Immigration New Zealand Process Management Framework for Visa

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Transcript of Immigration New Zealand Process Management Framework for Visa

  • 1

    Immigration New Zealand

    Process Management Framework

    for Visa Processing

  • 2

    Contents

    Lists of tables and diagrams .............................................................................................................. 4

    Key terms .......................................................................................................................................... 5

    Executive Summary .......................................................................................................................... 6

    1. Introduction .............................................................................................................................. 8

    1.1. Background ........................................................................................................................ 8 1.2. What is a Process Management Framework? ................................................................... 10 1.3. Process management cycle .............................................................................................. 11 1.4. Overview and administration of INZs process management ............................................ 13 1.5. Standards for INZ process management ........................................................................... 15

    2. Governance framework and responsibilities ........................................................................... 17

    2.1. Process definitions ........................................................................................................... 17 2.2. Who owns business functions?......................................................................................... 20 2.3. Who undertakes process analysis? ................................................................................... 21 2.4. Process roles and responsibilities ..................................................................................... 21 2.5. Who signs off process change? ......................................................................................... 23 2.6. Changes to INZ products .................................................................................................. 25

    3. Process management cycle ..................................................................................................... 27

    3.1. Summary of INZs process management cycle .................................................................. 27 3.2. Change initiation .............................................................................................................. 28

    4. Phase one: Design ................................................................................................................... 30

    4.1. Purpose............................................................................................................................ 30 4.2. Process map: Design ........................................................................................................ 30

    5. Phase two: Model ................................................................................................................... 32

    5.1. Purpose............................................................................................................................ 32 5.2. Process map: Model ......................................................................................................... 32 5.3. Success criteria................................................................................................................. 35 5.4. Metrics............................................................................................................................. 35 5.5. Pilots ................................................................................................................................ 38 5.6. Evaluating process exceptions .......................................................................................... 42

    6. Phase three: Implement .......................................................................................................... 43

    6.1. Purpose............................................................................................................................ 43 6.2. Process map: Implement .................................................................................................. 43 6.3. Implementation plan ........................................................................................................ 44 6.4. Communications .............................................................................................................. 45 6.5. Implementing process exceptions .................................................................................... 45

    7. Phase four: Monitor ................................................................................................................ 46

    7.1. Purpose............................................................................................................................ 46 7.2. Process map: Monitor ...................................................................................................... 46 7.3. Scheduling ....................................................................................................................... 47 7.4. Ongoing reviews of INZ process ........................................................................................ 47

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    8. Phase five: Refine .................................................................................................................... 49

    8.1. Purpose............................................................................................................................ 49 8.2. Process map: Refine ......................................................................................................... 49

    9. Resources and tools ................................................................................................................ 51

    9.1. Style information ............................................................................................................. 51 9.2. Templates ........................................................................................................................ 53 9.3. The Global Process Manual .............................................................................................. 53

    Appendix A: Ownership of information and process repositories................................................... 55

    Appendix B: Simple sign-off template............................................................................................. 56

    Appendix C: Business functions out of scope of Process Management Framework ........................ 58

    Appendix D: Visa Services process owners (managers) ................................................................... 59

    Appendix E: Change request template ............................................................................................ 60

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    Lists of tables and diagrams

    List of tables

    Table 1: Process roles and descriptions ............................................................................................ 11

    Table 2: Standards for INZ process management ............................................................................. 15

    Table 3: Business functions directly impacting visa processing ......................................................... 17

    Table 4: Process levels ..................................................................................................................... 19

    Table 5: Ownership of business functions by INZ branch................................................................... 20

    Table 6: Roles and responsibilities for business functions (R.A.C.I. diagram) ..................................... 22

    Table 7: Sign-off matrix for process proposals .................................................................................. 23

    Table 8: Degrees of impacts ............................................................................................................. 24

    Table 9: Examples of degrees of impacts .......................................................................................... 24

    Table 10: Change initiation process steps ......................................................................................... 29

    Table 11: Design process steps ......................................................................................................... 31

    Table 12: Model process steps ......................................................................................................... 33

    Table 13: Common metrics for visa processing ................................................................................. 36

    Table 14: Reasons for undertaking a pilot ........................................................................................ 38

    Table 15: Pilot process steps ............................................................................................................ 39

    Table 16: Materials needed in preparation for a pilot ...................................................................... 41

    Table 17: Potential risks and benefits of exceptions ......................................................................... 42

    Table 18: Implement process steps .................................................................................................. 44

    Table 19: Monitor process steps ...................................................................................................... 47

    Tabl