Production, Operations Mgt and BPM at Texas State

May 28, 2009

Dave Angelow, adjunct professor at Texas State University just finished teaching a semester long course in Production and Operations Management.  The course, which focuses on the supply chain and value chain as well as some production methods, is a core requirement in the school of management.

I talked with Dave to hear how the course went and how BPM fit into the syllabus.

>>My talk with Dave (5:12): Take a Listen

Prof. Dave Angelow of Texas State

Prof. Dave Angelow of Texas State in action.

Some of the topics Dave tackles:

  • How a fair number of students also have day jobs (the course is taught at night) and how this allows them to directly apply what they’ve learned.
  • How BPM, both Business Process Management and Modeling, fit under the quality management section
  • BPM as a means of compressing cycle time and extracting more value for customers.
  • Using Blueprint for a hands on modeling exercise and value the students saw in the tool.

Blueprint Educational Program

Lombardi provides free Blueprint subscriptions for educational use.  If you are teaching or taking a course where you think Blueprint would be appropriate, please contact us at blueprint@lombardi.com to learn more.

Pau for now…


“Accessing outside ideas is no longer optional”

May 26, 2009

The week before last I attended the APQC’s Knowledge Management (KM) Conference in Houston.  A lot of the discussions focused on web 2.0 technologies as ways of transferring and sharing knowledge and process throughout organizations — wiki’s, blogs, chat and social networks came up a lot.

The conference also had a great line up of keynotes which was kicked off on the first day by Chris Meyer, “part economist, part technologist, part futurist, and the founder of Monitor Talent, a part of the Monitor Group.”  I grabbed a few minutes with Chris while he was waiting for his cab to the airport.

Some of the topics Chris tackles:

  • The concept behind Monitor Talent
  • One of the trends that frame knowledge management is the availability of talent that doesn’t work for you.  Accessing this talent isn’t optional any more, it’s the way to compete.
  • Those who see this merging of inside and outside as threatening still view business as a zero sum gain as it had been in the past compared to the positive sum gain that it is now.
  • The “wikification” of work
  • The book Chris is currently working on and how the growth in the next 15 years which will come from outside the G7 nations will affect mainstream capitalism as we know it.

Pau for now…


Process Improvement is Everbody’s Business – Blueprint Spring ’09 goes Live!

May 19, 2009

SURVIVOR_USOne of the advantages of a cloud-based application is that product improvements can be streamed to customers in frequent and regular intervals.

In the case of Blueprint we tend to put out a new release every 6-8 weeks.  But just because the updates come regularly doesn’t mean that they’re all equal, some releases are bigger than others.  The Spring ’09 release that went live over the weekend is definitely one of our biggest. (BTW: In case you’re wondering what’s up with the tiger above, following our code name schema –an alphabetic listing of cheesy 80′s bands — this release was code named: Survivor.)

What’s the Big Idea?

The idea behind Blueprint has always been to provide a tool that was easy-to-use and collaborative so that the people actually involved in a process, as opposed to just the process ninjas who could work the complicated tools, could contribute directly to the documenting and improving of their process.  With Saturday’s release, however, we’ve taken these concepts “to 11.”

Participants

To make Blueprint available to an even wider audience, we have introduced a “Participant” view.  Unlike the “Author” view that allows users to create, edit and comment on processes, the participant view presents the user with read-only views that they can annotate and comment on.

The number bubbles on the boxes let viewers know the number of comments on each step.

The number bubbles on the boxes let viewers know the number of comments on each step.

The new participant licenses are perfect for taking Blueprint beyond your organizational walls to partners and suppliers who are integral to your processes and can give you valuable feedback on how they are actually working, or not working, as the case may be.  The participant view also works well within your org for those people who may not have the time to map or edit a process but have the time and knowledge to give feedback.

Getting Social (er)

Although Blueprint has featured built-in IM chat since its beginning, we have borrowed more from the world of Social Media for the latest release.  As soon as you login, you’ll notice that like Facebook, you are presented with a list of those processes that you are associated with that have been published, changed or commented on.

BP-whats-new

This new Activity Feed helps you to discover relationships between what you do and the rest of the company. Now you’ll know when something changes two steps upstream from you that will affect your job, or that the person in the next building over does something similar that you leverage.

Back to the Big Idea

With Saturday’s release, now more than ever, Blueprint takes the practice of process from the hands of the few and spreads it through out your and your partners’ organizations. It in effect becomes the central communication platform for collecting, sharing and improving how work gets done in your organization.

But don’t take my word for it, sign up for a free 30-day trial and see for yourself. :)

Learn More

To learn more about this new release, check out Blueprint Product Manager Dave Marquard’s details of the new features or watch the 38-minute webinar and Q&A.

Pau for now…


Call Center outsourcer uses Process Mapping to help it emerge from Chapter 11

May 5, 2009

pman-headset

PRC, based in Ft. Lauderdale, Florida, manages 14 domestic call centers and a handful of centers offshore.  In January of last year this 25-year-old company declared bankruptcy.  Six months later, after a massive restructuring they emerged from Chapter 11.

One of the efforts that helped in this restructuring and which continues today is an effort to document, standardize and communicate all of the company’s processes.

Rachel Pace-Maron, Director of Operations Support Service was asked to lead this effort with a shoe-string budget.  Last week I chatted with Rachel to learn more about her effort.

My conversation with Rachel (11:19)  Listen

Some of the topics Rachel tackles:

  • The goal with mapping PRC’s processes was to find out how they could do things better and faster and why things take so long.  They weren’t able to answer why a process took so long because no one person knew every step.  This is what lead them to process mapping.
  • One of the first processes they mapped was “agent time,” how much time do agents spend on break and what is the management process for keeping them on the phone efficiently and within break parameters.
  • They found each call center had a different process and none were doing it efficiently.
  • By standardizing on a process for all centers and bringing them into metric, they had a bottom line impact on revenue.
  • Before adopting Lombardi Blueprint for process mapping, groups had been using, Visio, Exel and Power Point.
  • PRC has a group of people who are visually oriented and a group who are narrative oriented. As Rachel explains, “Blueprint’s ability to marry picture to narrative has been fantastic and, I’m not going to say life altering, but certainly business altering.”
  • Her excitement over the latest Blueprint release and how the addition of participants will help PRC break down silos and take their process initiative to the next level.

Pau for now…


Talkin’ to Mosso Co-founder, Todd Morey

May 1, 2009

Last year I did a podcast with Mosso (“The Rackspace Cloud”) co-founder Jonathan Bryce.  Last Saturday at  Cloud Camp Austin I caught up with the other co-counder of Mosso, Todd Morey to get his side of the story.

Some of the topics Todd tackles:

  • How Todd and Jonathan formed a good partnership, Todd on UI and design and Jonathan on the development side.
  • Starting Mosso out of a desire to have place where they could run their code without having to worry about the infrastructure.
  • Mosso’s integration back into Rackspace
  • Will Mosso bring some of its hipness to Rackspace? (editorial note: looking at the Rackspace’s site it looks like Mosso has already influenced it for the better)

Pau for now…


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