. Construct Process Flowchart Implement PCS Identify Indicators Monitor PCS Improve Process Standardize Process Select Process 29

23. Management Reports help Collect/Analyze Process data (continued) First, sorting the entire spread-sheet by the desired outcome column. Next, staff can create graph(s) on demo-graphic columns That will bring the investi-gations missing the desired outcome to the top. … to identify signifi-cant data. FL1 FL2 FL3 Unit Staff can problem solve from management reports by … Construct Process Flowchart Implement PCS Identify Indicators Monitor PCS Improve Process Standardize Process Select Process 30

24. Management Reports help Collect/Analyze Process data (continued) Staff can further analyze Unit FL1 … and identify more signifi-cant data. C E Investigator Staff can “filter” data to selectively display the desired significant data … • For example, display investigations for Unit FL1. For Unit FL1 Construct Process Flowchart Implement PCS Identify Indicators Monitor PCS Improve Process Standardize Process Select Process 31

25. Management Reports help Collect/Analyze Process data (continued) • For example, display investigations for Investigator “C” in Unit FL1. For Investigator “C” and Unit FL1 Staff can further analyze Investi-gator “C” … and identify more signifi-cant data. Wow! ALL late commencements occurred on reports received on Saturdays. Staff can analyze further by applying multiple “filters”. Construct Process Flowchart Implement PCS Identify Indicators Monitor PCS Improve Process Standardize Process Select Process 32