Once the Scope Diagram and the initial Problem Analysis Worksheet were completed, the BPM team was in a good position to suggest to management what they
would want to study in more detail in the analysis phase of the project. They were also in
a good position to suggest to their sponsors what kinds of problems they were looking at
and to make some guesses as to what kinds of solutions and what costs might be involved
in redesigning the Rent Cars process. Their conclusions were not final, at this point, but
they shared them with appropriate qualifications, just to begin to engage management in a conversation about the redesign. Good change management requires that people be
kept informed and that the team develop a dialog with those whose jobs or activities
might be altered. A presentation at the end of the Understand Phase provided a place to
start and suggested where resistance might lie—which, in turn, helped direct the types
of questions the team asked during the second phase.
Once the Scope Diagram and the initial Problem Analysis Worksheet were completed, the BPM team was in a good position to suggest to management what they
would want to study in more detail in the analysis phase of the project. They were also in
a good position to suggest to their sponsors what kinds of problems they were looking at
and to make some guesses as to what kinds of solutions and what costs might be involved
in redesigning the Rent Cars process. Their conclusions were not final, at this point, but
they shared them with appropriate qualifications, just to begin to engage management in a conversation about the redesign. Good change management requires that people be
kept informed and that the team develop a dialog with those whose jobs or activities
might be altered. A presentation at the end of the Understand Phase provided a place to
start and suggested where resistance might lie—which, in turn, helped direct the types
of questions the team asked during the second phase.
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