Process Standardisation

Research Theme: Change Management

The Process Standardisation project is a collaborative research project with BT.

Objectives

  • Reviewed existing process models at BT including their objective, scope, application, level of detail, testing, and maintenance practices
  • Visualised the commonalities and synergies between the models constructed
  • Collaborated with BT to develop a strategy for process modelling and standardisation
  • Defined criteria for and attributes of reusable process blocks
  • Applied these criteria and attributes in the identification of reusable process blocks for BT service delivery processes

Findings

None yet publicly available.

Details

Companies often rely on process modelling to frame workflow, IT system interaction, and organisation design. Models are the means to baseline as-is processes and can then be used to identify necessary changes to migrate "as-is" processes to "to-be", standardised process designs. In turn, a strategy for process modelling within a company needs to be established in order: to get buy-in from and create incentives for business groups to model their as-is processes; to govern the development of many large process models; and to construct the process modelling architecture to collate and catalogue as-is process for standardisation.

This project began by firstly reviewing and identifying commonalities of a range of process models developed at BT. By scoping the applications of these process models, a strategy to standardise modelling practice could be developed. As part of the strategy defined, this project aimed to identify reusable process blocks across multiple services, using as-is process models and documentation. These reusable process blocks define the standard design for delivery and repair processes.

Acknowledgements

Support for this project is provided by BT.