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Bridge Brand Food Services Ltd.
Kogawa mapped, analyzed and redesigned the entire customer order process from receipt through filling and shipping. The overall goal of the project was to reduce the impact of human and systemic errors and to initiate a more focused process management approach to business. In support of this, Kogawa developed a Strategic Process Framework for Bridge Brand, modelling the entire business from a process perspective.
Calgary Cooperative Association
Calgary Co-op has 14 grocery/retail stores in Calgary. In early 1995, Calgary Co-op embarked on a project to increase its effectiveness and position in the retailing market place by critically evaluating the core business and support processes of the entire organization. Kogawa was involved in this project from the outset. In addition to providing input to the CEO regarding scope and objectives of the project, Kogawa led and facilitated a project team consisting of 12 full-time employees.
Calgary General Hospital, Information Services
Implemented the set-up of the Data Administration role based on the Information Strategy Plan for the hospital. This involved the identification of roles and responsibilities; systems delivery methodology requirements and selection for customization; establishing data and process standards; development of training curriculum and manuals on data modelling, process modelling and systems methodology; training to over 50 IS and hospital personnel; acting as lead Data Analyst on several IS projects; CASE tool selection, implementation and training; CASE tool standards; Enterprise Model development and integration; repository requirements; Quality Assurance; and Marketing of DA role within the organization.
Calgary Police Services
Kogawa provided facilitation and a methodology to redesign a key citizen relations process. The project team consisted of representatives from management, administration and front line officers. Significant improvements were identified as a result of recommended changes in information technology, position responsibilities, divisional responsibilities, documents and forms.
Calgary Regional Health Authority
The regionalization of healthcare in Calgary has resulted in effectively one hospital group. However, the processes and "cultures" of the former hospital groups survived the amalgamation. The goal of this project was to provide the first step in the integration of processes across the region. Kogawa led and facilitated a team of representatives from each of the former hospital groups to analyze, redesign and integrate the management of communications on a regional basis.
Canadian Freightways
Facilitated sessions to analyze and redesign processes for setting and maintaining prices on a corporate basis. This process included all activities from the moment that the sales rep contacts the customer until the point where that customer received his invoice. The resulting process eliminated the non-value adding work that was previously necessary for the contract to be processed, and provided more flexibility in the way prices were determined.
City of Calgary, Planning Applications Process
Led a project to analyze and redesign the City’s planning application approval process (development permits, subdivisions, road closures, outline plans, etc.). This large and complex process involves staff in seven city departments. Representatives from each department were brought together as a project team to contribute to the redesigned process. A fundamental shift in culture and work processes was implemented, resulting in a team based approach and the consolidation of responsibilities to produce a far more efficient process.
City of Calgary: Purchasing Processes (Data Processing, Waterworks, Fleet Management)
In response to a value-for-money audit, the City of Calgary initiated a project to review and improve purchasing processes and the interaction of Supply Management Services with its client departments. Kogawa worked with the various project teams to map, analyze and redesign these processes, resulting in a more team oriented approach to procurement and the elimination of non-value-adding processes.
City of Calgary, Waterworks, Meters Group
Kogawa provided process modelling and facilitiation in support of a pilot project to obtain ISO certification. The strength of our modelling approach provided key gains in productivity as a "side benefit" of the project, in addition to the process models which continue to be used as guides for training and reference for front line staff.
The ARIS Toolset was a key to this project, as it provided the means to not only model processes, but manage quality documenation and produce the quality manual. In addition, using the ARIS Internet Navigator, all process models were posted on the City's intranet, providing broad point and click access to critical process information.
Database Research Group, Boston, MA
Co-authored a book with Ronald G. Ross, one of the world's leading experts on Information Resource Management, called "Resource Life Cycle Analysis: A Business Modelling Technique for Information Strategy Planning".
Energy Utility Board
Kogawa worked with numerous initiatives to redesign processes in support of an initiative to increase the level of industry accountability and reduce the amount of Board intervention. Project teams included staff from well license applications, corporate compliance, subsurface waste management, emergency response planning and systems planning.
Government of Alberta: Alberta Environmental Protection (Forest Management Division):
Provided facilitation and structure to rethink the Forest Management division. This involved the development of a "Divisional Game Plan". The plan examined the past and future roles of the Forest Management Division and began to move it toward the future direction of the government with respect to environmental concerns and the increased expectations for industry self regulation in the province.
Government of Alberta: Alberta Family and Social Services: Income Support (Supports for Independence)
In response to rising client numbers and resource constraints, Alberta Family & Social Services initiated a study to review workload standards in the Supports for Independence program. This program is delivered on a decentralized basis throughout the province in 52 district offices. Kogawa was the contractor chosen to provide the facilitation, methodology and leadership for this project. The approach taken was to map and measure processes to develop an integrated view of the entire program in support of a standard delivery model and to identify the resource and time requirements for each position type. Kogawa provided the project methodology and facilitated sessions with teams of social service staff representatives (supervisors, clerical, social workers, finance specialists, etc.). In addition to making recommendations with respect to workload standards, the final report included process improvements intended to maintain or improve the level of customer service while recognizing the financial constraints of the department. Interestingly, the caseload was not as much of a problem as the resistance of staff to the new service delivery model. Systemic inefficiencies combined with staff devoting too much time to activities beyond the mandate of their roles were major contributors to the perceived caseload problem.
Government of Alberta: Day Care Staff Qualifications, Day Care Programs
Kogawa was asked to re-engineer their business processes because their workload was expected to double while keeping the current staff numbers. We re-engineered the administration for processing of applications for certification of Day Care staff. Reduced processing time from six weeks to less than two weeks. In addition, a 70% improvement in efficiency was achieved.
Government of Alberta: Family Day Homes Branch
Identified the information requirements of the Family Day Home program, and re-designed processes to improve the flow and accessibility of information.
Government of Alberta: Office of the Public Guardian and Office of the Children’s Guardian
Analyzed the feasibility of amalgamating the Office of the Public Guardian with the Office of the Children’s Guardian. Although their processes were similar, their purpose, content and information were significantly different. In addition, many opportunities for improvements were identified.
Government of Canada: Agriculture and Agrifood Canada
Mapped and redesigned processes to obtain concrete cost/benefit information to be used in support of a proposed department wide implementation of electronic forms software. This involved mapping the entire life cycle of specific departmental forms at two pilot sites and gathering data relevant to the overall cost and/or cycle times of the processes.
Government of Canada: Parks Canada
One of the major revenue sources for Parks Canada is the rent collected on leased properties within National Parks. However, the process of managing this land is encumbered by a number of traditional practices, assumptions and regulations. The goal of this project was to identify and eliminate these non-value-adding processes within the Realty function in the Rocky Mountain District.
Government of Ontario: Office of the Public Guardian & Trustee (PGT)
In support of a major initiative to revitalize the PGT, Kogawa mapped and analyzed all major program areas. This included developing a Strategic Process Framework for the PGT. The project involved over 100 PGT staff and resulted in a wide range of recommendations including rationalization of work responsibilities, expansion of regional service provision, identification/elimination of non-core program activities, caseload balancing, development of a structured approach to outsourcing and alignment of processes with a recently amalgamated organization.
Novacor Chemicals
Using the deliverables of a previous reengineering project, Kogawa’s major role was to provide an integrated approach for defining the business requirements for a large integrated system (SAP). Kogawa developed and managed the data and process methodologies and business rule identification to support this $55 million information systems project. Kogawa also provided ongoing project methodology support to 150 project team members in Calgary and Sarnia.
Nursing Homes Branch, Ministry of Health, Ontario
Collected work analysis data to improve efficiency, effectiveness and economy of its business operations.
Syncrude Canada Ltd.
In the summer of 1995, Syncrude Canada undertook a major initiative to benchmark the performance of its mining division. After identifying the key focus areas from a financial perspective, the benchmarking team engaged Kogawa to provide the methodology and facilitation for the mapping of the current mining process and the collection of key performance data. The process maps provided the basis for in depth discussions with Syncrude’s benchmarking partners and helped to ensure that an "apples to apples" comparison of financial data was possible.
TELUS Advertising Services (AGT Directory)
As a means of implementing TELUS Advertising Services’ strategy of streamlining business processes and focusing the organization on the customer, a major business process reengineering project was initiated in late 1994. Kogawa was involved in every phase of this project, from initial planning to training, facilitation and implementation. One of the main outputs of the project was a high level process model of the value adding activities performed in the directory business. This " value chain" model continues to be used at AGT Directory in strategic planning exercises at the corporate level. It also provided the framework for the evaluation and selection of an integrated Directory publishing and management system and the analysis of process amalgamation during a corporate merger.
Kogawa has worked with TELUS Advertising Services on several other projects, performing the business and process analysis and design in order to: implemen a new service order and billing system, undertake more timely and accurate revenue analysis, streamline the production of specialized advertising products, improve purchasing processes and understand the impacts of significant regulatory changes in the Canadian telecommunications industry.
Most recently (1997-98) Kogawa has worked with TELUS in support of their implementation of SAP. Kogawa's consultants have modelled processes to identify configuration requirements and planned, tested and implemented data conversion. Kogawa has also provided user training and ongoing support in connection with the SAP implementation.
TransCanada Gas Services
In connection with a major systems implementation, Kogawa mapped and analyzed contract administration, transportation, accounting and operational processes using the ARIS Toolset. All process models were made available to staff over the TCGS Intranet, including links to procedural documentation and other supporting forms. Kogawa also worked with staff to develop an extensive on line help manual for the new information system.
University of Calgary
The University of Calgary has over 160 program advisors who assist and support students. This is a critical process in the University as it helps students make the right decisions and successfully graduate. Kogawa facilitated and provided the methodology to design an integrated, efficient and consistent process. This resulted in a central coordination of information (which previously was redundantly collected in each department and faculty), improvements in current student information systems and the ability to provide more consistent and accurate information to students.
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