Business Process Mapping for Salesforce Admins

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  • Business Process Mapping for Salesforce Admins July 27, 2016

  • Speakers

    Gillian Madill Admin Evangelist Salesforce @gmadill

    Squire Kershner Salesforce Platform Lead Baird @skershner__c

  • Forward-Looking Statements

    Statement under the Private Securities Litigation Reform Act of 1995:

    This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.

    The risks and uncertainties referred to above include but are not limited to risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.

    Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements.

  • Get Social with Us!



    Salesforce Admins

    Salesforce Admins

    The video will be posted to YouTube & the webinar recap page

    (same URL as registration).

    This webinar is being recorded!

  • Join the Admin Webinar Group for Q&A!

    Dont wait until the end to ask your question! We have team members on hand to answer

    questions in the webinar group.

    Stick around for live Q&A at the end!

    Speakers will tackle more questions at the end, time-allowing

  • Agenda

    The Importance of Business Process Mapping

    What is Lean Methodology?

    Putting it All Together



  • Awesome Admins = Awesome Process Mappers

    Admins are Business Analysts

    Know the business & implement Salesforce solutions

    Drive success for your business


    Your company uses Salesforce to manage Sales, but you see your Sales Reps still printing spreadsheets. Stop the madness! Map out the process and see where you can use Salesforce to save time and trees.

  • Importance of Business Process Mapping

  • Where It All Begins . . .

    Compliance: When we go through our Deal Audit Process, it can be hard to find all of the important information from the Deal. Can you help us find a better way to report the information we need from the Deal record?

    Admin: Sure! Thatll be a snap!

  • What is a Process Map?

    A visual representation of work processes, input sources, linked tasks, handoffs, and expected or planned output of the process.

    What is the work being done? How is the work being done? Who is executing the work? Where is the work being done? Why the work is being done

    WOCintech Flickr

  • Generating a Business Process

    1. Understand the Process, beginning to end. Challenge: Map only what you observe not what you interpret Challenge: Be cognizant of the scope of the process, but do not ignore the


    2. Identify the consumers, points of control, reasoning for the process, as well as the gaps and risks of the process.

    Challenge: Do not limit the consumers to the doers and the recipients. Challenge: Gaps and risks are those that are observed. Analysis comes later.

  • Generating a Business Process

    3. Interview members or users of the process to understand all requirements.

    Challenge: Listen. Ask open ended questions. Challenge: Dont stop asking why, and dont assume you understand why.

    4. Map the process Challenge: Visio-paralysis.

    5. Analysis of the process Challenge: Identify opportunities for improvement, not solutions (yet)

  • Business Process Styles SIPOC Diagram

  • Business Process Styles High-Level Diagram

    Step 1 Step 2 Step 3 Step 4 End of Process Start of Process

  • Business Process Styles Top-Down Process Map

    Step 1 Step 2 Step 3 Step 4 End of Process Start of Process

    Detail Step

    Detail Step

    Detail Step

    Detail Step

    Detail Step

    Detail Step

    Detail Step

    Detail Step

    Detail Step

    Detail Step

    Detail Step

    Detail Step

    Detail Step Detail Step

    Detail Step

  • Business Process Styles Detailed Flowchart

    Start of Process

    Step 1

    Step 2 Decision Point

    Terminate Process

    Step 3 Decision Point Step 4





    Final Decision


    Step 5

    Successful End of






    Output Step 6

  • Business Process Styles Cross-Functional (Swim-lane) Diagram

  • The Lean Methodology

  • What is Lean?

    Lean Manufacturing Principles: methods used to systematically eliminate waste from the system. The process focus is on making obvious what adds value by reducing all else from the system.

    Lean Software Development Principles: methods used to remove all waste from a development process, resulting in valuable returns to the customer.

    Value is based on the perception of the clients that pay for, use, or gain from the system.

    If there is no Value, it is Waste.

  • Seven Tenets of Lean Development

    Hooray! Salesforce is already helping Admins become Lean Developers

    1. Eliminate Waste

    2. Embed Quality

    3. Create Knowledge

    4. Defer Commitment

    5. Deliver Fast

    6. Respect People

    7. Optimize the Whole

  • 1. Eliminate Waste

    Anything that depletes the available time, effort, or space from a project, or that increases the costs of a project without returning value, is waste.

    Extra Features Incomplete work Relearning Handoffs Task Switching Defects

    Seven Tenets of Lean Development

  • 2. Embed Quality

    Control conditions as to not allow defects in the first place

    Avoid defects early Inspect or test for defects early and fix them

    immediately Tracking defects is waste, preventing or resolving

    them generates value Write less code. (aka 20/80 rule)

    Seven Tenets of Lean Development

  • 3. Create Knowledge

    Declarative Development and Programmatic Development are knowledge-creating processes

    Minimum Feature Sets (MVP) Feedback loops Flexibility and willingness for change Disciplined experimentation Quality communication Base decisions on facts, not speculation

    Seven Tenets of Lean Development

  • 4. Defer Commitment

    Waiting until the end of the timebox to make a decision allows for the greatest opportunity for information gathering

    Timebox (not Scopebox) Pull not Push Schedule irreversible decisions for the last possible

    opportunity Make decisions reversible whenever able Plan thoughtfully and commit sparingly

    Seven Tenets of Lean Development

    Many people like to get tough decisions out of the way, to address risks head-on, to reduce the number of unknowns. However, in the face of uncertainty, especially when it is accompanied by complexity the more successful approach is to tackle tough problems by experimenting with various solutions, leaving critical options open until a decision must be made.

    Lean Software Development: An Agile Toolkit by Mary and Tom Poppendieck

  • 5. Deliver Fast

    Deliver so quickly that the customer doesnt have time to change their mind.

    Speed and Quality are not in opposition to each other Short iterations require (and benefit) from fast and

    informed decision making

    Seven Tenets of Lean Development

  • 6. Respect People

    Develop good leadership, technical expertise, and allow people to figure things out for themselves.