We (San Jose's ESD) are embarking on a Business Process Improvement project and at the same time want to study the best practices used in our industry (Customer Information Management and Billing). Do you know of a project plan that can be used as a template? Here is what we are trying to do in a nutshell: 1- Identify cities that have implemented CIS systems recently. 2- Find out as much as we can about their processes. 3- Plug vendors for process flows from recently deployed systems. 4- Somehow measure how successful these cities are in their business! 5- Apply the knowledge when creating our new and improved processes.
I can not imagine managing a Process Improvement Project whithout going through the Best Practices Study but I have yet to see a good plan with detail tasks. Any ideas?
Saving Changes...
Michael WoodProject Manager / Business Analyst / Business Process Improvement Guru| Independent ContractorGig Harbor, Wa, United States
While knowing who is doing what in the field is a good way to gain knowledge, I do not believe it is the place to start. Best Practices, which in no way implies quality or good, are or should be based on the needs and expectations of stakeholders for a given industry or organization. Following the lead of those who have gone before may be safe but rarely results in innovation. I suggest you begin with understanding San Jose ESD's stakeholder's expectations and where the current ways of providing value are falling short. These shortfalls should be quantified and mapped to where in the value delivery process they occur. My "Helix Factor" series of books along with some Six Sigma books provide comprehensive "HOW TO" information on conducting Process Improvement Projects. I can't imagine conducting a Process Improvement Project without defining the GAP between what value should be delivered to stakeholders vs. what value is currently being delivered to stakeholders. Saving Changes...
I hope if dogs ever take over the world, and they choose a king, they don't just go by size, because I bet there are some Chihuahuas with some good ideas.
