Toolkit for Phase 2B - SHOULD (Process Design)

The following tools will help you complete the SHOULD Phase of a Process Improvement Project (PIP). The tools are listed in alphabetical order.

There are two tables below. The first table lists general tools you may reference at any time while completing the Phase. The second table lists tools related to specific Steps in the Phase.


General Tools
Tool Description When to Use
Deliverables Checklist This tool will help you determine if you have completed all the deliverables applicable to a step. It will also help you plan by looking ahead to see the outcomes of future steps. There is a template with this tool. Phase 2B — SHOULD (Process Design)
Glossary of Terms This tool will help you define unfamiliar terms. There is a template with this tool. Phase 2B — SHOULD (Process Design)
Process Improvement Project Management Map This is a project management tool. It lists all the ePIP steps with their corresponding outcomes, importance and roles responsible for completing each step. It also has columns for entering “Scheduled Completion” and “Date Completed” for each step. There is a template with this tool. Phase 2B — SHOULD (Process Design)
SHOULD Phase Role / Responsibility Matrix This tool shows the roles/responsibilities of individuals and groups during the SHOULD Phase and each step in the Phase. Phase 2B — SHOULD (Process Design)

Specific Tools
Tool Description When to Use
Change Model This tool will help you illustrate the scope of the Implementation effort. It portrays the 11 factors likely to be impacted and how the four stages of Implementation will move the process from IS to SHOULD. Step 27—SHOULD Design and Recommendations Previewed and Implementation Discussed
Components of a Successful Implementation Effort This tool will help you provide team members with some insights as they begin to think toward Implementation of the new process. Step 20—Key Stakeholders Briefed on IS Findings
Cross-Functional Process Map This tool will help you create a picture of the sequenced steps, across functions that depict how input(s) are converted to output(s). It shows the flow of inputs/outputs of the process to be improved through and across all applicable functions in the organization. Step 26—Cross-Functional SHOULD Process Map Developed and Tested
Cross-Functional Role / Responsibility Matrix This tool will help you create a picture of the sequenced steps, across functions that depict how input(s) are converted to output(s). It shows the flow of inputs/outputs of the process to be improved through and across all applicable functions in the organization. There is a template with this tool. Step 25—Cross-Functional Role/Responsibility Matrix Developed
General Implementation Strategy This tool will help you capture reactions and suggestions received from the Steering Team during their preview of the SHOULD Process Design. There is a template with this tool. Step 27—SHOULD Design and Recommendations Previewed and Implementation Discussed
High-Level Implementation Budget This tool will help you develop a High-Level Implementation Budget to be reviewed by the Steering Team prior to proceeding with detailed implementation planning. Step 29—Implementation Strategies and High-Level Plan Developed
High-Level Implementation Plan This tool will help you develop a High-Level Implementation Plan to be reviewed by the Steering Team prior to proceeding with detailed implementation planning. Step 29—Implementation Strategies and High-Level Plan Developed
Human Performance System Checklist This checklist, along with the Human Performance System Model, will help the Design Team during their IS Process Validation Session and when they develop the SHOULD Map. These tools will help them determine the Human Performance System factors contributing to disconnect performance for a given job category or group of performers and whether those jobs should be designed out of the process or changed. There is a template with this tool. Step 26—Cross-Functional SHOULD Process Map Developed and Tested
Human Performance System Model This tool, along with the Human Performance System Checklist Tool, will help the Design Team identify Job-Level Disconnects during the IS Process Validation Session and will help them document jobs that must be changed once the new process is designed. You will also use this tool during Implementation as a reference when preparing employees for the changes they will need to make in their performance. Step 26—Cross-Functional SHOULD Process Map Developed and Tested
Implementation Definition Worksheet This tool will help you develop an Implementation Definition Worksheet that defines the scope of the Implementation effort. There is a template with this tool. Step 33—Implementation Scoped
Implementation Infrastructure This tool diagrams and explains the roles various groups may play during Implementation. It will help you identify the potential resources needed to assist with Implementation.

Step 27—SHOULD Design and Recommendations Previewed and Implementation Discussed

Step 33—Implementation Scoped

Implementation Management Model This tool will help you understand the three stages of Implementation: Planning, Execution, and Assessment. Step 27—SHOULD Design and Recommendations Previewed and Implementation Discussed
Implementation Phase Role/Responsibility Matrix This tool will help you understand the roles/responsibilities of individuals and groups during the Implementation Phase and each step in the Phase.

Step 20—Key Stakeholders Briefed on IS Findings

Step 27—SHOULD Design and Recommendations Previewed and Implementation Discussed

Implementation Presentation Memo This tool will help you customize a memo to inform and invite Steering Team members to the Implementation Presentation Meeting. There is a template with this tool. Step 34—Implementation Scope Reviewed
Implementation Strategy This tool will help you develop and analyze alternative Implementation Strategies for each Recommendation. There are two templates with this tool. Step 29—Implementation Strategies and High-Level Plan Developed
Implementation Strategy Guidelines This tool will help you understand how four different types of strategies play out during Implementation. Step 29—Implementation Strategies and High-Level Plan Developed
Implementation Strategy Options This tool will help you understand the four basic strategies you may follow to implement a given Recommendation. These strategies are based on the degree of readiness and disruption in the organization relative to the pending change. Step 29—Implementation Strategies and High-Level Plan Developed
Implementation Strategy Guidelines This tool will help you select individuals to participate in Implementation. Step 33—Implementation Scoped
Linear Process Map This tool will help you document the major steps required to produce the outputs of each sub-process when designing a new process map. There is a template with this tool. Step 24—Sub-Processes Designed
Metrics Chain This tool will help you develop a Metrics Chain for linking process and sub-process outputs. There is a template with this tool. Step 23—Sub-Processes and Metrics Identified
New Team Member Orientation This tool will help you plan an orientation of new members to the Design Team after the project has formally kicked-off. Step 30—Team Effectiveness Review Conducted (Optional)
Organization Barriers and Enablers This tool will help you identify strengths and weaknesses of the current organization. Utilize this tool as a survey instrument when input is desired to understand the organization’s strengths and weaknesses as they exist in the current environment. When combined with the results of the Readiness/Disruption Tables and the Rating Past Efforts Survey, the analysis of the data collected with this instrument should provide actionable plans for creating interventions to manage the change effort during Implementation. There is a template with this tool. Step 27—SHOULD Design and Recommendations Previewed and Implementation Discussed
Past Implementation Efforts Data This tool will help you compile the results of the Past Implementation Efforts Questionnaires completed by Design Team members, Steering Team members, and Stakeholders. There is a template with this tool. Step 21—Past Efforts Data Compiled
Past Implementation Efforts Questionnaire This tool will help you gather input from individuals about the effectiveness of past Implementation efforts conducted in the organization. Each individual will rate the organization's effectiveness in managing each of the factors listed in the questionnaire. The ratings reflect the individual's perception of how effective the organization has been in handling past change efforts similar to the current one. There is a template with this tool.

Step 20—Key Stakeholders Briefed on IS Findings

Step 21—Past Efforts Data Compiled

Process Redesign Framework This tool will help you understand the implications associated with Implementation of a process redesign effort at all Three Levels of Performance.

Step 20—Key Stakeholders Briefed on IS Findings

Step 27—SHOULD Design and Recommendations Previewed and Implementation Discussed

Readiness / Disruption This tool will help you assess the potential impact or disruption of the emerging Recommendations on various parts of the organization as well as each function's readiness to receive and implement the proposed changes. There is a template with this tool. Step 27—SHOULD Design and Recommendations Previewed and Implementation Discussed
Recommendations This tool will help you develop your Recommendations to support the emerging SHOULD Process. There are three templates with this tool. Step 28—Recommendations Developed and Clustered
Short-Term Action Plan This tool will help you record Implementation issues that should be addressed as the project moves forward. These issues may be identified by the Design Team, Steering Team, and Stakeholders during any of the progress review sessions. There is a template with this tool. Step 20—Key Stakeholders Briefed on IS Findings
SHOULD Design and Recommendations Preview Session Memo This tool will help you customize a memo to inform and invite Steering Team members, Stakeholders and the Project Sponsor / Process Owner to the SHOULD Process Design Preview Session. There is a template with this tool. Step 27—SHOULD Design and Recommendations Previewed and Implementation Discussed
SHOULD Organization Profile This tool will help you get an overview of possible desired future state behaviors and operating styles that would support and enable the SHOULD process design. The Profile can be used to compare current and future organization profiles and to develop action plans for the Leadership team to support and reinforce behavioral changes. This tool can be used during the IS and SHOULD Phases. The feedback and conclusions drawn from discussions around this tool should be incorporated into the Implementation Plan. There is a template with this tool. Step 26—Cross-Functional SHOULD Process Map Developed and Tested
SHOULD Presentation Memo This tool will help you customize a memo to inform and invite Steering Team members to the SHOULD Design Presentation meeting. There is a template with this tool. Step 31—SHOULD Presentation Planned
SHOULD Process Design Approach This tool will help you determine the SHOULD Process Design Approach and is useful when determining how to structure the SHOULD Session(s).

Step 22—SHOULD Sessions Planned

Step 23—Sub-Processes and Metrics Identified

Team Effectiveness This tool will help you evaluate team members during a Team Effectiveness Review Session so they can individually rank their team's effectiveness. There is a template with this tool. Step 30—Team Effectiveness Review Conducted (Optional)