Description of how to document business processes with particular attention to handoffs between team members, and how to documents project roles and responsibilities in project management, and how to do stakeholder analysis and communications planning in project management.

1. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
February 2020
krt4@williams.edu
x3542
Learning & Development Manager
Human Resources
Kevin Thomas
WCMA
Roles, Responsibilities, and Handoffs

2. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
1. Some definitions and distinctions
2. Business Process Documentation
3. Project Management
– Clarifying Roles, Responsibilities, and Handoffs
– Stakeholder Management & Communication Plans
Agenda

3. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
1. Some definitions and distinctions
2. Business Process Documentation
3. Project Management
– Clarifying Roles, Responsibilities, and Handoffs
– Stakeholder Management & Communication Plans
Agenda

4. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
Business Process Projects
A business process is a
series of repeatable tasks
your business needs to
carry out in order to
achieve some sort of
business goal.
A project is a temporary
endeavor undertaken to
create a unique product,
service or result.
Business Processes and Projects Defined

5. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
• Involve work that creates value for a customer
or client (could be internal)
• Involves a team whose members perform
specific functions
• Team members require tools and resources to
perform those functions
• Often involve dependencies, where the output
of one person’s work becomes the input for
someone else’s.
Business Processes and Projects – Similarities

6. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
Business Process Projects
Happen over and over again Have a beginning, middle, and end.
May be triggered routinely (e.g. opening a store
every morning) or when triggered by a customer
action (e.g. submitting an order form)
Tend to be triggered as a strategic initiative by
the leadership of an organization.
Tend to create the products and services that
define an organization.
Tend to add permanent value, by creating
efficiencies, improving products or services, or
creating new ones.
May be undertaken to improve a business
process.
Business Processes and Projects – How they Differ

7. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
1. Some definitions and distinctions
2. Business Process Documentation
3. Project Management
– Clarifying Roles, Responsibilities, and Handoffs
– Stakeholder Management & Communication Plans
Agenda

8. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
1. Value
2. Inputs & Functions
3. Process Flow Charts
4. Job Aids
5. Training Documents
6. Troubleshooting
7. Quality Control
Business Process
Documentation

9. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
1. Value
2. Inputs & Functions
3. Process Flow Charts
4. Job Aids
5. Training Documents
6. Troubleshooting
7. Quality Control
Business Process
Documentation

10. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
• What are the costs & risks of NOT
documenting business processes?
You Write the Slide

11. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
• What are the benefits of
documenting business processes?
You Write the Slide

12. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
• The process of documenting processes
will clarify roles, responsibilities, and
handoffs.
• Everyone who touches the process
should have a chance to give input on
the document.
• Documenting business processes helps
to:
o align expectations
o support accountability
o surface problems to be solved
Business Process Documentation – A Collaborative
Tool

13. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
1. Value
2. Inputs & Functions
3. Process Flow Charts
4. Job Aids
5. Training Documents
6. Troubleshooting
7. Quality Control
Business Process
Documentation

14. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
• Inputs – what triggers the activity of
a person, software program, or
robot
• Function – the work done by a
person, software program, or robot
• Output – the result of the work
done, which may be the input for
other functions.
Inputs, Functions, and Outputs

15. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
1. Value
2. Inputs & Functions
3. Process Flow Charts
4. Job Aids
5. Training Documents
6. Troubleshooting
7. Quality Control
Business Process
Documentation

16. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
• Graphical Representation of a
Process
Process Flow Charts
document
Preparation /
setup operation

17. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
Does a current
agreement cover
the course
Email employee new
agreement
No
Learning and Dev Mgr
approval via workflow
Denied
Approved
Signed agreement
Email to
employee
Notification of approval or denial
Update status of form
Pre-payment status tracking
Agreement moved to
Docfinity
Update status of form
Record receipt
Attach to form
Update status of form
All Documents received
All necessary documents received?
Send to AP for payment/Update status
to ‘pending post-payments’
AP Online forms
Email to
employee
regarding
payment
Update form with voucher number
Email sent to
Docfinity
Employee Tuition Benefit
Payment Processing
Proposal
4/12/2019
Prepay ?
Yes
No
Send to Payroll/Update status
Update status of form
Finalized
Payroll Advice/Payment
No
Yes
Financials System
New Tuition
Benefit Form
Submitted
Bill/Invoice received
R:HRMSProjectTuition BenefitProposed flow of Employee Tuition Benefit.pptx

18. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
Employee L&D MGR Payroll Finance
Submit Tuition
Benefit App
Notifies employee
of needed
documents
Submits
remaining
documents
Processes
payment and
notifies payroll
Requests
transcript
submission
Records taxable
and non-taxable
income on pay
advice
Approves
payment and
mails check
Submits transcript
Records
transcript receipt
Swim Lane Flowchart Example

19. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
1. Value
2. Inputs & Functions
3. Process Flow Charts
4. Job Aids
5. Training Documents
6. Troubleshooting
7. Quality Control
Business Process
Documentation

20. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
Job Aids

21. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
1. Value
2. Inputs & Functions
3. Process Flow Charts
4. Job Aids
5. Training Documents
6. Troubleshooting
7. Quality Control
Business Process
Documentation

22. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
Training Documents

23. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
1. Value
2. Inputs & Functions
3. Process Flow Charts
4. Job Aids
5. Training Documents
6. Troubleshooting
7. Quality Control
Business Process
Documentation

24. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
Troubleshooting Problems
from LinkedIn Learning’s “Improve Your Problem-Solving Skills”

25. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
1. Value
2. Inputs & Functions
3. Process Flow Charts
4. Job Aids
5. Training Documents
6. Troubleshooting
7. Quality Control
Business Process
Documentation

26. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
• Proof of work
• Testing
• Auditing
• Routine review
Building in Quality Control

27. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
Your Turn
• Use the remaining time to create a
flow chart, swim lane, job aid, or
training document.
• If you can, show your work to
someone else whose work touches the
process you are experimenting with.

28. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
1. Some definitions and distinctions
2. Business Process Documentation
3. Project Management
– Clarifying Roles, Responsibilities, and Handoffs
– Stakeholder Management & Communication Plans
Agenda

29. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
Definitions
• Project:
a temporary group activity designed to produce a unique
product, service or result.
• Project Management:
the application of knowledge, skills and techniques to
execute projects effectively and efficiently.

30. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
Project Plan
a statement of the scope,
objectives, and
participants in a project.
It provides a preliminary delineation
of roles and responsibilities,
outlines the project objectives,
identifies the main stakeholders,
and defines the authority of the
project manager.

31. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
Some Elements of Project Plans
• Project Plans
– Statement of Opportunity
– SMART Goals
– Deliverables
– Constraints
– Stakeholders/Roles
– Assumptions
– Risks
– Work Breakdown

32. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
1. Some definitions and distinctions
2. Business Process Documentation
3. Project Management
– Clarifying Roles, Responsibilities, and Handoffs
– Stakeholder Management & Communication Plans
Agenda

33. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
RACI Chart
• Project functions x Project Team Member
• In each cell identify the level of involvement of each team
member:
– Responsible: The doers of the project, and especially the project
lead.
– Accountable: The buck stops here. Often the project sponsor.
– Consulted: Stakeholders whose expertise is required or whose
needs must be understood.
– Informed: Stakeholders who are not directly involved in the project
activity, but need to know what is going on.

34. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
RACI Chart Example

35. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
Project Roles & Responsibilities Document
• A chart that lists all of the people involved in a project and
a bulleted list of their responsibilities

36. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
Your Turn
• In the left column, fill in the main
phases of your project.
• In the top row, fill in at least 3 key
stakeholders of your project.
• Create a RACI chart for a project
you are involved in.

37. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
1. Some definitions and distinctions
2. Business Process Documentation
3. Project Management
– Clarifying Roles, Responsibilities, and Handoffs
– Stakeholder Management & Communication Plans
Agenda

38. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
Stakeholders
• Stakeholder: anyone that
has an interest in or will
be impacted by the
project.
• Stakeholders have various
degrees of power and
influence, attitudes
towards the project, hopes
and fears, strengths and
limitations, etc.
• Communication is the key
to stakeholder
management

39. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
• What are some examples of
stakeholders in your projects?
You Write the Slide

40. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
Your Turn
• Choose a stakeholder from a
project you are involved in and
complete the stakeholder analysis
worksheet.

41. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
Communications Plan
• Use your stakeholder analysis to create a communications
plan for them. What will you communicate, when, and how?
• Consider communicating at key milestones or on a regular
schedule
• Key Principle:
– Take the maximum amount of communication you think is
necessary in any situation.
– Multiply by 10.
– That’s the minimum.
• If you’re wondering whether someone might need to know
something, they probably do.

42. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
• Collaborative relationships are vital
for success.
• Every project represents an
opportunity to build stronger
relationships with your team.
• Clarifying roles and responsibilities
creates a more harmonious,
productive workplace.
Parting Thoughts

43. WCMA Training – Meetings, Business Processes, and Project Management
Kevin R.Thomas, Manager, Learning & Development · Office of Human Resources · kevin.r.thomas@williams.edu · 413-597-3542
Kevin Thomas, Learning & Development Manager
x3542
krt4@Williams.edu
• program evaluation
• program web page