I always like to begin with some background for those who are new. Let’s start with what is a process? Processes are the steps and tasks in a business that one must take to deliver the product or service to your customer.
So, what's process redesign? In short, it’s looking at all your processes collectively, identifying the gaps, and redesigning those steps and tasks to perform better. Process redesign happens when the old way is no longer beneficial for the customer or your employees. It’s normally motivated by a significant change in a business. Once a company goes through an initial process improvement initiative, process owners create a cadence to maintain the new workflows. A redesign is an initiative like process improvement but less heavy lifting. Technology can aid in process redesign, but we first must understand what has triggered the problem in the first place and what we want to accomplish.
Anytime we think about processes, we refer to the four pillars of a business: people, processes, technology, and customer experience. Business process redesign focuses on improving existing processes to reduce costs, drive efficiency, and elevate the customer experience. We’re also looking at how technology plays a role in your process redesign. Change can be difficult for anyone. Considering the change management piece of any operational or process redesign is necessary.
If you want to take on a process redesign, you first need to sort out a few things. The whole point of the design is to achieve specific objectives. Ask yourself what success looks like to your business? When you set your goals and objectives, prioritizing them is vital because it will help you organize what to tackle first in your redesign.
1- Process Mapping
The only way to begin a successful business process redesign is to understand your current business processes. We do that by way of process mapping. While process map may appear or sound like a simple undertaking, it, if done correctly, will not only depict your current state processes but will also capture technologies that are used such as any shadow IT problems, duration of time it takes to do any one process, and any manual steps and tasks.
2 - What we can measure; we can manage – Capture the data
We have all heard the expression, what you can measure; you can manage. When it comes to business process redesign, that statement holds true. Accurately capturing data, setting and understanding KPIs, and adjusting the business goals should be a part of any business leader's day. Using technology and its reporting features will help you analyze your business's current state, understand the strategic goals, and determine whether you meet your customer's expectations.
3- Streamline your processes Most businesses operate in siloed environments. While processes can exchange multiple hands and departments, a successful business process redesign streamlines everything into one simplified workflow to benefit your internal teams but also your customer. Business process transformations will require an all-hands-on-deck, all team member involvement.
4- Empower your human capital
When we think about human capital, we think about people. Employees are the face of our companies, and they interact with customers and internal teams every day to meet the business’s goals and objectives. Business process redesign requires communication within the internal teams to understand the day-to-day process and any issues at hand. We're talking about asking questions and receiving feedback on what is needed to improve the processes.
5- Single Source of Truth
Single source of truth refers to your data. How authentic is it? When an organization chooses the right technology and integrates it with the rest of the technology stack, it allows for the inputted data to transfer from one system to another without relying on a human to complete actions such as copy and paste. In other words, a single source of truth automates data sharing between systems, updating files and information while maintaining the authenticity and accuracy of that data.
Successful business process redesign projects are clear, concise, and controlled. Working with professionals to roll up their sleeves and capture a granular picture of the current state. They will also pull in expertise from people all over the business to develop processes designed to improve the internal teams, processes, and customer experience. It is essential to get the idea of continuous learning for all employees. As it scales up and grows, your team will be more invested in its success.
About the author:
Cornerstone Paradigm Consulting, LLC an industry-agnostic business operations consulting firm going beyond the symptoms to get to the root cause of your business issues.