Workshop: Process Design


Designed years ago when most work was manual and enterprise IT systems were state of the art, most processes are burdened by the weight of history. Even with continuous improvement using Lean, Six Sigma and similar methods, these processes are falling behind. They are missing the insights generated by customer journey mapping and design thinking. They don't incorporate the transformative power of digital technologies such as online self-service, predictive analytics, remote sensing and robotics. and ad hoc approaches to process redesign, frequently no better than 'brainstorming', are insufficient.


This workshop mobilizes a cross-functional group of team members, subject experts and stakeholders to join together in a structured sequence of process design activities. We use Hammer methodology and associated design templates to focus their efforts and accelerate results by asking such question as:

  • What process steps could be streamlined, run in parallel, or eliminated altogether?
  • How could digital tools automate work, or augment the work of front line teams?
  • What work currently done in-house could be outsourced to suppliers? To customers?
  • How could we improve performance by taking on work currently done by our trading partners?
  • What tasks & decisions could be standardized to gain economies of scale?
  • How could we triage work flows, sending routine transactions to generalists and complex to specialists?
  • What roles could be simplified, and performed by a less skilled associate?
  • What roles could be expanded, and incumbents empowered for greater insight and effectiveness?


  • Process Owner and team
  • Subject Experts supporting the process
  • Business Process consultants


  • 3 pre-workshop teleconferences
  • 3 days onsite for team and individual working sessions
  • 5-20 participants including process team and subject experts
  • Pre- and post-workshop assignments¬†


  • Better use of digital capabilities to improve performance
  • Clearly defined opportunities for digitizing the process
  • Enhanced digital design skills
  • Improved IT-business synergy in the digital domain