Process ManagementProcess Management

Pitfalls and Potential

David Edwards, MFQ

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Process ManagementProcess Management

Functional based organisation

Contracts Proc’t Projects Ops

CEO

Process based organisation

Contracts Proc’t Projects Ops

Process Owner

Gain Business

Develop plans Execute ProjectsDe-licenseSites

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Some questionsSome questions

Why is process design so difficult?

Why are core processes sometimes so difficult to identify?

Why do process development projects so often go wrong?

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Process Management – a typical projectProcess Management – a typical project

Set up Project

Step1

Identify & define

processes

Step2

Assign process owners

Step3

Developprocesses

Step4

Identify and apply

metrics

Step5

Hide the failures

Step6

Start again

Step7

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Process identification and definitionProcess identification and definition

Pitfall Potential

Overlooking what really matters

Focus on customer needs and obligations

Poor process definition

Process design often done before a project is set up

Clear standard for process definition

Fully involved project manager from the outset

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Process DefinitionProcess Definition

Process

Process Conditions

Resource Operation

Event

triggers

Person or Deptresponsible for

Operativeexecuted by

Input & Condition

Source receives from

RecipientOutput & Condition

generates

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Buy-inBuy-in

Pitfall Potential

Lack of top management commitment

Find the right buttons to press – cost, customers, business

objectives

Failure to deal with middle-management resistance to

change

EducateFocus on the benefits

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Project ManagementProject Management

Pitfall Potential

Poorly defined responsibilities

Clarity - written responsibilities for all concerned

Inadequate planning

Ineffective monitoring

Require detailed project plans from the outset

Use plans to monitor often and in-depth

Lack of intervention Regular feedback and challenge

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Process developmentProcess development

Pitfall Potential

Lack of clear methodology Defined methodology aids consistency

Inadequate attention to interfaces

Ensure process owners/teams work together

to resolve interfaces

‘Write’ a process mentality Focus on developing the process not writing the

document

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Process implementationProcess implementation

Pitfall Potential

Lack of metrics or wrong metrics

Focus on what matters to the business and the customer

Inadequate maintenance Regular reviews to maintain control

Failure to build in accountability and competence

Implement fully rounded processes

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Process MeasurementPotential MeasuresProcess MeasurementPotential Measures

Accuracy Reliability Timeliness Volume Cost

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Process TriangleProcess Triangle

Accountability

Well-designed process

Competence

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Final thoughtFinal thought

Competence + attitude + accountability= effective people

control + flexibility = effective processes

effective people + effective processes = delivery of customer needs

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Process Management Flowchart

Don’t Mess With It!

YES NO

YES

IDIOT!

NO

Will it Blow UpIn Your Hands?

NO

Look The Other Way

Anyone ElseKnows? You’re IN TROUBLE!

YESYES

NO

Hide ItCan You Blame Someone Else?

NO

NO PROBLEM!

Yes

Is the process

Working?

Did You Mess With It?