INTRODUCTION

Remember that the chapter headings are not numbered as steps. This is done to encourage you to think of doing parallel work. So you might begin collecting information on processes before the process group is approved for the work.

Before we start you should keep in mind some basic truths about process improvement:

• Process improvement is political. This has been said a number of times. Here you must be aware of how you position process improvement to the employees, customers, or suppliers. If you don t think about this or do it wrong, the entire improvement effort can be placed in jeopardy. Thus, we will give this special attention.

• Collecting information is the principal means of interacting with employees and supervisors involved in the work. This is why data collection is so important. It must be planned.

You will be gathering all types of information, including the following:

• An understanding of how the transactions work

• Identification of potential problems and issues in doing the work and their impact on the processes

• Identification of shadow systems and their roles in the processes

• Awareness of how different processes interrelate through the business processes

• An understanding of the steps necessary to get people on board the process improvement effort

• Identification of individuals who may potentially resist improvement

• Identification of individuals who are in favor of change

• Identification of people who have de facto power through their knowledge and seniority with respect to the business process

• Identification of people who have extensive business knowledge