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Business Process Management for Housing Operations describes how the University of Florida Department of Housing and Residence Education uses BPM to manage software development projects.
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2009 ACUHO-I Business Operations Conference
Do you know your processes?BPM for Housing Operations
Brandon VegaAlex Rockwell
2009 ACUHO-I Business Operations Conference
Quote
“If you can’t describe what you are doing as a process, you don’t know what you’re doing.”
-W. Edwards Deming
2009 ACUHO-I Business Operations Conference
What is a Business Process?
A collection of activities that takes one or more kinds of input and creates an output that is of value to the customer.[www.crfonline.org/orc/glossary/b.html]
2009 ACUHO-I Business Operations Conference
What is BPM?
The achievement of an organization’s objectives through the improvement, management and control of essential business processes. [Business Process Management: Practical Guidelines to Successful Implementations, 2008]
2009 ACUHO-I Business Operations Conference
BPM is NOT…
just a technology tool, a solution to all your business problems, the best choice in all cases.
2009 ACUHO-I Business Operations Conference
What can BPM do for me?
Increased productivity Increased process compliance Improved communication Improved resource utilization Shorter process cycle times Lower process cost Increased customer satisfaction
2009 ACUHO-I Business Operations Conference
Area Damage Billing
Paper process Charges recorded by office clerks. Carbon copy form Charge amounts on a piece of paper. Accounting enters charges manually.
2009 ACUHO-I Business Operations Conference
Steps
Project Initiation Identify target process Put together team Kick-off meeting Map out the process Improve the process Develop the software Go live
2009 ACUHO-I Business Operations Conference
Project Initiation
Create Project Initiation Document (PID). Requires sign-off from project sponsor. Ensures project “makes sense”. Allows for checking progress.
2009 ACUHO-I Business Operations Conference
Project Initiation
Objective What do we want to do? Summarize what the project should accomplish.
Success Criteria Project Plan (high level)
2009 ACUHO-I Business Operations Conference
Project Initiation
The objective is to provide a streamlined method for handling the Area Damage reporting and appeals process that reduces the total time for process completion.
Objective
2009 ACUHO-I Business Operations Conference
Project Initiation
Area charge amounts standardized. Charges are submitted in real-time. Remove need for manual entering of charges
by accounting. Total time for charge submission is reduced.
Success Criteria
2009 ACUHO-I Business Operations Conference
Project Initiation
Deliverable Duration Completed
Phase 1: Area damage invoice submission ---------------- ----------------
Project Initiation 20 days 09/08/2009
Select Framework 15 days 09/25/2009
Configure jBPM 5 days 09/11/2009
Design Database 3 days 09/30/2009
Develop Process in jBPM 10 days
Develop Software 34 days
Beta Testing 10 days
Production Deployment 1 day
Phase 2: Resident Appeal
Phase 3: Appeal Approval/Denial
Phase 4: Refunds and Search capabilities
Phase 5: Charge List Administration
Project Plan
2009 ACUHO-I Business Operations Conference
Identify Target Process
Determine the project Scope. Involve the key stakeholders. Create a process hierarchy diagram or similar. Identify all activities in the process. Identify sub-processes. Focus on process AS-IS.
2009 ACUHO-I Business Operations Conference
2009 ACUHO-I Business Operations Conference
Project Team
People determine the success of your Business Processes.
Must understand what is expected. Must understand their role in the process. Process changes especially delicate
2009 ACUHO-I Business Operations Conference
Project Team
Should include sample of all actors involved. Ownership is important Project Sponsor(s)
Person(s) making important decisions Project Manager Business Analyst Developers
2009 ACUHO-I Business Operations Conference
Project Team
Process Owners Decision makers Ability to change the process after it is defined
Subject Matter Experts (SME) Those with “hands-on” knowledge Ability to provide detailed process information Advocates of the project
2009 ACUHO-I Business Operations Conference
Project Team
Role Responsibility Name
Project Sponsor Responsible for critical decisions regarding resources and project sign-off.
T.J. Logan - Asst. Director for Administrative ServicesDenise Tanner - Director for Business Services
Project Manager/ Analyst
Project planning and management. Resource management.
Brandon Vega
Developers Interface design, program development
Alex RockwellJin Peng
2009 ACUHO-I Business Operations Conference
Project Team
Role Name Department
Process Owner Denise Tanner Accounting
SMEs Nancy Peebles Accounting
John Evangelista Accounting
Mark Hill Maintenance
Jennifer Leavitt RLC
Donna Ingersoll-Rowland
Office Mgr.
Cassandra Haynes Office Mgr.
Jody Rodgers Clerk
Linda Monroe Clerk
Orpha Hoover Clerk
Rebecca Gilreath Clerk
2009 ACUHO-I Business Operations Conference
Kickoff Meeting
All stakeholders in attendance Review of PID Stakeholders agree to responsibilities. Sign off
2009 ACUHO-I Business Operations Conference
Analyzing the Process
Map the workflow Go low-tech with Post-Its Activities Decision Points May use colored Post-Its to differentiate Dry erase board
2009 ACUHO-I Business Operations Conference
2009 ACUHO-I Business Operations Conference
Mapping the Workflow
Write activity title in few words Write decision points with YES/NO answer Basic success scenario Post-Its can be moved around Spend as much time as necessary Involve as many stakeholders as possible Focus on Process “As-Is” (current state)
2009 ACUHO-I Business Operations Conference
2009 ACUHO-I Business Operations Conference
Assign Roles
Assign roles to activities One role assigned to each activity Write on bottom of Post-It or, specify using dry-erase board.
2009 ACUHO-I Business Operations Conference
As-Is
2009 ACUHO-I Business Operations Conference
Improve the Process
“The first rule of any technology is that automation applied to an efficient operation will magnify the efficiency.The second is that automation applied to an inefficient operation will magnify the inefficiency.”
-Bill Gates
2009 ACUHO-I Business Operations Conference
Improve the Process
Find areas for process improvement Touch Time Cycle Time Unit cost Touch to Cycle time ratio >3% is good.
2009 ACUHO-I Business Operations Conference
Improve the Process
Step #
Activity Clerk Maint. Acct. Touch
time (min)
Cycle time (min)
Ratio touch : cycle
1 Select Resident 1 1
2 Add Charges 1 1
3 Estimate Damage 60 480
4 Submit to Student 2 5
5 Submit to Accounts 5 2400
6 Enter Charges 2 60 Total 71 2947 2.4%
2009 ACUHO-I Business Operations Conference
Improve the Process
Look for easy improvements High cycle times Automating will remove 2465 minutes from
cycle time
Step #
Activity Clerk Maint. Acct. Touch
time (min)
Cycle time (min)
Ratio touch : cycle
1 Select Resident 1 1 2 Add Charges 1 1 3 Estimate Damage 60 480 4 Submit to Student 0 0 5 Submit to Accounts 0 0 6 Enter Charges 0 0
Total 62 482 12.9%
2009 ACUHO-I Business Operations Conference
Improved
2009 ACUHO-I Business Operations Conference
Software Development
Obtain signoff Setup milestones with target dates Development methodologies:
Traditional “waterfall” Iterative approach (Agile or XP) Custom
2009 ACUHO-I Business Operations Conference
Our Approach to Development
Iterative development Each iteration results in working software Deploy to a server and test Get feedback from stakeholders Adjust target date, if necessary
2009 ACUHO-I Business Operations Conference
Software Development
Document changes in requirements Wiki is a great place for documentation Trac - trac.edgewall.org
Wiki and ticket system Spreadsheet Access database
2009 ACUHO-I Business Operations Conference
2009 ACUHO-I Business Operations Conference
Software Development
Do not forget to record metrics. Important for management. Log start and end time for key activities. Send notifications for “out of ordinary”
events. You should see improvements.
2009 ACUHO-I Business Operations Conference
Ready to Go Live
Hardware is in place No critical change request pending Implementation plan in place
Communication Support Training
2009 ACUHO-I Business Operations Conference
jBPM Software
Java-based BPM open-source software. Graphical Process Designer. Web console for process testing. jBPM engine waits for tasks to be completed. “Knows” what is next in the task list. “Knows” who should complete the task.
2009 ACUHO-I Business Operations Conference
jBPM Demonstration
2009 ACUHO-I Business Operations Conference
Other BPM Software
ProcessMaker (open source, PHP) processmaker.com
CuteFlow (open source, PHP) cuteflow.org
NxBRE (open source, .NET) devintelligence.com
Lombardi Teamworks (PHP) lombardisoftware.com
Skelta (.NET) skelta.com
ActiveVOS (Java) activevos.com
2009 ACUHO-I Business Operations Conference
Thank you!