1. Defining Business Process Innovation
a. A working definition
b. A model for process invention
c. A business process innovation road map
d. Why organizations are stuck with worn
and broken processes
e. Six guidelines for success
2. Learning by Looking Backward: A Historical View
a. The evolution of organizations, the
revolution of productivity
b. Deciding when to redesign a process
c. Leaping the curve of process change
d. Making the case for process innovation
3. Process Analysis and Redesign as a Business Strategy
a. An enterprise model for change
b. Analyzing current change strategy
c. Process measurements
d. Process innovation value-added
e. Establishing and prioritizing customer
requirements
f. Strategic process capability
4. The Process-Centered Organization:
Leadership and Change Acceleration
a. The management “dead zone”
b. The change acceleration model
c. Process innovation and leadership styles
d. Recruiting the process design team
5. Analysis and Evaluation of Current
Systems and Processes
a. Assessing organizational readiness
b. Mapping the existing processes
c. Measuring hidden and visible process costs
d. Process analysis tools
e. Assumption busting
6. Functional Process Diagnosis
a. Symptoms of process disease
b. Cause-and-effect analysis
c. Improve it, fix it or obliterate it?
d. Picking “low-hanging fruit”
7. Designing the Optimal Process
a. The return on investment (ROI) of
process redesign
b. Breaking away from the old process
c. Templates for process reinvention
d. Process design tools
e. Developing the desired process
f. Linking the new process to the customer
g. Analyzing the risk of change and the
consequences of doing nothing
h. Anticipating barriers and identifying
accelerators
i. Highlighting communication tactics and
the “rule of 50s”
8. Overcoming Resistance to Change
a. Making the benefits real
b. Dealing with fear and anxiety
c. Don’t wrestle the crocodiles, drain the swamp
d. Avoid common costly mistakes
e. Celebrate success
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