In the web logs The EPI model part 1 and part 2, I explained the EPI model and how we use it into our workshops. In part 3 I start explaining the approach how to implement this model. The approach exists of four main parts: Design cycle, Build cycle, Continuous improvements and Process control. In the previous web log (part 3a) I explained the design and build cycle. In this web log we will explain the Continuous improvements and Process control.
Continuous improvement (release strategy)
The final approach is the release strategy. It is important to start to implement the Process Control of the Composite process first. This will be the first Release. After implementing this first release you have the transparency and process control to analyze the separated process steps and identify the bottlenecks. Also you can measure the real lead-time and workload. Based on this information you can plan your improvements for the process, procedures, applications and organization. From this point on you are able to implement these plans into a new optimized Composite Process Release.
If we want to control and to improve Composite Processes we have to measure the process steps of this Composite Processes. Based on the analysis, we can define improvements with higher ROI. If we look at facilitating the organization we can define three groups to control the Composite Process:
- CEO, CFO, CTO, C-Level
- Board of directors
- Process Owner
At strategic level key process indicators (KPI) are important. Mostly these KPIs are based on summarized process information. KPIs can be explained much better because we add measurement of every process step including manual steps. So we can show the influence of the different process steps at each other. For every step we can provide SAP SEM information, so strategic management control the process using standard tools. At tactical level we want to analysis the composite process. Most of the time we want to known which processes arent performing very well. So we need a Process Analysis Monitor with detailed information for every process step at level 2. The detailed information exists of planned and average measured lead-time, execution time and workload. But we also want to known design decisions in the past and known issues for every process step. All this information can be used to make decisions easily to improve the processes in the next release. SAP BW reporting and ARIS for Netweaver will be the right tools to facilitate the Process Analysis Monitor.
At operational level we want to control single composite processes. For this we need a process execution monitor for the process owner. He wants to known which processes are active and their overall status. If something is going wrong he wants to be informed and he will use this monitor to get detail information about the process, its instances and he needs detailed process step information to take appropriate action.
Also at operation level we want to involve the users to the process step. For this, every time a user interaction is needed in a process step, a user or department will be informed. For this we use a generic function in every process step to define a task and to complete this task if user interaction is needed. This generic function will create the task in the right channel of the user. For example work items in the universal task list for managers and tickets in the customer/employee interaction center for shared service center employees. This task will contain a link to the front-end of the process step. This can be an iview in the portal but also an existent legacy front-end like SAPGUI. In the ideal world every front-end is decoupled from the back-office and based on needs of the process step. Only in this case you can achieve the objectives of flexible, standardize, easy access, user centric and one times right applications
The EPI model approach will show you the bottlenecks of your business processes. It can help you to control you business processes on top of departments and using different applications. It makes decision easily to optimize sub processes based on measuring and it is much easier to change the operation on in a very flexible way.