19 Real-World Tips for Process Design

1. Develop high-level process requirements.
2. Select technology based on these high-level requirements.
3. Conduct detailed process design with a cross-functional team, and with individuals who understand the technology selected (they know what has to be customized).
4. Prototype any technical or configuration changes with the support center and second-level analysts. Once approved, add these changes into the final design.
5. Configure technology based on the final process design.
6. Do not configure anything in a vacuum.
7. Ensure that process design supports service level agreements, rather than hinders them.
8. Have stakeholders participate in education and review sessions.
9. Institute appropriate organizational changes based on the process design.
10. Work through several real-world scenarios when completing process prototyping, to ensure that people, technology and process components are working together.
11. Conduct focus groups and brainstorming sessions to develop requirements and flow.
12. Work with “sticky” notes, to define the process elements required; you can move them around!
13. Identify a conflict resolution process that is fun.
14. Capture tasks associated with each work step and required responsibilities, including skill sets needed.
15. Reward people for participating in the design process!
16. Make sure you prototype! (This way, you’ll know if you are rounding home plate, or are caught between bases.)
17. Keep process design sessions to no longer than two hours each.
18. If you are integrating processes, establish integration points and test your technology. Many technologies tout integration, but few really provide it.
19. Bring in hired help or a good facilitator who knows how to develop outstanding process design – “make sense, and finally, writing the procedures that will become a significant part of your training effort. With these things accomplished, you’ll have clear specifications to implement the new technology.”