Process selection for discovery and analysis

Table 1.3.4/1

Pain assessment	How to measure	Business impact
High turnover in human resources due to poor job satisfaction.	Employee turnover is up XX%. Exit interviews show number one reason for leaving is job satisfaction.	Turnover leads to more hiring and training, which costs $XX per new hire.
Customer satisfaction at an all-time low.	XX% of customers and YY% of sales dollars are dissatisfied. Sales growth is ZZ% below forecast.	Customer referral business is at an all-time low. Repeat business is down. Sales growth is down XX%.
Onboarding new clients takes more than 60 days.	Days after executed agreement to full-service billing for clients requiring more than 50 call center reps is > 60 days.	Lost revenue due to inability to hire and train resources.

With an inventory of business processes, each documented to include the process owner, experts, description, pain, and risk assessments, you can select the processes and proceed with a discovery workshop. You create the business value proposition that justifies the continued effort to plan and implement a solution for the business process.

Select business processes that have a high ROI. These processes have limited scope and complexity and might also have a highly measurable impact on business operations.

As our business process inventory grows, the selection criteria that we use to differentiate our processes need more rigor and objectivity. Business impact is then assessed.

Business impact

How to quantify and measure the impact to the business? Will the business impact satisfy the customer? Can the business impact be measured by increased revenues?

List the customer pains (complaints).
Determine the measures that can quantify the expressed pains.
Determine how a BPM solution addresses the pain points.

Scope and complexity

Deliver business value in 90 days (10 - 16 weeks).

The As-Is process might be an inefficient, invisible, unmanaged business process with process variation and rework ready for a quick-win release, delivering immediate value by eliminating process variation. Simple process instrumentation and tracking immediately provide the visibility necessary to begin managing the process. A process like this one might be much more attractive than one plagued by the politics from previous attempts to fix or automate.