MIS5102:
Process Improvement and Innovation
Defining the Problem
What does it mean to define the
problem?
• What do we mean by
“problem?”
• When should this
occur?
What was the “problem”
in the case of:
• Colby General
• Wawa
• CVS
What is a stakeholder in a
business process?
How is it different from a
participant in the process?
RACI Chart and Stakeholders
Example: Reporting Expenses
Responsible
Accountable
Consulted
http://yousigma.com/tools/raciresponsibilitycharting.html
Informed
Defining
Scope
Why is it
important for
understanding
and improving
processes?
How does
defining scope
relate to
identifying
stakeholders?
What are the differences in these
techniques?
Affinity Analysis
Root Cause Analysis
Five Whys
How would root
cause analysis be
useful in creating
mistake-proofing
“toll gates?”
(see Grout and Toussaint, 2009)