Page 15 - Guilford County ROD Process Reengineering

strong and seasoned professionals who know their job and execute well. Under a CI approach,

we recognize that any organization can be improved. It in no way reflects any negatives on the

organizations, instead, it suggests that we have an opportunity to study the organization and

environment to determine if there are improvements that can be made that will enhance

processes, performance and customer service.

By using our hybrid methodology, we study the organization by collecting data and

interviewing members of the organization. In the define stage, we spend time understanding the

organization and determine the business requirements and customer expectations. It is during this

stage that we build in the methodological adjustments that account for the uniqueness of the

client imperatives.

During the measure and analyze phase, we conduct a series of confirmation interviews as

we build our “as is” process maps that depict the business processes. Next, the challenge is to
DRAFT
validate our models and begin the process of analysis. From this process, we are able to assess

potential improvement opportunities that can be verified with the client.

Inherent in this process is a fundamental appreciation of the measurement of operational

performance which gives us a framework for assessing improvements that can be depicted in

terms of the magnitude of beneficial effects. As a result of this process, we make four

multifaceted recommendations:

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