Mais conteúdo relacionado Semelhante a BA and Beyond 20 - Friederike Schröder-Pander - The rocky path to a process oriented organisation at the Flemish government (20) Mais de BA and Beyond (20) BA and Beyond 20 - Friederike Schröder-Pander - The rocky path to a process oriented organisation at the Flemish government2. © ProcessIt 2020
The Flemish government
Government of
Flanders
Flemish
administration
> 50
entities
Flemish
Parliament
3. © ProcessIt 2020
Public <> private sector
Mission Vision
Goals Strategy
Expectations
stakeholders Targets
Saving
Entity
Flemish
administration
4. © ProcessIt 2020
Public <> private sector
No competitors, but a new government every 5 years:
Additional
goals
Changing
goals
Mergers
New
structures
Entity
Flemish
administration
5. © ProcessIt 2020
2015: Goals of the new government
Increase quality of service delivery
Establishing shared service centres
Increase customer focus
Realise gain in efficiency
Economy of scale
Based on benchmarking
Birth of the new HR agency:
Agentschap overheidspersoneel (AgO)
6. © ProcessIt 2020
Birth of the new HR agency “AgO”
AgO
Entity
1
Entity
n
HR
Entity
4
Entity
3
Entity
2
Entity
5
Entity
6
AgO
HR
admin
HR
HR
HR
HR
HR
HR
HR
admin HR
admin
HR
admin
HR
adminHR
admin
HR
admin
7. © ProcessIt 2020
Challenges for AgO
In average, only 80% of employees were transferred
Keeping business running!
Different cultures
Different ways of working
Transfer of employees mandatory
Fast-growing organisation
9. © ProcessIt 2020
Strategic objectives of AgO
Increased
quality of
service
delivery
Customer
focus
Gain of
efficiency
Employee
focus
10. © ProcessIt 2020
Program “Optimisation service delivery”
Organisation-wide program
Impact on the whole organisation
Various optimisation projects
Mid-2018, low customer satisfaction:
Project “AgO becomes a process-oriented
organisation”
11. © ProcessIt 2020
Objectives of the project
“AgO becomes a process-oriented organisation”
Standardisation
Process improvement
Customer focus
Transparency
Cross-functional collaboration ( E2E processes)
In line with strategy of AgO:
operational excellence
12. © ProcessIt 2020
Dimensions of the project
Process mindset
Process
governance
Process
architecture
Training &
coaching
Change
management
13. © ProcessIt 2020
Process mindset
What is a process?
Function vs. process
thinking
What is an end-to-end
process?
Customer focus
14. © ProcessIt 2020
Dimensions of the project
Process mindset
Process
governance
Process
architecture
Training &
coaching
Change
management
15. © ProcessIt 2020
Process governance
Process organisation
Reporting & Decision structure
Assignment of process owners
Validation of processes
Process <> Functional organisation
16. © ProcessIt 2020
Process organisation
Process
coordinator &
process expert
Process board
(management
team)
Network of
process owners
C-role
“operational
excellence”
Support
CollaborationValidation
18. © ProcessIt 2020
Dimensions of the project
Process mindset
Process
governance
Process
architecture
Training &
coaching
Change
management
19. © ProcessIt 2020
Process architecture
1. Defining the different levels of process
architecture
2. Defining the modelling notation & modelling
conventions
3. One place for all processes
22. © ProcessIt 2020
Dimensions of the project
Process mindset
Process
governance
Process
architecture
Training &
coaching
Change
management
23. © ProcessIt 2020
Training & coaching
Define different target groups
Define training needs for each target group
Coaching on request
Be responsive
Encourage & empower
24. © ProcessIt 2020
Dimensions of the project
Process mindset
Process
governance
Process
architecture
Training &
coaching
Change
management
27. © ProcessIt 2020
Biggest challenges
Changing the mindset: E2E thinking
Process vs. operational work
Involving the middle management level
28. © ProcessIt 2020
Do not forget to...
...define the state you want to
reach.
...go step by step & set the right
pace
...communicate, train, support …and listen