REDESIGNEXPERTNOTES

bc
Redesign Expert
Notes
Contacts: Will Beamer
Lauren Franks
March 2000
Copyright© 1998 Bain & Company, Inc.
Redesign Expert Notes
Agenda
• Overview of Redesign Phase
• Redesign Phase Critical Issues to Consider
• Redesign Phase Startup Checklist
• Redesign Kickoff Meeting Areas to Consider
• Resources
Core Process Redesign Toolkit

BOS REDESIGNEXPER 2
TNOTES1
Overview of Redesign Phase
Overall objective: Improve efficiency, effectiveness, and adaptability of process
Change management Create what change looks like and communicate it to key
objective: stakeholders
Typical timing: 3 - 7 months
Key activities: • Design/redesign processes and quantify expected performance

improvement
• Define organizational structure, incentives, and metrics to support
processes
• Develop in-process measures, ongoing knowledge management
procedures
• Communicate with other CPR teams to identify gaps and
linkages
Key deliverables • Redesigned process

(summary): • Success metrics/”dashboard”
• Pilot plan
• Prioritized change campaigns/battlefield diagnosis

BOS REDESIGNEXPER 3
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Overview of CPR Workplan
Pilot/ Continuous
Prepare Diagnose Redesign Measure
Implement Improvement
Description: • Define scope, • Create clear, • Redesign • Communicate • Establish measures • Evaluate impact on
goals, and aggressive processes/quantify redesign to and track business and
objectives for each business expected organization performance versus customers
process redesign improvement performance • Implement measurements • Qualify process
effort targets improvement changes and • Establish ongoing
• Project charter/ • Develop business • Develop and refine process as improvement process
definition case for change prioritize key appropriate
• Identify and launch • Assess root initiatives
CPR teams causes of current • Establish ongoing
problems measurements/
knowledge
management
processes
Key • Team roles/workplan • Business case for • Business case for • Pilot plan/successful • Success metrics/ • Knowledge
• Define deliverables, change change pilot(s) “dashboard” management
Deliverables: timing • Best demonstrated • Organizational • Detailed • Well defined processes
• Obtain leadership practices readiness organization-wide feedback/ • Ongoing
support • Root causes of assessment implementation plan exception improvement
• Awareness current problems • Redesigned • Complete, audited management objectives
communication plan • Interview key process plan based on Pilot process • Sustaining
• Standardize CPR influencers • Success metrics/ results organization to
governance structure • Phase Evaluation ”dashboard” • Phase Evaluation support tracking
• Publicize team and • Prioritized Change
steering committee Campaigns
• Phase Evaluation • Phase Evaluation
Duration: • 1 - 2 months • 2 - 3 months • 3 - 7 months • 8 - 36 months • Ongoing • Ongoing

BOS REDESIGNEXPER 4
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Redesign Expert Notes Overview of Redesign Phase
Redesign Steps
Process redesign involves utilizing the process maps
and process requirements to achieve significant
breakthroughs in business operation.
Pilot/ Continuous
Prepare Diagnose Redesign Measure
Implement Improvement
Identify Prioritize Redesign

Potential Action Toward a More
Disconnects Steps Efficient System
Potential Benefits
• Reductions in cycle times
• Increases in customer satisfaction
• Lower costs
• Higher levels of quality control
BOS REDESIGNEXPER 5
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Disconnect Identification
The first step in process redesign is to clearly identify
disconnects from the process mapping already completed.
Review the “As Is” List Disconnects for each

Process Map Process Step/Interface
• Are disconnects pervasive throughout • Are any process steps/interfaces

the present process? missing?
• Are disconnects centralized in one • Are any process steps/interfaces
area? unnecessary or misdirected?
• Do they deal with the process steps • Are any performing poorly?
or the interfaces or both?
• Are most disconnects of one type?
• Identify and circle potential • Create a description of each

disconnects on the process map potential disconnect with its
• Assign a number to each potential corresponding number from the
disconnect map

BOS REDESIGNEXPER 6
TNOTES1
Prioritize Action Steps
Prioritizing disconnects by potential solution will
allow for the most effective redesign.
Create Customer Value
Eliminate Simplify Automate
Definition: • Eliminate all or part of the • Reduce handoffs • Automate work to make
work • Eliminate unnecessary processes
– reduce volume of inputs steps in redesign – better
– eliminate non-customer – faster
• limit breakout details
value-added processes of process flow
– cheaper
• Eliminate sources of error and diagrams

fall-out
– improve flow-through
• Change order or timing
of steps
Goals: • A redesigned process should be:

– simple: less overhead and non-value-added complexity
– flexible: fluid and judgment-intensive
– integrated: elimination of fragmentation
– compressed: decision-making on the front line
– customer-focused: meet customer needs on customer-facing steps

BOS REDESIGNEXPER 7
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Eliminating Wasteful Activities
Elimination/minimization of wasteful activities can result in
significantly improved processes.
Value-Added Non-Value-Added Wasteful

Activities Activities Activities
Definition: • Activities for which • Activities that • Activities that

the customer is create no value for neither add nor
willing to pay the customer but enable value
are required to get
the value-added
work done
Examples: • Ordering • Necessary • Wait time

necessary administrative • Rework
materials overhead • Unnecessary
• Product - reporting inspections
manufacturing - checking • Unnecessary
• Delivery to - supervising reviews and
customer approvals

BOS REDESIGNEXPER 8
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Redesign Phases (1 of 2)
Create Evaluate
Define Metrics Generate

Set Vision Prioritize Prove
and Goals Hypotheses
Goal: • Provide • Set • Generate as • Distill multitude • Gather data
direction for requirements of many high of ideas into and conduct
should-be should-be impact several key analysis to
process process redesign themes prove
ideas as hypotheses
possible
Rules: • Easily understood • Be aggressive • No sacred cows • Focus only on • Build

by organization • Incorporate • No bad ideas highest impact argument to
• Must represent customer needs design issues convince
feeling of and competitor - increase organization
excitement capabilities customer
through • Differentiate by satisfaction
compelling level of - reduce costs
language to complexity - reduce time
achieve strong
- reduce errors
emotional buy-in
BOS REDESIGNEXPER 9
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Redesign Phases (2 of 2)
Synthesize Validate
Create Define IT
Define Seek
Should-Be Require- Refine
Organization Feedback
Maps ments
Goal: • Redesign as-is • Build • Define inputs • Improve design • Incorporate
process to meet organizational and outputs • Build feedback
goals structure required of organizational • Finalize
required to systems to support redesigned
support hand-off to IT • Conduct change process
processes implement- campaign • Pilot plan
ation team diagnostic
Rules: • Don’t be limited • Start with clean • Keep IT • Don’t be • Incorporate

by existing sheet of paper implementation defensive the best of
processes team involved all ideas
throughout
redesign

BOS REDESIGNEXPER 10
TNOTES1
Agenda
• Resources

TNOTES1
Redesign Phase Critical Issues to Consider
Organizational Information
Team Issues Workplanning
Buy-In Technology
Critical • Attendance at meetings • Meeting deliverable • Awareness • Redesign requires
Issues: - consider eliminating deadlines communicated to information technology
the poor • Prioritizing critical necessary audience resources
participators activities • Build consensus within - identify IT needs and
identified in • Establish a firm end to organization regarding resources as soon as
Diagnose phase the phase new processes possible
• Allocation percentages - realize that the - develop analytical • If multiple IT resources
• Committed, diverse Redesign phase support of new exist, establish a
group of contributing could continue processes to achieve communication strategy
team members indefinitely; buy-in to eliminate duplicate
• Continued team therefore, • Communicate with other work
building activities determining a CPR teams to identify
• Establish a very well- definitive end is linkages and gaps
defined decision necessary • Be prepared to produce
making process several versions of
• Quickly quash issues process flow maps for
with members who do different levels within the
not want to part with organization
existing processes - detailed maps
“collapsible” into high-
level maps for senior
executives

TNOTES1
Agenda
• Resources

TNOTES1
Redesign Phase Startup Checklist
Category Activity Responsibility Status Comments
Staffing: • Understand the importance • All team members
of including international
representation as early as
possible
• Begin thinking about • Team leads
ramping up size of team for
Pilot/Implement
Workplanning: • Track adherence to • Designate a team
workplan regularly member to track
- important to correctly workplan performance
scope project and
change workplan as
scope changes
Meeting Planning: • Kickoff Meeting • Team leads

• Mid-Phase Meeting • Team leads
• Wrap-up Meeting • Team leads
Communication: • Begin consensus building to • Executive sponsor,

achieve buy-in for Pilot process owner, and
phase team leads

TNOTES1
Agenda
• Resources

TNOTES1
Redesign Kickoff Meeting Areas to Consider
• Preparation for Kickoff Meeting

- Transition from Diagnose phase
- What should be done prior to the meeting?
• Objectives of Kickoff Meeting
• Attendees
- Better to be inclusive or exclusive?
- Who should I pre-wire?
• Focus and Agenda

- Focus on process/working relationships or on
content?
- What needs to be decided at the meeting?
• Next Steps
- Ongoing meeting schedule
- Working relationships

TNOTES1
Redesign Kickoff Meeting Agenda
EXAMPLE
• Review Objectives of CPR Process
• Summary of Findings from Diagnose Phase
• Discussion of Vision
• Discussion of Appropriate Metrics and Goals
• Review of Process Disconnects and Root Causes
• Prioritization of Disconnects

TNOTES1
Agenda
• Resources

TNOTES1
Resources
As you embark on the Redesign phase, the following
resources may be useful.
• Templates and references
- “Should Be” Factbook
- Performance Dashboard
- Communications Basics
- Linkages Template
- Other CPR managers and team leaders
- Phase Evaluation Library
- Updated organization chart for relevant business units
• Training modules
- Creative Thinking
- Prototyping
- Linkages Overview
- Conflict Resolution Process

TNOTES1

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• Overview of Redesign Phase

• Redesign Phase Critical Issues to Consider

• Redesign Phase Startup Checklist

• Redesign Kickoff Meeting Areas to Consider

Core Process Redesign Toolkit

Typical timing: 3 - 7 months

Key activities: • Design/redesign processes and quantify expected performance

Key deliverables • Redesigned process

Core Process Redesign Toolkit

Duration: • 1 - 2 months • 2 - 3 months • 3 - 7 months • 8 - 36 months • Ongoing • Ongoing

Core Process Redesign Toolkit

Identify Prioritize Redesign

Review the “As Is” List Disconnects for each

• Are disconnects pervasive throughout • Are any process steps/interfaces

• Identify and circle potential • Create a description of each

Core Process Redesign Toolkit

Eliminate Simplify Automate

• Eliminate sources of error and diagrams

Goals: • A redesigned process should be:

Core Process Redesign Toolkit

Value-Added Non-Value-Added Wasteful

Definition: • Activities for which • Activities that • Activities that

Examples: • Ordering • Necessary • Wait time

Core Process Redesign Toolkit

Define Metrics Generate

Rules: • Easily understood • Be aggressive • No sacred cows • Focus only on • Build

Rules: • Don’t be limited • Start with clean • Keep IT • Don’t be • Incorporate

Core Process Redesign Toolkit

• Overview of Redesign Phase

• Redesign Phase Critical Issues to Consider

• Redesign Phase Startup Checklist

• Redesign Kickoff Meeting Areas to Consider

Core Process Redesign Toolkit

Core Process Redesign Toolkit

• Overview of Redesign Phase

• Redesign Phase Critical Issues to Consider

• Redesign Phase Startup Checklist

• Redesign Kickoff Meeting Areas to Consider

Core Process Redesign Toolkit

Meeting Planning: • Kickoff Meeting • Team leads

Communication: • Begin consensus building to • Executive sponsor,

Core Process Redesign Toolkit

• Overview of Redesign Phase

• Redesign Phase Critical Issues to Consider

• Redesign Phase Startup Checklist

• Redesign Kickoff Meeting Areas to Consider

Core Process Redesign Toolkit

• Preparation for Kickoff Meeting

• Objectives of Kickoff Meeting

• Focus and Agenda

Core Process Redesign Toolkit

• Review Objectives of CPR Process

• Overview of Redesign Phase

• Summary of Findings from Diagnose Phase

• Discussion of Appropriate Metrics and Goals

• Review of Process Disconnects and Root Causes

Core Process Redesign Toolkit

• Overview of Redesign Phase

• Redesign Phase Critical Issues to Consider

• Redesign Phase Startup Checklist

• Redesign Kickoff Meeting Areas to Consider

Core Process Redesign Toolkit

Core Process Redesign Toolkit