I hear this from time to time. I only changed one little thing and bam everything fell apart. The reason everything fell apart is that when you change something in a process, no matter how large or small, it will have an impact, thus the reason to understand the process and how what you do will impact everything else. Consider this scenario. In the 70s I worked for a bank microfilming checks and any other documentation deemed in need of capture and preservation. The checks were collected from the branches by bank couriers, brought to the proof department at HQ, processed, filmed and then sent to the Federal Reserve for processing and distribution to the originator. Today we have technology to change and enhance this process. Let’s see what it does.
I will capture the checks at the point of receipt, in the Teller’s windows using a check scanner. These devices have the capability to produce an image of the check both front and back. The also read the MICR characters at the bottom telling us where the check comes from and which account. When the check is scanned, the teller enters the amount of the check, the two banks transfer the funds and the check, based on Check21 guidelines, could be destroyed. I know I am simplifying this but the point is I have made a huge impact on the overall process. By placing the check scanner and capture function at the Teller’s windows, I no longer need the check or the courier. I no longer need the proof department as the Teller has now done this action. I no longer need the microfilm person as we have a digital image. In essence, I have now put 50 people out of work and significantly changed the way this bank operates across several departments, all by changing one thing.
In my view, these changes are vital to the success and growth of many organizations. The problem is that many organizations do not take time to understand the entire process end to end and when they change something, the impact is much greater than anticipated. You need to understand what is happening not only in the process you are focusing on but all of the processes related to it. This is the way you can successfully change the way you work and plan for success rather than make a change and hope for the best. Many organizations approach process change as being limited to only a department or departmental segment rather than potentially changing and impacting the larger audience. Take time to map, analyze and plan to succeed. You will be glad you did and the success achieve will be much greater.
If you are ready to move forward and are finding yourself stuck or unfocused and are not sure where to begin or what to do next, seek professional assistance and/or training to get you started. Be sure to investigate AIIM's Business Process Management training program.
Be sure to read the AIIM Training Briefing on BPM (authored by yours truly). Click on the image to download and read.
What say you? Do you have a story to tell? What are your thoughts on this topic? Do you have a topic of interest you would like discussed in this forum? Let me know.
Bob Larrivee, Director and Industry Advisor – AIIM
Email me: blarrivee@aiim.org
Follow me on Twitter – BobLarrivee
www.aiim.org/training
#BusinessProcessManagement