Iso 20000 What You Should Know About Successful Process Building-midd-885

ISO 20000 or ITIL process implementation can seem like a very daunting task. In previous articles, I gave you an overview of a ground-breaking approach, the Process Prototyping Implementation Methodology, which can allow you to achieve ISO 20000 certification in just 18 months. Let me remind you of the four stages of the process-based methodology: * Process Prototyping * Process Building * Process Implementation * Process Tuning In this article, I will explain in more detail the second stage, Process Building . This stage is made up of three tasks and one milestone. TASK 1: Process Mapping The first thing you need to do when building a process is process mapping. To achieve this, you have to lay the ground work for your process: figuring out the terminology, objectives, scope, requirements, basic theory and concepts, etc. This is important because you should make sure everyone shares the same vision. Once this is done, you can have working sessions to map out all the activities that make up the process. If you want to be efficient, you need to be prepared. In Stage 1 (Process Prototyping), you produced a process prototype. This is your starting point. A few sessions may be required depending on the .plexity, maturity and length of the process. However, the mapping sessions should not exceed 4 working sessions, and each session should last no longer than 3 hours. Don’t be afraid to put things down, even if they’re not perfect on the first draft. Use an iterative approach. After each session, promptly send the new version of the process to all the team members so it can be validated and .mented on. Process Mapping Guidelines: * Map out the flowchart * Use a unique title for each activity * Use a unique sequential number for each activity * Use action verbs * Do not over-detail * Refer to forms and work instructions * Define resource who performs activity, inputs, actions, outputs * Establish links to other processes * Maximum of 1 page per activity During your first mapping session, you should define the deliverables needed to .plete the process and assign tasks and precise dates. This will be your process to-do list. Mapping sessions help identify what’s missing to achieve .pliance of the process and your to-do list is used to keep track of all the details relevant to process implementation. It should also include status and process milestones. TASK 2: Work Product Development With this task, your objective is to build or adjust documents and work products related to the process. These deliverables might be instructions, contact lists, escalation procedures, etc. Remember your to-do list? Use it for your work products management. This is a very eco-friendly task because the key here is recycling. Once again, do not start from scratch. As much as possible, use what’s already there and update it. No, it won’t be perfect, but perfection is not what we want. We want to keep things moving as fast as possible so the objective is continuous improvement. TASK 3: Process Validation This is usually where things go wrong. We don’t mean to put any undue pressure on you, but if you’re in charge of the validation sessions, the success of the entire implementation project rests on your shoulders! No kidding (almost)! The good news is, here is all you need to know to avoid the usual pitfalls of this task. First things first: what is process validation? It is where all your hard work gets transformed into a bona fide process ready to be implemented. Once all the right people validate the process content, you discuss the training approach, determine a go-live date for the process and update your to-do list. Easy, right? Well… Not so fast. The "validation" part of Process Validation can turn into a real nightmare if you don’t go into this with both hands firmly on the wheel. A validation session is basically all the key people involved in the process together in one room, reviewing the process, activity by activity. If you don’t want the sessions to turn into never-ending group therapy, .municate the decision-making approach at the very start. Take it from me, when it .es to process validation, differences of opinion are the norm, not the exception. When we said the success of your entire ISO 20000 Implementation Project rests on this task alone, we meant business. The difference between getting this right and getting this wrong is the difference between taking months or taking years to achieve certification. Your objective is to make sure that the process prototype has successfully been transformed into a process that reflects the organisation’s reality as well as everybody’s that’s involved. Your biggest challenge will be to bring everyone back to the main goal, which is to have a functional process that not only improves on the actual state of things, but also can be implemented in a short period of time. Again, don’t aim for perfection. That’s what the Process Tuning stage is for. MILESTONE: Process Approval So you skilfully navigated through your Process Validation and are now ready to move on to Process Approval. At this point, the document life cycle process is triggered and you will need to .ply with requirement 3.2 of the ISO 20000-1 standard, Documentation Requirements. The document life cycle management process typically explains in what manner documents such as policies, processes, guidelines and work instructions are to be managed. By managing document life cycle, we mean developing new documents, reviewing existing documents, approving documents and publishing the documents so that they can be available for the concerned users. Process owners are usually responsible for process approval. Make the approval formal, publish the approved process and .municate it to the users. At the end of Process Approval, you should have management’s approval on the process scope, objective, performance indicators, flowchart, activities and interfaces to other processes. Having .pleted the Process Building stage, you will now move on to the implementation stage of your process. Every process goes through every stage to .plete the ISO 20000 implementation project. 相关的主题文章: