The Process Ninja

Now's the time to join the BPM Australia Group on Linkedin

If you are in Australia and are interested in learning more about BPM or networking with BPM people (like me!) you should seriously think about joining the BPM Australia Group on linkedin.

Johan Nelis, the groups organiser, recently sent this message to the group:

BPM Australia nearly 100 members

The LinkedIn Group BPM Australia has really taken off, we have received many requests to join and have now 95 members within a matter of months.

As we cater solely for Australia, we declined the numerous invites from USA and Asia, as our experience is that many of these contacts use groups just to promote their products & services.

We are keen to promote BPM Australia further and to have more Australia focussed discussions. So we invite you to invite your colleagues and friends (lets reach 200 within the next month)

You are welcome to post discussions and news on the group and participate in these discussions.

Let me know if you have any other suggestions to promote Business Process Management

Cheers

Johan

Process Days 2009 - An Interview with Roger Tregear of Leonardo Consulting

I'm rather excited to be attending Process Days 2009 in Sydney. It runs from 3-6th August. Rather than me spout on about it I decided to ask Leonardo's Consulting's Director and BP Trends contributor Roger Tregear to tell me all about it...

 

What makes Process Days different from other BPM events?

[RogerT] ProcessDays has come to be more than just a conference. Apart from being 4 days of variety in classes and presentations, there are many opportunities for networking with fellow practitioners and vendors. The program is designed to optimise the learning experience. It’s an event designed by people whose business is BPM. We don’t run it to make a profit. We run it to facilitate learning and networking. Other conferences are often designed and delivered by people whose business is running conferences. This year’s event will be the 7^th annual ProcessDays.

 

Who are you looking forward to talking to or meeting at Process Days?

[RogerT] Everyone. We’ll have many regulars coming back to ProcessDays so it will be good to see them again. Always good to meet new people as well. And, of course, The Process Ninja!

 

What are the “must see” events or talks at this year’s event?

[RogerT] I’ll certainly be going to Master Class 2 about Managing Service Processes – since I’m delivering that one! Lida’s Master Class about standardising processes will be interesting – important topic. I’m not so interested in the more technical topics but there are some great topics in that group. The Master Classes are a great opportunity to spend extended time talking about important aspects of BPM. For the Conference we’ll have some friends from overseas – Bassam AlKharashi (MeduNet, Riyadh), Christine Stephenson (Emirates, Bahrain), Joerg Klueckmann (IDS, Germany). Alec Sharp will be back with us online from Vancouver. Alec got the highest delegate evaluation scores last year so his will be a welcome return. Professor Michael Rosemann will do his usual endnote presentation about future process developments. Michael has great insights into “the next big thing in process”. We’ll also have Dr Rosalind Dubs, Deputy Vice Chancellor and Registrar at UTS to present in the last session on Day 1 of the Conference. She is leading a process transformation at UTS and has an interesting mixture of industry and academic experience. Speaking of process transformation, Carolyn Hogg, the Centrelink Deputy CEO Service Delivery & Emergency Management, will have a great presentation about the continuous improvement revolution underway at Centrelink.

 

How will Process Days help companies in these difficult financial times?

[RogerT] Firstly, ProcessDays is a very inexpensive Conference and Master Classes so it doesn’t cost an arm and a leg to attend. We also do great deals for group bookings. Secondly, we will spend 4 days talking about how to do “more with less”. That has to help. I think more and more organisations are realising that the old “sack and sell” response to tough times just isn’t good enough.

 

And finally, how will we be able to meet the legendary Roger Tregear at Process Days???

[RogerT] It will be hard to avoid me! I co-chair the Conference with Michael Rosemann and I’ll be around  for every moment of all four days.

Ozymandias and ebay's Evil Process Empire

I do love buying things on ebay. Most of the time you get a good deal and the people are pretty nice. I've also sold quite a few things with similarly good experiences.

The experience sours, however, whenever I have to deal with anyone from ebay. ebay exemplify in my mind everything that is wrong with modern day businesses. When you try to contact ebay you find that there is no contact number, their e-mail address is hidden within hundreds of pages of help text and it is generally a horrible experience that screams "fix it yourself, don't contact us". When you do get a reply via e-mail it is simply a cut and paste of some generic blurb from their help text. They don't listen and they don't care.

Take my situation. I am setting up an online store for my parent's underfloor heating business. I've been trying to do this for 3 weeks now. I've filled in all the forms, jumped through hoops, finally got my paypal working and then it says that they need to call and give us a verification code to activate the business account. So we wait, and wait, and wait. A week goes by - nothing. So I try to contact ebay. Oh, but wait when I click on the help button it asks me to log in...so I do and I get to a screen which asks me for a...verification code.

So here I am unable to log in and unable to get help. The only option the screen gives me is to re-request the code - which I do for a week solid. Eventually we get a call and enter the code - hooray - it works. It then asks me to log into paypal which proceeds to crash. So I go back to ebay and log in again and....it asks me for a verification code, which I enter and...it doesn't work.

At this point I am ready to scream, but instead I write.

OK, so ebay are huge and they don't want to deal with scummy little customers. But at least design systems that allow customers to get help quickly and easily! But at the end of the day the sad fact is that ebay just don't care. As someone who runs a small business I find it really painful that companies have such low regard for the people who are paying their wages. They may be sitting on high now but like the statue of Ozymandias, the sands of change are always blowing - and when those winds change for the worse I hope that ebay will rue their appalling lack of customer focus.

I met a traveller from an antique land
Who said: "Two vast and trunkless legs of stone
Stand in the desert. Near them on the sand,
Half sunk, a shattered visage lies, whose frown
And wrinkled lip and sneer of cold command
Tell that its sculptor well those passions read
Which yet survive, stamped on these lifeless things,
The hand that mocked them and the heart that fed.
And on the pedestal these words appear:
`My name is Ozymandias, King of Kings:
Look on my works, ye mighty, and despair!'
Nothing beside remains. Round the decay
Of that colossal wreck, boundless and bare,
The lone and level sands stretch far away".

- Percey Bysshe Shelley

Ninja Tip: How to Crush it at Interviews

This is a bit off the process topic but since there are a lot of people out there at the moment feeling the pain of the financial crisis I thought I would share some tips on how to nail that interview (or CRUSHIT as Gary Vaynerchuk would say). Here's how:

Quality Not quantity

12 months ago, if you were 80% right for a position you'd probably have a good chance of getting it. Now, with the glut of candidates on the market employers can be ultra picky about what they want and can hand pick candidates that are 99% right for the position. The lesson is, go for positions that are very closely aligned with your skills and experience rather than those that are a loose fit. Otherwise you are just wasting your time.

Change your price

The market is paying 10-20% less than it was 12 months ago so make sure that your price expectations are not unrealistic. There are many people living in denial that are still trying to get the same rate they got 12 months ago. Again, as employers can afford to be picky they won't even look at you if your price is too high. Work out what is the lowest price you can afford to comfortably live on and go for that. Just get yourself employed - and stay employed.

Look the part

When you are going for an interview make sure you look a million dollars. Your old suit with the giant lapels from 1977 won't cut the mustard. Guys - Go out and buy a classy suit, a hot tie and shirt with cufflinks. Take someone female with you (we men are useless with clothes, and if you don't agree you are probably gay). Spend some money on it. Your suit you wear to work eavery day isn't good enough. Get a haircut. Shave (if you are a man, of course!) Do not smell BAD. Smelling good is a bonus, but don't overdo it. Girls, you are usually good at this stuff but be careful with the amount of cleavage. Try not to look like a high class...I won't say it. Aim for classy. Buy Trinny & Susannah's The Rules or get more tips here.

Be prepared

Print out all the address details and contact numbers for the interview. Take 3 copies of your resume with you to the interview. If someone has been called in at the last minute and you can hand them a resume they will be most impressed. Also, take along any documentation that you can use as examples (be sure to blank out company specific information). Prepare a list of questions to ask at the interview and provide a copy to each of the interviewers when they ask the ubiquitous "do you have any questions?" question. They will love it. If you would like to see my question list e-mail me.

Before you go in

Drink an espresso coffee with sugar 30 minutes before you go to the interview. This will be just enough to get your brain fireing without making you look like a crack whore who's just had a hit. Make sure your resume, notes and examples are all in a neat folder. Turn up early, but not too early. 10 minutes early is acceptable, anything more you will appear to be a paranoid schizophrenic. If you are early just sit in the foyer, relax, check your outfit is presentable and for god's sake please go to the toilet. A fart in an interview? - let's not go there.

Don't look like a puddle of Jelly

When you meet your interviewers give them a firm handshake. Firm - not a fishy little girl's handshake and not a bone crushing "I've got a bigger penis than you" handshake. Something in between. Look them in the eye with your shoulders back. Be confident. Repeat to yourself "I ROCK!!!" When you go into the interview wait to be offerred a seat. If they don't offer you a seat, sit down when they do. At all times, sit forward, use eye contact with ALL the interviewers and show interest by nodding and responding (Yes, I see, etc). As hard as it may be, try to enjoy the interview. Look at it is a learning experience.

It's a 2 way street

Don't think of an interview as you trying to impress them. They also have to impress you. An interview should be a two way process where you assess them. Don't be afraid to ping questions at them during the interview. It shows alertness. And balls. Not many people have balls.

If it isn't right, say so

If you think the position isn't for you, kill the interview. It isn't fair to waste your time or theirs. Poilitely say that you don't think the position is a good match and that you don't want to waste their time. Keep the door open by saying that you appreciate their time and that you would be more than happy to work for them if a suitable position arises.

Don't be a stalker

After the interview, under no circumstances should you harass the interviewers with multiple phone calls and e-mails. It smacks of desperation and makes you look like you are psychologically imbalanced and needy. Wait for them to come back to you. Give them a week and follow up with a polite e-mail or phone call.

Remember that above all, if you get to an interview, you have every chance to get the job. Just don't blow it!

Good luck!

TPN

Cityrail shows its process ineptitute once again with Process non value add

My friends at Cityrail, whom I rely on for my daily unpleasant ride to the city are at it once again. Their latest and greatest idea to speed up the disembarkation and embarkation of passengers at trains is to have (at every set of train doors) a guy with a a bright orange jacket and hat (with a penguin on it). The penguin is suppose to symbolise people not "huddling together".

City rail say "Improving the flow of customers on our platforms means everyone can get on and off the trains more easily, ensuring customer safety and allowing trains to run on-time".

No shit Sherlock. So how do they plan to get a guy with a penguin hat to do this?

"As part of the test, CityRail staff will be positioned along the platform close to each set of train doors and will be asking customers:

• to wait behind the yellow line
• to move well inside the train and asking them to stand clear of the doors
• not to board the train when it is due to depart
• to spread along the platform. "

Wow! Of course this is what everybody does anyway. The fact of the matter is that the woefully inept Town hall station with it's ancient facilities can't meet the capacity requirements. There is nothing wrong with the customers (in general) other than there aren't enough trains, nor capacity on the trains.

Upon observing the new penguin police I can categorically state that apart from saying "stand back" they add NO VALUE to the process. Cityrails claims of a more comfortable journey as "more comfortable because of the more even spread of customers throughout the carriages" is ridiculous. How can a guy standing outside saying "stand back" contribute to an even spread of commuters throughout the train? When we consider the cost of 8-10 staff and their stupid uniforms this is a pathetic waste of taxpayer money (even if it is intended to be used only for special events).

Whoever thought this one up deserves to be forced to commute on these scummy trains with the rest of us!

A couple of Six Sigma Links you might find useful

Facebook | Users of Process Mastery with Lean Six Sigma.

This is a group run by George Lee Sye. Who is George Lee Sye? Well I've been asking myself the same question. Seems that amongst a number of other things George is a Six Sigma guru. Check out his website at http://www.soarent.com.au/

There are a couple of freebees on there (e-books) as well as some info on six sigma courses, etc. I haven't met George but he sounds like a rather interesting chappy.

Business Process Improvement and Business Process Management Explained (by Jamie Oliver)

Last night I was lucky enough to attend the Sydney BP Trends meeting hosted by Johan Nelis. Last nights talk was given by Imre Hegedus and focussed on the role of governance and how BPM differs from BPI.

You all know how much I like analogies so instead of replicating Imre's presentation I'm going to put a different spin on things.

Imagine you are sitting down watching an episode of Jamie at Home with my favourite TV chef, Jamie Oliver. "Cor Blimey Gov" says Jamie, "I've got a problem...me missus has just popped out another little 'un and I don't have enough food in the garden to feed all these little stavin' urchins". Jamie has a problem that needs to be solved.

Thankfully Jamie has already established his garden. He has put up fences to keep rabbits out, he has cultivated the soil, hoed it and everything is ready. He has even communicated to his gardener the rules about how the garden is to be kept. This is jamie's Business Process Management Governanace. He has set up the framework and rules to monitor the garden on an ongoing basis.

However, Jamie still has a problem - not enough food. Jamie needs to make some process improvements to the garden. So he identifies that he needs to plants some carrots and some potatoes to feed the little nippers as well as some new fertiliser to get everything going. So he sets up a new little project to plant what he needs, engages with the gardener to get things going and they proceed along their garden process improvement project. Lovely jubbly.

In saying that Jamie still keeps his BPM Governanace going - he maintains his fences, tills the soil and monitors the garden for any other problems or issues where process improvement initiatives might need to be kicked off to keep things operating in tip top condition.

In essence Jamie's governance structure sets the rules for his BPM initiatives on an ongoing, proactive basis. It picks up any issues and addresses these through ongoing management. Process improvement initiatives form a sub-set of the ongoing BPM activity.

So in the end as long as Jamie keeps looking after his garden (BPM), he will continually identify improvements to be made which will result in less re-active, knee jerk improvement initiatives. All his little mouths will continue to be fed and he will sit back with an nice, icy cold beer and a steak and admire his little centre of excellence.

Pukka.

Documenting your business procedures in ten easy steps

Hi all, this is an article I have recently written for Flyingsolo.com.au. It's audience is small / micro businesses, but you may find it relevant...

Processes. Love ‘em or loathe them, we can’t live without them. They are part of everything we do in our lives and in business. But often we take our business processes for granted until disaster hits or we we need to break free from our indespensible role as the boss; but how do you get started with documenting processes for your business?

Here are 10 easy steps to get you onto the path of process enlightenment:

1. Start with the basics
It is tempting to try to jump straight into writing procedures, but before you do this it is important to document information about your business that may seem obvious. It might be obvious to you, but ask your staff a few simple questions and you may get a surprise!  Start with the basics – what the business does, who its customers are, where you are located, who your suppliers are, what your operating hours are and how you can be contacted.

2. Who are you writing for?
Before you plunge headlong into your business’s most complex processes, remember who you are writing the procedures for - not for those like yourself who have intimate knowledge of the entire business, but for your staff.  The more accessible you can make your instructions the easier it will be for your staff to learn. Write your procedures as if you are talking to a child – that way everyone will understand them.

3. Make a list
Before you start writing procedures, make a list of all of the processes within your organisation, note who can provide the information and prioritise each one of them.

4. Just start
What are you waiting for? Just start! Stop thinking about it and do it. Procedures are like life insurance - don’t put it off.  You never know when you might need it…

5. Never mind the medium
Don’t be overly concerned with how you document your procedures. Whilst Word and Excel are good ways to start, it doesn’t really matter if you write them with a rusty nail dipped in blood - as long as you do write them (just make photocopies!)

6. Step By Step
When you write a procedure, break everything down, step-by-step. Try to number each step, write down who is responsible and clearly articulate what is required. You may find it helpful to start each step with a verb. For people like me, that means a doing word, like “create”!

7. Ask your staff
You probably think you know everything about your business (and I’m not saying you don’t!) but you should always let your staff review your procedures.  You might find out that they aren’t doing things the way you had hoped, and they may even have some new ideas for ways to do things better…

8. Re-invent
Documenting your processes and procedures forces you to think about the way things are currently done. This very act can help to stimulate creative juices and generate ideas to re-invent and improve your business.

9. It’s a living thing
Once you have documented your procedures don’t put them on a shelf and forget about them. It’s important to keep them alive and up-to-date. If you can’t handle continually updating them then set a date in your diary to review them on a regular basis.

10. Get Professional Help
If it all seems too hard or you can’t find the time, don’t be ashamed to get help. There are many experienced procedural writers out there who can help you to pull things together (like me!)

Why not share your experiences and tips for creating procedural manuals for your business?