Looking for a simple way to describe the end-to-end UPN experience and its extendability into all areas of the business, I thought a good place to start might be a UPN version of the venerable WYSIWYG.
WUDIWUG – What Users Design Is What Users Get
Actually, that’s the short version. The long version is the slightly less memorable / pronounceable:
What Users Design – Is What Gets Approved – Is What They Build – Is What You Test – Is What You Train – Is What Users Get – Is What Gets Audited – Is What You Improve
This describes a compelling feature of UPN process maps – their capacity to be repurposed over and over again to benefit every step of a business transformation project, saving time, effort and money. Ultimately they will become a permanent part of a company’s ecosystem.
What Users Design
A UPN process design is a human centric description of how the business operates. If you went about it the right way you gave everybody equal voice in the discovery phase. Therefore everybody recognises what you captured as a true reflection of what happens. It is, in fact, what Users designed, which means they have “pride of authorship” in the content.
If you didn’t give everybody equal voice you goofed. Everything that follows will fall apart because nobody will buy in to a process map they weren’t consulted about. Implementation will be a hard sell.
… Is What Gets Approved
So your diagrams are what get signed off. No-one needs to transcribe them into a different format for approval.
… Is What They Build
If there’s an application in the mix, your process design is going to frame the configuration of that application. BPMN may be used to decompose a low level UPN activity to a technical requirement, but UPN provides the context in which that happens.
… Is What You Test
If all the previous steps have been observed then the best bench mark for testing the deliverables is the process map you all designed. The objective is to keeep the map and the app aligned.
You could even attach data tables to the activity boxes, in which you define the script and field parameters for the testers to use. You can collect the test results the same way. Then you can produce testing status reports that are directly related to the user requirements set out in the process map.
… Is What You Train
Old-school thinking will lead to the generation of independent training materials. Why, when the process map explains exactly what users need to do? Instead of redefining process in the LMS, hyperlink to the process diagram.
Ironically, sometimes it’s change managers that are most resistant to new ways of implementing change. How do you effect change in a change manager who doesn’t want to change? By their resistance, will they eventually make themselves irrelevant?
… Is What Users Get
Users that were consulted during the design phase will be delighted to see their design in production. They will be your adoption champions. Now the process maps become your operational guides.
… Is What Gets Audited
WUDIWUG has a couple of equally important steps after WUG.
Internal or external auditors will use the published processes as the benchmark for their audit work.
… Is What You Improve
Because no process is ever perfect or finished, because products, customers and markets change (and the auditors may have made some observations you need to respond to.) But you have a universally accepted baseline. Now you can work with your users on the next iteration.
Stay on the rails
But beware! At any stage there is the potential for things to go off at a tangent. You’ll need to be vigilant, anticipate the needs of the other players and educate them in the potential for the UPN map to make their life easier. They will need your help to share the vision.
Creating a process map is just the beginning of a life-cycle that can see your UPN content repurposed for multiple uses, enduring as your company grows and changes, and saving money at every turn.
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