Lesson One: Discover & Document

• Key Terms
• Signs of problems 

• Internal: Missing deadlines, poor delivery of (something), staff complaints, team friction
• External: Customer complaints, issues with regulators

• Causes

• Internal: Changes to the business; growth, merger, 
• External: 

• Analysing problems

• No blame approach
• Getting to the actual process
• Finding why

• Documentation

• Tools
• Mapping/Diagrams

• Business case - the cost of doing nothing

• Direct costs: Lost sales, missed deadlines, staffing level
• In-direct costs: Poor reputation, employee stress, missed opportunities
• Define success

Lesson Two: Design & Decide

• Introduction to frameworks

• Lots of frameworks for this: ITIL, COBIT, LEAN, Six Sigma

• Pick one and do part of it. 

• Solution Design

• Seven Principles of Processes Design

• Business case updates

• Cost of solution

• Getting buy-in - stakeholder management

• How to work with stakeholders

You can use a framework, but it could be overkill

Don’t try to use it all - not needed, counterproductive

Lesson Three: Deliver & Do

• Deciding on a framework for your business

• Pick one, or part of one
• Advantages and disadvantages

• Implementation

• Tools
• People/Skills
• Timing
• What’s the back-up plan?
• Stakeholder agreement
• Communication

• Review

• Once delivered, review continuously.

• KPIs
• Mapping to strategy

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Design the process to create value in stages

Split into parts, combine parts - but keep it simple and flexible

Make sure communication is built into the process.

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A new process to fix what’s not working and keep what is

Map that to the teams and tools

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