It’s been just over a month since I started my new job and I have a year end goal; to define, capture, and implement two predetermined processes in the ogranization. Through some discussion with the Board of Directors and the Coaching team, we have determined that the inside sales to service process and a new initiative for a VIP bundled service package offering will be my focus until year end. Within the new service package offering, there is a design stage that should be its own process because it is followed currently in other areas of the business. I am optimistic that we will complete all three processes by year end. The tool I am using to capture and document, of course, is XSOL.
Collaboration, Collaboration, Collaboration
So far, we have had two round table discussions looking at our inside sales to service process with the users who are involved in the process and I have followed up individually between the round table discussions. We are going to provide an automated client notification email at specific stages in the process to improve how we communicate progress on a customer order. We will have our third and final round table next week to review the documented process before we “flip the switch”. We not only captured current process steps, but we will also turn on the email notification workflows and start monitoring and measuring per our captured and documented process. Which brings me to the documentation side of XSOL and how it can be used.
The output documentation can be created in Word, Excel, .chm, or .html. The Word document is useful to print out and provide for review and markup by users, but the best use of the documented output for me is the web page (html) output. With html, we have drill down capability at every stage and task level. Since I cannot post our internal process for the general public, I have updated the “Process Mapping Explained” document from my last blog post and am going to use it to show how I am approaching process capture and documenting of our three processes here at Mytech Partners, Inc..
Here is the process model in the Flow Diagram mode:
This is flow diagram form and can be completely edited here
And there is another design mode that is a tree designer and can be udpated there as well. Note the picture below:
Any changes here are updated in the flow designer screen as well
Once the team has created a flow that everyone agrees has captured the process in enough detail, we are publishing our documents to our SharePoint site so our staff can access them easily. The output documentation for this example will show the drill down in the html document. If this were one of our internal processes, a user could simply click and go and get all the tribal knowledge we have captured in the process and follow clear and concise instructions. Note the next three screen shots will show how the drill down shows addtional notes and information.
First, we will drill down on the stage “Define Stages of Work”(keep in mind, this stage could be called something like, “Receive Customer Order”:
As my mouse hovers over the stage, we see a dialog box appear that instructs the user to click on this to drill down
Now, we are in the stage flow area that shows the tasks within the stage and we can drill down, noting that when I hover my mouse, I see the dialog box again instructing me to go to the details about that particular task:
Now see the information we put into the process – instructions, including a screen shot of how to insert a link (could be a screen shot of an ERP data entry screen):
What do we do once we capture the process and provide access to the documented output?
In ITIL (Information Technology Infrastructure Library) fashion, I have created a Change Advisory Board that allows users to log change requests to the vetted processes. Upon review and discussion, we update our process and resave the updated document (if process change is approved – it is critical to establish guidelines on what information must be included in the change request) to our SharePoint site. This will make process changes manageable and fairly flexible to change.
I look forward to my next udpate; I will provide some ongoing feedback around the change requests and how the year end plan is shaping up!