PROCESS MANAGEMENT

SESSION 1

Ma. Fatima H. Santiago
LGOO II, DILG
WHAT IS A PROCESS?
THE
RESTAURANT
PROCESS
Typical Restaurant Process



Arrive
Wait to
be seated
Order
Eat Pay
Leave
The Restaurant Process if full
Arrive
Wait to
be seated
Order
Eat Pay
Leave
The Restaurant Process with
Reservations
Arrive
Call
for
Reservations
Order
Eat Pay
Leave
The Takeout Restaurant
Process
Arrive
Order Eat Pay Leave
A process can be altered, depending
on the situation.
“ A business process is a collection of
related, structured activities or tasks that
produce a specific service or product
(serve a particular goal) for a particular
customer or customers.”
Further, a process..

It involves people.
It involves a particular task.
It has in inputs and outputs.
Usually connects to other processes.


It’s everything we do!

IT’S HOW WE DO WHAT WE DO.

The Guiding Principles of Process Management
Hammer (2010)

• All work is process work
• Any process is better than no process
• A good process is better than a bad process
• One process version is better than many
• Even a good process must be performed effectively
• Even a good process can be made better
• Every good process eventually becomes
a bad process
Process Selection
WHAT TO CHANGE?
PICK
Chart
HARD
to implement
EASY
to implement
BIG
payoff
SMALL
payoff
Implement
Possible
Challenge
Kill
THREE THINGS TO CONSIDER
Dysfunction
Importance
Feasibility
Why change an existing
process?

“Unless you change the process, why would
you expect the results to change?”
BPLS STANDARDS
SESSION 2
Ma. Fatima H. Santiago
LGOO II, DILG
WHAT IS THE BASIS OF THE SET
STANDARDS?
Optimum mix
Global
Competitiveness
Performance
Indicators.
Field
Experience
KEY FEATURES OF THE STANDARDS
The BPLS
Unified
Form
Number of
signatories
The
steps
Processing
Time
KEY FEATURES OF THE STANDARDS
The BPLS
Unified
Form
The BPLS unified form contains the information needed to complete the
registration process and facilitates exchange of information among LGUs
and national government agencies.
The only alteration to the unified form allowed is addition to it.
Mandating a unified form entails eliminating the many
forms that an applicant needs to fill-up repeatedly in
the LGU offices.
All cities and municipalities shall use a single unified
form in processing new applications for business
permits and business renewals.
KEY FEATURES OF THE STANDARDS
Number of
signatories
Signatories refer to the final approving
authority or authorities whose signatures are
affixed to a business permit or Mayor’s Permit
to make the document legal and binding under
the law.
Reducing the number of signatories is a key reform that makes
streamlining possible.
The ARTA limited to five the number of signatories for new or renewal
of business permit.
KEY FEATURES OF THE STANDARDS
The
steps
A step refers to an action or actions that applicants and/or
government agencies undertake as part of the process of applying
for and/or processing business permits and licenses.
A step is considered a step if there is
interface between the client and LGU/
Government personnel. It should create
an output, and lead to another step.
The 5 Steps per JMC on BPLS Standards:
1
Securing an application form from the city or
municipality;
2
Filing or submission of the accomplished application
form with attached documentary requirements;
3
One-time assessment of taxes, fees and charges;
4
One-time payment of taxes, fees and charges;
5
Securing the Mayor’s Permit upon submission of
Official Receipt as proof of payment of taxes, fees,
and charges imposed by the LGU.
KEY FEATURES OF THE STANDARDS
Processing
Time
Processing time refers to the time spent by an applicant from the
submission of the application form to the LGU to receipt of the
business permit.
Such period consists of transaction time,
waiting time, and travel time within the site
provided by an LGU for business registration.
According to ARTA, processing time of complex transactions differ
from simple ones.
To sum it up, the BPLS Standards for processing
time, steps, signatories and unified form per
JMC 01-2010 is as follows:
NEW

10 Days
5 Steps
5 Signatories
1 Unified Form
1 Payment
RENEWAL

5 Days
5 Steps
5 Signatories
1 Unified Form
1 Payment
THE SIMPLIFICATION PROCESS
Session 3
Ma. Fatima H. Santiago
LGOO II, DILG
How do we recognize the need for
simplification?
If you answered yes to any of the previous
questions, your LGU can still improve your
business registration process.
How do we start?
PRE-STREAMLINING ACTIVITIES
1
A. Orientation of Key Stakeholders on the Rational of BPLS Reform.
B. Obtaining Commitment to Undertake BPLS Reforms.

The commitment and support of key stakeholders is obtained
after the orientation in the form of a Memorandum of Agreement
(MOA) among the Mayor, the DILG and DTI that will bind the LGU to
undertake the full process of instituting BPLSreforms (see Annex 3).
The Vice Mayor, the Ways and Means Committee Chairman of the
Council and the Treasurer, who are key participants of the BPLS
streamlining initiative, will sign as witnesses.
How do we start?
PRE-STREAMLINING ACTIVITIES
1
C. Organizing Key Working Groups

C.1. Technical Working Group (TWG)

BPL Office, the City/Municipal Treasurer’s Office, the
City/Municipal Planning Office, the Chairman of the Committee
on Ways and Means of the Local Council, Office of the Building
Official, Bureau of Fire Protection, and the City/Municipal Health
Office.
STEER THE IMPLEMENTATION OF THE BPLS
REFORM PROCESS
How do we start?
PRE-STREAMLINING ACTIVITIES
1
C. Organizing Key Working Groups

C. 2. Private Sector Team (PST)

Since the standards adopt the applicant’s perspective,
the LGU needs to form a private sector team to provide this
perspective and balance insights from the LGU as the work
progresses.
SHARE THEIR EXPERIENCE IN BUSINESS
REGISTRATION DURING THE DIAGNOSIS
STAGE AND PROVIDE FEEDBACK AND
IDEAS.
How do we start?
PRE-STREAMLINING ACTIVITIES
1
C. Organizing Key Working Groups

C. 3. Creation of Information, Education and Communication
Team (IEC)

The IEC team is created by an Executive Order or an
Ordinance. The JIT plus the communications group of the LGU,
with the BPLO as coordinator can constitute the IEC team.
CREATE FAVOURABLE PARTNERSHIP BETWEEN THE
LGU AND THE BUSINESS SECTOR AND WILL MAKE THE
BPLS REFORM ENVIRONMENT TRANSPARENT,
PREDICTABLE, AND COMPREHENSIBLE, CUSTOMER
FRIENDLY AND CLEAR.
How do we start?
DIAGNOSIS
2
It is good practice to start the diagnosis for
improvement after the working groups are in place. This
ensures comprehensive coverage and cooperation in the
review of the process and revenue aspects of BPLS
process.
MOST IMPORTANT PART OF THE
PROCESS.
How do we start?
A. Preparing the BPLS Process table.
PROCESS TABLE
STEP
No.
(1)
Name of
the Step
(2)
Purpose
(3)
No. Of
Forms
(4)
Document/s
Needed
(5)
Cost
(6)
Office
(7)
Location
(8)
No. Of
Signato-
ries (9)
Action
(10)
Time to
Process
(11)
Output
(12)
How do we start?
B. Assessing the BPLS Process
AREAS FOR
CONCERN
EXISTING
PRACTICE
BENCHMARK
STANDARDS
IDENTIFIED
GAPS
AREAS FOR
REFORMS
REFORM
STRATEGY
STEPS
5
DOCUMENTS
SIGNATORY
5
TIME
10
How do we start?
DESIGN
3
A. Preparing the Action Plan
Reform
Strategy
Specific
Activity
Expected
Results
Date of
Implemen-
tation
Responsibl
e Units/
Person
Resources
Needed
Support
Needed
List from
previous
exercise
What steps to
take?
What will result
from the
steps?
When are
activities to be
done?
Who is on top? What are the
inputs
needed?
What external/
internal
supports to do
this?
How do we start?
INSTITUTIONALIZATION
4
A. Getting Commitment to the BPLS Reforms
Now that the team has a design for a streamlined process,
it must work towards the formalization or institutionalization of the
design.
B. Legal Institutionalization
B.1. Executive Order (EO) which gives legal basis for the
implementation of the proposed reform.
B.2. City Ordinance (CO). This transforms the reform into a city
ordinance.
How do we start?
IMPLEMENTATION
5
A. Presentation of the Action Plan
As good practice, it is always beneficial to begin
implementing the plan by presenting the action plan to the key
stakeholders. After presentation, it is also, a good practice to get the
key stakeholders to sign the plan.
B. Designing the Business One-Stop Shop (BOSS)
C. Computerization of BPLS Operations
D. Preparing a BPLS Communication Plan
E. Training Frontline Personnel in Customer Service
How do we start?
SUSTAINING REFORMS
6
A. Putting in Place Monitoring and Evaluation System

It is important to put in place the monitoring and
evaluation (M&E) system as a mechanism to sustain
implementation of the reforms .

B. Capability Building and Strengthening

Building and strengthening of BPLS capability has
two facets, namely, the aspect of institutionalizing reforms
and the aspect on personnel development.
THE CHALLENGE
Streamlining the business registration
process is not an easy undertaking. One of the
key requirements for success is the commitment
of all people in the local government. It is not just
the political will of the leadership, but the
collective will of the public servants.

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