1. Business process improvement (BPI) overview
June 9, 2016
pmo.ucsf.edu

2. Is this familiar?

3. Business Process Improvement is a way of thinking and acting which
Increases Value Reduces Waste
Respects People
You use simple tools to develop good ideas for specific changes to improve processes and add value for customers
It is about removing obstacles that get in the way of doing our job, working smarter not harder, and making things easier

4. BPI increases value to the customer
Higher Quality
Better Service +
More Value = +
Lower Costs
Less Time

5. Involving people is critical
By engaging people who are impacted by the work, we:
Understand what customers value
Learn about pain points
Share knowledge
Find hidden resources
Gain ideas from those who know the process best
Begin to envision improvement
Create ownership and consensus
Develop problem solvers

6. The improvement cycle Review current process Implement
Identify waste and pain points
Create future process (How)
Develop lots of change ideas
Create future process (What)
Prioritize ideas

7. The BPI approach at UCSF is:
Adapted from proven methodologies
Team-based (get the necessary people in the room)
Cross functional (minimize silos)
Based on a common understanding of what actually happens in the current state
Leverages the power of critical thinking
Results in specific actions
Accessible as facilitated working sessions, online resources, training, and a collaborative community

8. Business Process Improvement
Simple steps toward better business…
Business Process Improvement
Initiate
Explore
Improve
Implement
Celebrate!
Plan Implementation
Create Action Plan
Develop Target Measurements
Manage Change
Track and Record Progress
Determine Root Causes
Conduct Other Analyses
Identify Improvements
Prioritize and Decide
Design Future State
Document Achievements
Document Lessons Learned
Recognize Accomplishments
Publicize Positive Outcomes
Continuously Improve
Understand BPI method
Start Up
Develop Project Profile
Form Team
Manage Project
Process Mapping (Current State)
Measure Process Activities
Assess Value from the Customer’s Perspective
CONTENT
METHODS
Templates
Collaboration (Chatter)
Self-reporting (UCSF Box)
Training / Facilitation
Website
improve.ucsf.edu

9. Step 1: Initiate Initiate Become familiar with the BPI approach
Explore
Improve
Implement
Celebrate!
Become familiar with the BPI approach
Develop the Project Profile
Form Team
Manage the work

10. Step 2: Explore Initiate Assess value from customer’s perspective
Improve
Implement
Celebrate!
Explore
Assess value from customer’s perspective
Do Process Mapping (Current State)
Measure process activities
Identify problems

11. Identify waste Seven causes of waste: Transport of materials Inventory
Motion of people
Waiting
Overproduction
Over-processing
Defects
We remove the underlying causes of waste to improve performance

12. The 5 Whys method helps get to the root cause
Problem: There are too many flat tires on our trucks
Why?
Cheap tires
The trucks are running over nails on the floor
Why?
The nails are spilling out of some boxes
Why?
The boxes have holes because they get wet and deteriorate
Why?
There is a hole in the roof
Why?
Know when to STOP
The funds have not yet been approved to fix the roof

13. Step 3: Improve Initiate Identify Improvements Prioritize and Decide
Explore
Improve
Implement
Celebrate!
Identify Improvements
Prioritize and Decide
Design Future State
Revised 20Oct2014

14. Step 4: Implement Initiate Create Action Plan(s)
Explore
Improve
Implement
Celebrate!
Create Action Plan(s)
Develop Target Metrics
Manage Change
Track Progress
Revised 20Oct2014

15. Step 5: Celebrate! Initiate Document achievements and lessons learned
Explore
Improve
Implement
Celebrate!
Document achievements and lessons learned
Recognize accomplishments
Publicize positive outcomes
Continuously improve

16. Continuous improvement does not end!
Continue to monitor the changes made during the implementation step
Return to the improvement list and tackle additional changes
Do regular reviews of the process to increase value and reduce waste

17. Reminder
RRP has a program to provide financial support for business process improvement for cores (facilitated by the PMO) and will also provide implementation support following a BPI project
Contact Desiree Porter if interested or rrp.ucsf.edu

18. What are some of your pain points?
Examples:
Media Production and Resale had a conflict over when the fax for reordering would come each day from Resale to Media. Media really wanted the fax by 1pm to get a jump on the next day’s work. If the fax was late, Media would call directly and pester Resale. However, that time of day was Resale’s busiest time so they could not usually send the fax. And the calls just made it worse!
Core Immunology Lab (CIL)’s intake process for new studies was highly variable. Information was received in many different ways, often incomplete. There was no standard intake form. Sometimes grants are submitted with inaccurate budgets based on outdated info. Sometimes after the budget is “final” it will change.