7 - Value to processes

7.1 Scoping process improvement project in complex services

This video is a practical and technical extension of the airport video, introducing basic process notions.  It takes shows how these notions can be applied in the more abstract business world of information-based intangible processes.  The input here is not a person or a piece of luggage, but a request for proposal, and the output is a legally binding proposal.  The scoping phase is critical to the success of any process improvement or process design project.  The case of a software developer is used to illustrate the methodology.

Key concepts: Project scoping, problem statement, process mission, efficiency, effectiveness

Techniques: SITOC, FAST, SMART problem statement, Big Y/small y, E&E diagram, influence diagram