As-Is To-Be

Anubhav Bhasin — Manager, Consulting & Delivery

Introduction

Post graduate in Business Management with close to 11 years of work experience. I am passionate about learning technologies revolving around Social, Mobility, Analytics and Cloud platforms. Currently leading the Salesforce Consulting practice at Venerate Solutions.
In most business requirement workshops, you would generally come across the terms AS-IS process and TO-BE process. This blog will help you answer the following:

Use Case

As a Salesforce business analyst, you need to understand the current business process of a customer who is using a different CRM platform and making their move to Salesforce.com. This being a transformational project, it is key to understand the business objectives behind this move. But transforming does not just mean moving the current process to the new CRM but crafting out a new refined business process altogether.

You got it right! Current process -> AS-IS business process of the organization Transformed process -> TO-BE business process of the organization
Well, if you have several business stakeholders explaining their organizational process in back-to- back meetings without a visual context, it becomes challenging to understand. An AS-IS process is something that can be requested at this stage. The visual aid helps focus and stimulates the mind to ask better thought-provoking questions. The back and forth of clarifications would go on for a while. Slowly but smoothly, you start connecting the dots and understanding the current business process of the organization. Not only does the AS-IS process help you but in many cases, I have seen that this AS-IS process walkthrough helps the customers themselves – they start identifying gaps in their process, start thinking through process improvements, gives a chance to reconnect with internal teams and streamline the process etc. The AS-IS can also help give context to new-joiners within the organization.

Now as you feel confident with your understanding of the current business process, you would want to move onto crafting the TO-BE process with your customer on the Salesforce platform. The TO-BE process could actually be defined by the customer or you could help them with recommendations. As a whole the TO-BE would be a step ahead of the AS-IS – it would involve process improvements, gap closure and also new ways of working. Arriving at a TO-BE process would not be a cake-walk by any means. It will take some time to craft this out but, in the end, this is what matters the most. The process would be referred throughout the engagement and would remain with the business as a critical artifact.

AS-IS process for a Leave Request:

TO-BE process for a Leave Request:

Uncover the TO-BE Process

Design Thinking

Design thinking is a solutioning approach that helps solve problems. The five stages of Design Thinking, according to d.school, are as follows: Empathize, Define (the problem), Ideate, Prototype, and Test.

1. Empathize

Gain an empathetic understanding of the problem at hand. This stage is more about keeping your assumptions aside (unbiased approach) and learning from the users through observing, engaging and understanding from their experiences.

2. Define

Utilize the data captured in the first stage to define the problem statement in a human-centred manner. Example of such a problem statement – The users should be able to get a 360 view of their customers in a single screen to make their experience insightful.

3. Ideate

Get as many ideas as possible in the direction of the solution based on the defined problem. There are several techniques involved in ideation, to name a few:

4. Prototype

An experimental phase to identify the best possible solution for each of the problems defined. Implement each solution in this stage with a specific end result tag like approved, disapproved, review or reject.

5. Test

An experimental phase to identify the best possible solution for each of the problems defined. Implement each solution in this stage with a specific end result tag like approved, disapproved, review or reject.
With the involvement of key stakeholders from scratch to a finalized solution, research driven data points, a pool of ideas and a mechanism to continuously take feedback and improve, definitely makes design thinking a recipe for success.

This is exactly what we do here at Venerate Solutions. Not only do we have a great Salesforce implementation team but also a consulting team that would help you craft your TO-BE process with our recommendations and unique consultative approach!

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