328 ◾ Glossary
Assumptions: e unstated beliefs about how and why the process is designed;
governs who does what in the process.
Audit: Independent and neutral test of the eciency and eectiveness of a
Audit team: Group of people responsible for conducting the audit. May be
internal or external to the process.
Benchmark: Comparative ranking of the process and its outputs, measure-
ments, and outcome to similar processes in other organizations.
Bottleneck: Any point in the process where activities are slowed.
BPI plan: Document presented to the executive team to get approval for the
BPI (ie, business process improvement) project. Includes the reason for
the selected process and how the team intends to improve the process.
Business process improvement: e simplication and clarication of the way
that people interact with (other) processes, people, and technology to
achieve an organization’s vision.
Champion: Member of the management team who is supportive of the busi-
ness process improvement team and its eorts. Someone who takes a
passionate interest in promoting a particular solution such as a new
process or product.
Change management: e recognition that the unknown changes to the
selected process will generate dierent levels of unease among stake-
holders and the conscious implementation of mitigation strategies to
resolve the issues that may evolve from their discomfort. Change man-
agement is a planned process, with a set of tools and key questions for
managing the people side of change so that project goals are achieved on
time and on budget, safely implemented, and accepted by stakeholders.
Communications plan: Identies exactly how and when the business process
improvement teams will interact with the target audience over the life
of the project. Usually far more extensive than e-mails, the commu-
nications plan uses several channels to update, inform, and request
feedback from stakeholders. e communications plan identies the
messages about the changes that need to be spread through the organi-
zation. ese include both the business messages (why the organization
is undertaking the changes, risks of not making the changes, etc.) and
the personal messages (how the project impacts a person’s day-to-day
work). e channels may include e-postcards, e-magazines, updates,
surveys, posters, and websites.
Concurrent activities: Activities in the timetable that can occur at the same time
as other activities without compromising the outcome of each other.