Process Examination and Analysis

Using the process map, identify the Moments of Truths (MOT red post-its), Breakpoints (BP blue post-its) and Business Rules (BR green post-its) next to the appropriate process.

·         Moments of Truths-  What are the customer touch points?

·         Breakpoints-  Identify the following types of breakpoints on the process maps:

§         customer breakpoints

§         internal MOTs

§         system to system 

§         person to system

§         person to person

·         How many resources are actually involved in this process?

·         Business Rules- There are 4 types of business rules; operational, strategic, dynamic and static.

Label the MOTs, BPs and BRs with a reference number and brief description on each post-it.  Using flip chart paper,  document the following for each category of MOT, BP and BR:

·         Reference number:

·         Description

·         Risk potential

§         Use the customer issues and concerns analysis as input

§         Prioritize the risks by High, Medium, Low

·         Activity

·         Owner of the activity

·         Options for improving- use the customer issues and concerns analysis as input for options

Establish the size of the process. In order to size the process, consider the following:

• Elapsed time (days) (customer and organizational)
• Touch times (hours)- (customer, system and organizational)
• Resources involved
• Costs incurred
• Revenue missed
• Services failed
• Opportunities for up-selling/cross selling

Analyze the process map by creating the 8 Omega Impact- Severity Matrix. What is the organizational impact and customer severity?  Some objectives for analyzing the process map are to:   

• reduce and optimize the MOTs
• reduce and mitigate the breakpoints
• rationalize or get rid of business rules
• Migrate the remaining into low/low quadrant on the matrix
• Prepare the action plan for the next steps

Tip:  When mapping the items, identify all the high impact items first.    

Build the action plan using the 8 Omega Impact-Severity Matrix.   For example:

1.  
   1. What are the proposed activities?
   2. What are the actions/options?  Stop, Redesign, Improve, Do Nothing, etc.
   3. Who are the owners of the activity?
   4. What is the time and cost to implement?