Through over 18 years spent working in the IT industry, consulting with businesses of all sizes on their systems and IT strategy, Ben Tristem has created the SOFTWARE™ approach to business systems improvement. Here is an outline of the approach...
Select the first process to improve
Starting with the process that’s top of mind, and remembering there is no right place to start, we pick a first process to improve. You can usually just go with your gut here, and if you need help we could ask your team. We focus on processes that are causing you the most SWEAT: Stress, Waste, Errors, Activity or Time.
All your processes are connected, and there is no obvious centre. Take heart that there is a limited number of them. Wherever we start will create savings in time and money that you can immediately re-invest. Improvements will “snowball” once you start, so the key is simple to start now.
Observe that process carefully
We resist the urge to make obvious improvements just yet. It’s important to get an accurate and complete measure of where the process is first, this may take discipline. We focus only on the process chosen in the previous step, and then go deeply into it.
We take notes, ask active questions and use video, audio and screen recordings if necessary. We see the process first-hand, in a real-world situation. We work with staff members to ensure our observation notes are a true representation.
Flowchart the process as-is
We use a simple box-and-arrow diagram as in the example below. The goal is to capture the steps and sequences of tasks in the process. We take time to note exceptions, we keep the diagram nice and spaced-out and often to re-draw it a few times.
We indicate where the process interacts with other processes. Detail what information is required, and when in these interactions.
Tally the costs
In this step we uncover the true costs of the process, and establish a baseline against which we can compare the new process once embedded.
We consider all costs including software licences, Internet bandwidth, the cost of fixing errors produced, and the equipment and facilities tied-up during the process.
Widen your view
We set a timer for an hour, and let ourselves “go wide”. Now is the first real opportunity to start flexing our creative muscles. You may want to bring in different people to bounce ideas off at this stage.
We consider the knock-on effects of changes. We focus especially on any changes to the inputs and outputs to the process, as these could have knock-on effects. We remember that changes in timing may be as significant to other processes and teams as changes in content.
Analyse and select from your ideas
We started at a single point, the target process. We then widened our understanding, and expanded our ideas. From this stage onward we need to start contracting, homing in on a re-designed process.
Now we select the best ideas, consider their impact on the baseline metrics, and start to imagine how you might put them together into a new process. This stage could be very quick, overlapping heavily with the two either side of it. Consider what parts of the process could be Terminated, Improved, or Mechanised.
Redesign the process
Now we’re ready to create the processes’ successor. Remember that any improvement is a win, and that the new system doesn’t need to be perfect. Draw the new flowchart, write the instructions, then forecast the improvements over baseline and tabulate them against your baseline costs measurement.
Embed & measure
We design and roll-out the new process, as a pilot study if possible. We measure the impact, and tabulate against the baseline and forecast. Bear in mind that initially people need to get used to the new way of working, so this may under-estimate the improvement. We come back a few weeks later and take a forth and final measurement.
CONGRATULATIONS! You’ve improved your first business process, and spent some seriously productive time working on rather than in your business. Consider re-investing some of your savings in time, energy and money into further improvement. You won’t recognise your business in a few years, it’s exhilarating to imagine what it may become.
