Workflow Analysis and DMADV

[Vishwadeep Khatri]

Q 705. While Workflow Analysis can be carried out for existing processes, how does it help us in developing a new process under the DMADV framework? Support your answers with suitable examples.

 

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[Puneet Vohra]

'Workflow Analysis plays a crucial role in shaping the DMADV framework:

 

Define phase: Work flow analysis helps to understand closely the As is flow of the business process.

Example: If a health insurance company is going to develop a super-fast claim processing and resolution system that has been analyzed by seeing the As Is flow that claims resolutions are often delayed Then the problem definition in business case would be reducing processing time by 20%.

 

Measure phase: If the workflow analysis is done during this phase that helps in collecting data of actual business metrics, also this data is utilized as benchmark for the new process

Example: If the claim resolution of treatment and hospitalization expenses is taking 30 days. This is our Measurement baselining. The Core team working on projects can aim to reduce the claim resolution time by 50 %.

 

Analyze Phase: In Analyze phase, workflow analysis is done to recognize the waste of entire process from the lens of 'People, Process, Technology and Control'

Example: An analysis might show that manual claim form adjudication or processing is a bottle neck process. This insight can lead team to design of an automated claim form processing by leveraging the OCR and AI to create the automated data entry which will impact the efficiency of the process.

 

Design phase: In design phase the outcome of workflow analysis can help us to re-write the 'To be flow' and develop the solution considering the recognized gaps and needs.

Example:   If the hospital or patient want that they should get the real time update of claim processing as well then the solution which is designed must have the automated notification sending feature incorporated.

Verify Phase:  The workflow analysis helps to test the designed solution as per the Business requirement , its makes sure the 'To be process' meets customer expectations.

Example: Once the new claim processing automated solution is 'Go live'. The core members can utilize the new process reduces the resolution time and improves the customer satisfaction of the claimant.

 

Conclusion: By integrating the workflow analysis into the DMADV framework, the risks are minimized and increases the probability successful deployment of solution in operations to resolve and process the claims of expenses done by the hospital and patients which ultimately reduces turn around time.

[Mayank Gupta]

Puneet has provided the best answer to this question. Well done!

 

P.S. the other answers could not be approved as they failed in the AI generated content check. Would request respondents to be a little more careful.