Applying Extended DMAIC methodology to optimize weakly structured business processes

Abstract

Alexander I. Gromov - Professor, Head of Department of Modeling and Optimization of Business Processes, National Research University Higher School of EconomicsAddress: 20, Myasnitskaya Street, Moscow, 101000, Russian FederationE-mail: agromov@hse.ruYulia A. Bilinkis - Lecturer, Department of Modeling and Optimization of Business Processes, National Research University Higher School of EconomicsAddress: 20, Myasnitskaya Street, Moscow, 101000, Russian FederationE-mail: ybilinkis@hse.ruNikolay S. Kazantsev - Lecturer, Department of Modeling and Optimization of Business Processes, National Research University Higher School of EconomicsAddress: 20, Myasnitskaya Street, Moscow, 101000, Russian FederationE-mail: nkazantsev@hse.ruAnastasia G. Zueva - Lecturer, Department of Modeling and Optimization of Business Processes, National Research University Higher School of EconomicsAddress: 20, Myasnitskaya Street, Moscow, 101000, Russian FederationE-mail: zueva_ag@mail.ru The paper is focused on DMAIC methodology, which is currently widely used in projects to optimize routine business processes by implementing 6 Sigma methodologies. The article analyzes the applicability of DMAIC methodology to weakly structured non-linear business processes characterized by uncertainty of the input, output and variability of process instances, primarily dependent on content and user behavior. First, it describes the main steps of the methodology: Define, Measure, Analyze, Improve and Control. These steps are used for a routine documentation approval process. Routine process is regulated and has few exceptions; its instances rarely differ from each other. Standard statistical methods can be used to analyze it, such as control charts. Second, the paper shows approaches to the definition of weakly structured processes with the use of the information field and subject-oriented interaction to achieve the goal. Third, tools and techniques that extend the DMAIC methodology for weakly structured process are proposed using the example of ad-hoc weakly structured operational risk management processes. The main differences were identified in the Define, Measure and Analyze steps. These recommendations can be used in projects to optimize weakly structured processes.