Digital Process Analysis & Design

Overview

This course will address what degree of process work is required for today’s organizations striving to establish digital business capabilities to optimize the end-to-end customer journey and leverage resources in the most effective manner. It will emphasize the customer aspects of the challenge given that customers are no longer recipients of what we do but are key actors with us in doing it. They are a part of newly conceived business processes in partnership with us. We have to design shared processes with them in mind. This course deals with the development of digitalized processes and services. It does not address digital strategies or digital architecture directly.

Special Features

Modernizes process analysis and design work to optimize digital processes
Deals with customer-in-command processes and business solutions: Journeys and Experiences
Minimizes Process Analysis for Digital Process to only enough of what you really need?
Brings a wealth of opportunities for Process Innovation
Features several examples of digitalized processes
Involves a series of hands on progressive exercises in designing a digital process solution

Training Outline

The Digital Challenge

Drivers and Trends of Digitalization
Digital Strategy
Digital vs Digitalization
Some definitions and truths
Examples: Uber, AirBnB and other usual suspects

Process Methodology Response

Traditional approaches
Process Analysis and Design for the digital world
The Concept Model as home base
The Burlton Capability Hexagon
Case study Workshop: Developing your
concept model

Understand: Stakeholders, Vision and Scope

Value Chain and the scope of your included processes
External Stakeholders classification
Segmentation and Personalization
The use of Personas
Customer needs and value proposition
Customer experience
The North Star for your design
Example: Ordering of customized confectionery
Case study Workshop: Analyzing the Stakeholders
Case study Workshop: Defining the North Star

Analysis: Modelling and Analyzing the Process

How much current analysis and modeling is needed
Analysis and Modeling options
Dealing with the data
Case study Workshop: Analysing the current capability

Customer Process Experience Baseline

A typical Customer Experience pattern
Finding Moments of Truth
The Customer Journey map
Attributes of a great customer experience
Case study Workshop: Developing the Customer Journey

Digital Inspirations

Digital Solution Patters and Benchmarks
Omni-Channel characteristics
Mobile characteristics
RPA (Robotic Process Automation) characteristics
AI and Cognitive characteristics
Automating Decisions and Business Rules
Additional Technology potential
Example: Mortgage Decisioning Redesign

Design the Process and Capabilities#

Small Change vs Substantive change
Design principles
Creative workshops to leverage the inspiration
The new digital process
Designing measurement and feedback
Detailed mapping
The required capabilities and resources
Example: Justice System peer to peer case resolution
Case study Workshop: Designing the digitalized process workflow
Case study Workshop: Validating with the process scenarios
Case study Workshop: Defining the digitalized process capabilities and resources

Culture and Behavioural Change

Developing the competencies: the core skills needed
Specifying the group behaviour as a set of requirements
Overcoming internal stakeholder concerns
Communication: what to say and when
Sustaining the journey: measuring, monitoring and coaching
Example: Board of Directors Digitalization

Implementation Options

Digital Base Capabilities
The role of iBPMS, Decision and Rules engines
Standards and Protocols
Technical Foundation

Objectives

Build a customer journey and find moments of truth
Segment customer types and define personas
Understand existing customer bottlenecks and constraints and opportunities to remove them
Identify potentially useful digital technologies
Design end to end value stream processes that start and end with the customer process
Reconceptualise the customer interaction with our processes
Recognize genuine design constraints from other outside stakeholders
Deal with behavioral and cultural change
Define the change program

Who Is It For?

Process Analysts and Designers
Business Analysts
Business Leaders
Agilists
Business Architects
Anyone else concerned with designing and sustaining an agile business
This class will be of benefit to professionals and managers of all types involved with designing and developing digitalized business processes.

Speaker

Roger Burlton

President

Process Renewal Group, Founder of BPTrends Associates

Roger is the president of Process Renewal Consulting Group Inc. He is also co-founder of BPTrends Associates; the services firm of the world-leading BPTrends.com knowledge portal. He started the pioneering Process Renewal Group (PRG) in 1993 and was at the forefront of process-centric ways of running businesses. He is regarded globally as a thought leader and dynamic practitioner who brings reason, clarity, and practicality to complex business architecture and business change. Roger's insights can be found in his acclaimed book: Business Process Management: Profiting from Process, the Business Process Manifesto, the Handbook on Business Process Management and numerous other publications including his articles featured on BPTrends.com. Roger chairs several of the largest and most influential Business Architecture and BPM conferences in the world and is a sought after speaker dealing with the tough issues of business change in a thought provoking and entertaining manner. A seasoned practitioner, Roger has conducted over 200 in depth consulting engagements with companies around the world and offers a pragmatic approach to helping clients to help themselves through supporting their strategy, architecture and transformation efforts. Roger is also a lecturer for senior year programs at the University of Toronto - Industrial Engineering faculty. Specialties: business case, business process, change management, customer relations, customer satisfaction, drivers, financial services, government, human resources, information technology, innovative, management consulting, marketing, organizational skills, performance management, process engineering, process management, statistics, strategic, strategic planning, telecommunications, workshops,