How to map E2E [end to end] a process or program. Shadowing, time & motion, and ESSMA methodology

Hello all,

Happy Friday!

Today I would like to talk about the famous phase of Discovery. When we arrive new in the program we need to know all details about the process we want to improve and enhance.

We break down the approach into three steps:

PROCESS ASSESSMENT: Step 1: Shadow for Keystroke Mapping

• Objective: The first step is to understand the process that needs improvement or analysis. This could be a task performed by employees in a workplace, software interaction, or any process that involves computer usage.
• Activities:

1. Selection of individuals (usually subject matter experts on the floor): Identify individuals or users who regularly perform the task or process. These individuals will be "shadowed" or observed during their work.

2. Observation: The selected subjects are shadowed while they perform the task. During this observation, detailed notes should be taken on every keystroke and mouse click they make. This data will be used for keystroke mapping.

3. Keystroke Mapping: Analyze the data collected during the observation to create a map of the keystrokes and mouse actions used by the subjects. This map can help identify gaps and, hence areas for improvement in the process.

Step 2: Time and Motion Analysis

• Objective: In this step, you will analyze the time taken by individuals to complete the task and their physical movements.
• Activities: 1. Time Measurement: We utilize use timers or software to measure the time it takes for each individual to complete the task. This can help identify bottlenecks and areas where time can be saved.2. Motion Tracking: If applicable, use motion tracking technology (e.g., video recording) to capture the physical movements of individuals during the task. This can help identify unnecessary movements or ergonomic issues.

Common scenarios? Multiple tabs open, chats active with continuous updates, long awaiting time vs multiple cases (tasks, tickets) open at the same time.         

3. Analysis: Analyze the time and motion data to identify patterns or anomalies. Look for opportunities to streamline the process and improve efficiency.

Step 3: Identification through ESSMA Methodology (my favorite ??)

ESSMA stands for Eliminate, Simplify, Standardize, Monitor, and Automate.         

• Objective: In this step, you will apply this methodology to identify areas for improvement in the process.After having completed a keystroke mapping of the entire process, we added the respective time per each task and now is time to evaluate what can we simplify, standardize, or automate!
• Activities: 1. Eliminate: Identify any unnecessary steps or actions in the process and propose their elimination. This could include redundant keystrokes or non-value-added activities.2. Simplify: Simplify complex procedures or tasks to make them more user-friendly and efficient. This might involve redesigning software interfaces or modifying procedures.3. Standardize: Establish standardized procedures and best practices based on the findings from the previous steps. This ensures consistency and reduces variability.4. Monitor: Implement monitoring mechanisms to track the performance of the improved process. This could include regular audits, performance metrics, or feedback loops.5. Automate: Identify opportunities to automate repetitive or time-consuming tasks using technology. That′s usually when automation comes into place in the proposal, it can significantly improve efficiency. In some cases process mining and AI too. Any technology that could help deliver with less manual entry, reducing human errors mostly related to the repetitiveness of the job.

Most common scenarios? 1. Manual reporting from different data sources and team, 2. Manual step followed by the individual to close the task, 3. Repetitive copy and paste, 4. Usage of paper (arhhh); By Program: no communication between teams, misalignment, process not documented, missing streamline mapping, workshops with SMEs never happened,multiple chats and tools opened, no agile neither efficient... (next section)        

By following these three steps, you can thoroughly assess a process, identify areas for improvement, and implement changes to enhance efficiency, reduce errors, and optimize performance. :)

PROGRAM ASSESSMENT: 1. Operational process 2. People 3. Service delivery model 4. Technology 5. Reporting 6. Governance

Assessing a program involves evaluating various aspects to ensure its effectiveness and efficiency. Here's how you can assess a program across the six dimensions mentioned:

1. Operational Process Assessment:

• Objective: Evaluate the core processes and activities that the program is designed to accomplish.
• Activities: 1. Identify the program's goals, objectives, and key performance indicators (KPIs). 2. Analyze the workflow and procedures involved in achieving these goals.3. Individualize the effectiveness and efficiency of each process.4. Identify bottlenecks, redundancies, or areas for improvement.5. Finally, suggest process enhancements or optimizations based on the analysis.

2. People Assessment:

Objective: Evaluate the human resources involved in the program, including staff, skills, and organizational culture.

Activities:

1. Assess the skills, qualifications, and training of program staff.

2. Evaluate the adequacy of the workforce in terms of quantity and expertise.

3. Analyze the organizational culture and its impact on program performance.

4. Identify any staffing challenges or skill gaps.

5. Provide recommendations for recruitment, training, or cultural improvements.

3. Service Delivery Model Assessment:

Objective: Examine how services are delivered within the program, including strategies and methodologies.

Activities:

1. Evaluate the current service delivery model.

2. Assess the alignment of the model with program goals.

3. Identify opportunities for innovation or improvement in service delivery.

4. Consider the scalability and flexibility of the service model.

5. Propose changes or enhancements to optimize service delivery.

4. Technology Assessment:

• Objective: Analyze the technology infrastructure and tools used in the program.

Activities:

1. Review the existing technology stack, hardware, and software.

2. Evaluate the security and reliability of the technology infrastructure.

3. Assess how technology supports program processes and goals.

4. Identify opportunities for upgrading or adopting new technology.

5. Ensure compliance with data privacy and security standards.

5. Reporting Assessment:

• Objective: Review the reporting and data analysis capabilities of the program.

Activities:

1. Evaluate the quality and timeliness of program reporting.

2. Assess the relevance of key performance indicators (KPIs) and metrics.

3. Analyze data collection, storage, and analysis practices.

4. Identify opportunities for more effective reporting and data-driven decision-making.

5. Recommend improvements in reporting processes and tools.

6. Governance Assessment:

• Objective: Evaluate the program's governance structure, policies, and decision-making processes.

Activities:

1. Assess the effectiveness of program governance in aligning with goals.

2. Review policies and procedures related to program management.

3. Analyze decision-making processes and accountability mechanisms. Identify areas where governance can be strengthened.

4. Provide recommendations for governance improvements.

Each of these assessments plays a crucial role in understanding the strengths and weaknesses of a program and helps in making informed decisions for enhancement and optimization. It's essential to involve relevant stakeholders, collect data, and conduct thorough analyses to ensure a comprehensive assessment. Please base your strategic decision and the creation of an annual roadmap based on data.

Finally, let's have a look at why all of this discovery phase is crucial for your business!

Process assessment is important in various domains and industries due to its significant impact on organizational performance, efficiency, and overall success. Here are some key statistics that highlight the importance of process assessment:

Improvement in Efficiency and Productivity: According to a study by McKinsey, companies that focus on process improvement can increase their operational efficiency by 30% or more.

• Cost Reduction:The American Productivity and Quality Center (APQC) reports that organizations that implement effective process assessment and improvement programs can reduce costs by an average of 30% to 60%.
• Quality Improvement:The International Organization for Standardization (ISO) notes that process assessment, as part of ISO 9001 quality management standards, helps organizations enhance product and service quality, leading to improved customer satisfaction.

Competitive Advantage: A survey by PwC found that 77% of CEOs believe that achieving and maintaining a competitive edge depends on the successful execution of their business processes.

Risk Reduction: Process assessment helps identify and mitigate risks. The Institute of Internal Auditors (IIA) reports that 63% of internal audit professionals see process improvement as a means to address risk management.

Customer Experience: Gartner found that 81% of companies expect to compete mostly based on customer experience. Process assessment helps in optimizing customer-facing processes, leading to improved customer satisfaction and loyalty.

• Innovation and Adaptability: Harvard Business Review reports that organizations that regularly assess and adapt their processes are more likely to foster a culture of innovation and adapt to changing market conditions.
• Compliance and Regulation: In regulated industries such as healthcare and finance, process assessment is critical for ensuring compliance with industry-specific regulations and standards.
• Employee Engagement: A study by Gallup found that employees who believe their organization focuses on process improvement are more engaged, leading to higher productivity and retention rates.
• Strategic Alignment: According to a survey by Deloitte, 92% of business and HR leaders believe that aligning an organization's operations with its strategic objectives is a crucial challenge.
• Customer Retention: A study by Bain & Company found that increasing customer retention rates by just 5% can lead to an increase in profits ranging from 25% to 95%, highlighting the importance of well-defined and optimized customer-related processes.

These statistics emphasize that process assessment is not just a one-time effort but an ongoing practice that can drive efficiency, competitiveness, and overall success for organizations across various industries.

Thank you for reading, feel free to reach out with any questions and leave your comments :)

It helps organizations adapt to changing environments, meet customer expectations, and achieve their strategic goals.