Day 1: Diagnosing the Current Process and Procedure

Maintaining Process Boundaries

• Define triggering event and final output
• Identify customer owner and participating roles
• Separate end-to-end process from departmental boundaries
• Choose a realistic improvement scope

Current Flow Mapping

• Document steps decisions and handoffs
• Identify work performers, approvers, recipients
• Show exceptions and rework loops
• Build a current-state process map

Data and Waste

• Measure work time waiting and rework
• Identify recurring errors and incomplete requests
• Expose approvals not changing decisions
• Generate a focused simplification opportunity list

Day 2: Designing the Target State and Decision Authority

Removing Unnecessary Steps

• Combine repeated or adjacent activities
• Eliminate non-value information transfers
• Reduce repeated data entry
• Reorder one case flow

Decision Rights and Authority

• Move decisions closer to information holders
• Define exception and escalation boundaries clearly
• Reduce approvals while maintaining appropriate control
• Design a process authority matrix

Controls within the Flow

• Place checks near point of error
• Use automation for repetitive and rules
• Avoid controls causing unjustified delays
• Select control mix for target flow

Day 3: Procedure Documentation and Impact Measurement

Writing the New Procedure

• Use sequence and explicit action verbs
• Connect steps with roles/decision points
• Include only necessary forms and guidance
• Draft concise procedure reflecting redesigned flow

Testing before Rollout

• Test normal/exception scenarios through design
• Capture ambiguity observed by intended users
• Revise procedure based on test evidence
• Conduct a structured tabletop trial

Measuring and Sustaining Improvement

• Compare pre-post cycle time and defects
• Assign ownership for indicator and procedure
• Retire old versions and monitor adoption
• Prepare an implementation and review plan

• Process maps grounded in actual work rather than existing documents
• Measurement of cycle time waiting and defects before redesign
• Authority and control exercises reducing points of friction
• Tabletop testing of redesigned procedures before publication