Process Improvement & Change Management

The Big “S” 2 Systems improvement v. systems improvement. It’s never just about tools. Successful implementation of technology systems requires process improvement and change management in close partnership with IT’s customers and supported by the executive team. This is especially true for organizations like PATH where the processes have developed outside of leading practices recognized by industry and sector. PATH requires Systems work for us to be successful with systems work.

The Right Amount of Process Helps 3 The shape of the solution must fit the shape of the problem

Build Credibility… 4 Delivery Transparency Alignment Focus inward first

…Then Partner 5

Example: Finance Process Reengineering at PATH Various data points have highlighted the overall inefficiencies associated with Finance processes and pointed to lack of technology adoption. BCG Study PATH Finance staffed appropriately but likely underinvested in systems PATH is too lean in IT overall No knowledge management solution. Use IS as a strategic partner PLSG Survey Business Process Reengineering w/Accenture Key areas are in need of new systems or better processes to address growing demand for services Need for higher data quality and timeliness, to support management of larger & more complex contracting arrangements Investigation of the current state of nine Finance process (with a deep dive into Annual Budgeting and Procure to Pay) found disconnected existing systems and an overall lack in reporting and analytical support – which are in stark contrast to recommended leading practices Data Point/Study Example Findings

The Red Queen 7 “…Alice, now here, you see, it takes all the running you can do to keep in the same place. If you want to get anywhere else you must run at least twice as fast as that.”

Questions & Discussion 8