Question

Referencing Figure 6.1: "Ten process design and improvement steps" on page 74 of the textbook, select one of the four defined phases. Use a business process example you are familiar with to explain the steps of the phase to a new hire on your team by describing how to perform each step in the identified example.

4:36 Aa 7» Q R 74 The ITSM Process Design Guide Maturity Assessments and Metrics performance and Continual Process Improvement Requirements Definition Requirements Definition Definition Document Process Design and Implementation Process Analysis Gap Analysis Report Figure 6.1 Ten process design and improvement steps going in the same direction and focused on achieving the same goals-thicient and effective processes that satisfy your customers' requirements The ten process design and improvement steps are grouped into four logical phases. Figure 6.1 shows that each phase produces a deliverable that serves as input to the next phase. These phases deliverables and steps include: Requirements Definition Requirements Definition Document 1. Determine management's vision and level of commitment 2. Establish project and form a project team 3. Define process and identify customer requirements Process Analysis-Gap Analysis Report 4. Documents is process and baseline current performance 5. Asess conformance to customer requirements 6. Benchmark current performance Process Design and implementation Process Definition Document 7. Design or redesign process 74 e Reader Contents Notebook Bookmarks Flashcards

Answer 1

Number ten of the ten process design and improvement steps figure is “Assess performance and continually improve”. We have an ongoing effort to monitor and fine-tune deliverables for our projects on a daily basis. This allows our project management team to react and respond quickly to overcome delays in production. Project staff meetings are held to allow departments to report where they are in their deliverable checklist to date. Let’s say that the materials purchaser has not yet received an order of welding rods that are specific to the procedure for welding sections of 24-inch diameter pipe. Once the project manager is informed of this, he then assesses the amount of time that this particular part of the project should have matured by now.

With the information gathered in the assessment. Let’s say there are 3 days until the welders are to start work. The project manager can then instruct the material purchaser to expedite an order of welding rods. Sometimes critical cases that have deliverables that are dependent on materials will require the use of the company employed Teamsters to take a trip to pick up an expedited order. This is because of the remote locations of most of our projects (North Slope Alaska). This is also a consideration that has to be factored in an assessment and decision. Events that cause delays are then documented and reviewed at the end of the job as a lesson learned to allow for better planning and redundancy in future work.

Welcome Aboard!

Regards,

Ben Mancil

REPLY

In your responses to your peers, play the role of the new hire and generate a list of questions and potential responses to the information provided about the identified example in your peer’s post.

Hey Jeremy,

A good example of a requirement definition phase. I agree with you that once an employee’s role is defined they the have the ability to manage themselves and provide wide coverage when taking orders from customers.

As a fictitious new hire, I have a few questions about the newly defined process.

· Assuming that roles will be assigned based on an already established hierarchy E.g. Management, support staff. What will my role be and what are my responsibilities?

· Will the for mentioned roles change as the ITSM is developed?

· Where will I be able to find the purposed process flowchart in case of a backup in customer orders?

· Is there any redundancy that will be put in place for unforeseen problems with the process? Who can I look to find this information?

Nice job laying out the steps of the phase to a new hire on your team!

Regards,

Ben Mancil

REPLY

Hello Brett,

Nice example of a continual process improvement phase. I also chose this phase for my initial discussion post this week, mainly because I am most familiar with this kind of process improvement.

As a fictitious new hire, I have a few questions about the newly defined process.

· How will you assess performance indicators?

· Will I be rated on my individual performance?

· Can I explain the discrepancy in performance and have a chance to improve upon my evaluation?

This continual process improvement phase is an excellent example of how it can be implemented to fine tune a process and ultimately reflect a quality product to the customer.

Regards,

Ben Mancil