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In our Process Management consulting room we answer
some basic questions and provide links to further resources as well as
more articles from the panel on the left:
What is a process?
What is an effectively
managed process?
What are process
outcomes?
How are processes
identified?
How are objectives
identified?
What do we have to do to
manage our processes effectively?
How do we convert our procedure based system into a process based system?
A process in its simplest form uses inputs to create outputs. The
outputs are created by a series of interrelated tasks, behaviours and
resources acting on or using the inputs. Every result is achieved by a process but
it does not mean that the result is one that is required. Pollution,
nonconforming product, delays, errors, customer dissatisfaction are all
results that are caused by a process. It is therefore insufficient to
simply define ones processes. The aim should be to manage ones processes
effectively. A more definitive explanation is provided in our e-book
A guide to business process management
An
effective process is one that achieves the results that are intended – i.e.
the objectives. An effectively managed process is a process in which
the activities, resources and behaviours are planned, organized and
controlled in a way that the outcomes meet specified objectives as
illustrated right:
What are process
outcomes? ..top
Process
outcomes comprise the outputs and the impacts. Outputs are the products,
services, information and decisions produced by the process. Impacts are
the effect of the process on its surroundings such as the impact on
customer satisfaction, the environment, employee motivation, shareholder
value, supplier loyalty and society. It is necessary to manage both
outputs and impacts otherwise the parties affected by the impact may
withdraw their stake in the process, i.e. they may withdraw their labour,
their support, their investment, their permission etc and cause the
process to cease operation.
How are processes
identified? ..top
Processes are not identified by renaming procedures as processes, or by flow charting
activities and giving them process names. Process are identified from knowing an
objective. Business processes are identified from the business objectives,
departmental processes are identified from the departmental objectives,
etc.
- If one of your objectives is to manage
customer relationships effectively, you have a Customer Relationship
Management process
- If another objective is to bring
innovative products to market ahead of the competition, you have an
Innovation Process
- If another objective is to deliver
product to customer on time, you have a Delivery process
How are objectives
identified? ..top
Objectives are determined from the purpose
of the organization by
establishing the factors upon which fulfilment of the purpose depends. These
are the critical success factors (CSF). The CSFs indicate the capabilities
needed and consequently identify the objectives to delivery these
capabilities. Business objectives are determined from the organization’s
mission statement, There has to be constancy of purpose and to achieve this
the objectives need to be deployed or cascaded down through the
organization. If you are interested in learning more about setting
objectives why not commission a 1
day in-house workshop
What do we have to do to
manage our processes effectively?
..top
There is a universal series of activities for managing
processes effectively.
-
Establish process objectives and express them in
measurable terms.
-
Establish
measures of success - the factors that will
indicate whether the objective has been achieved.
-
Define the key stages that convert the inputs into outputs.
-
Define the resources, information and competences required to deliver the
required outputs.
-
Identify the risks and put in place measures that eliminate, reduce or
control these risks.
-
Determine how performance will be measured against the objectives and
variation reduced.
-
Find better ways of achieving the process objectives and improve process efficiency.
-
Establish whether the processes objectives
remain relevant the needs of the interested parties and if necessary
change them.
If you want further guidance you can download our e-book A Guide to Business
Process Management.
How do we convert our procedure based system into a process based system?
..top
If you have a traditional ISO 9000 based management system
that is described through a Quality Manual and a set of 20 or so
procedures, even if they have been turned into flow charts to get you
through the ISO 9001:2000 audit, you won't have a process based management
system. Your best solution is to read our book
Converting a QMS using the process approach,
then notify us of your top 10 issues using our contact form
and we will steer you towards a practical solution commensurate with your
needs. |
