Business Process Improvement

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Business Process Improvement for Research and Sponsored Programs

MAXIMUS sponsored program professionals works in concert with organizations to understand business processes and transition organizations from the “as is” state to the “to be” environment.  The approach lays the foundation for continued process improvement within the organization long after the engagement has concluded.  In working with organizations, MAXIMUS works to create an environment supportive of stakeholder buy-in and process improvement success and lays the foundation for sustained improvement long after the engagement has concluded.

In conducting business process improvement, MAXIMUS guides organizations through understanding to improvement and evaluation.
 

Introduce: MAXIMUS works with the organization to introduce the review and assessment process to organizational leadership, stakeholders, and process owners.

Identify Business Processes: This is the information self-study gathering phase, where core processes are distinctly identified and understood at a high level.  Strengths are acknowledged and process improvement focus areas become evident.  Processes are studied with respect as to how they affect other processes within the organization and how they interact with client expectations and risk management.  Interviews are conducted; survey tools distributed; and focus groups convened. 

Select Processes for Improvement: The data collected during the Identification stage is analyzed and critical processes are selected for improvement.  Processes for selection focus on  dysfunction – which processes are functioning the worst; importance – which are the most critical and influential in terms of customer satisfaction; and feasibility –processes which will be the easiest to improve.

Understand Selected Processes:  The current state of the selected processes is analyzed.  Emphasis is on understanding the process as a whole.  The “as is” state is documented. 

Improve Selected Processes:  The “to be” vision is created.  New process models are identified, processes are redesigned, bench marks are considered, the activities and specifications for “to be” processes are defined.  Appropriate use of information systems is a key consideration for any redesign effort. 

Implement Improved Processes: The next to last step is the implementation of process improvements. The “as is” and “to be” processes are compared.  The redesigned, improved processes are implemented.   Implementation efforts include communication of change and the provision of process documentation resources.

Evaluate Processes:  Once new processes are implemented, they are evaluated to determine how well the new process is meeting the needs and requirements. Adjustments are made as necessary. For continuous process improvement, evaluation and refinement is ongoing.  Refinement criteria must be considered in making adjustments to ensure gains are not lost over time through “process creep”.

The MAXIMUS approach is to process improvement is to:
  • Collect and compile information
  • Analyze data
  • Provide metrics
  • Develop a group understanding
  • Facilitate team process improvement efforts
  • Serve as an idea generator
  • Serve as a knowledge resource
  • Develop/facilitate group consensus