Step 1a: Identify existing
goals and processes
Managers should first list their existing goals, business practices,
and ways of creating value for consumers. Current practices are then broken
into constituent processes suggesting how they are accomplished.
Identifying the most important processes can be quite difficult, but
certain guidelines can help. One guideline is to choose members of the
redesign team both for their knowledge of functions essential to business
objectives and their ability to secure support from these functions during
subsequent phases. Also using many of
the existing frameworks and methodologies for analyzing business practices
is a key element to process identification. The Process Handbook from MIT
(process.mit.edu) is one tool which is very complementary to the Matrix
of Change, another would be various frameworks such as the 7S Framework,
For example, note that under "Existing Practices - Information Systems,"
UPS identified their tracking system and relational database as core IT
assets. The full list for this analysis is given in the table below.
Once the existing practices have been identified, they should be entered and grouped
into the Matrix of Change How do I do this?. The resulting matrix is shown below.
|Existing Business System
- Relational database
- Fleet connectivity (integrated air and ground network)
- Tracking system
- 150,000 delivery vehicles
- 500 airplanes
- Customer Call Centers
- Logistics support to Business Customers and Third Parties
- Order Status and Package Tracking
- Strong Operations Focus, Excellence
- Employee-owner culture