Managing and Improving Complex Processes
A business process is a network of value-adding activities designed to purposefully achieve a business goal. Business processes involve people working together with a variety of inputs to deliver an outcome that serves the customer, and benefits the organisation. The pace of change is such that business processes can quickly become convoluted, confusing and inefficient.
The best way to improve cost-efficiency and, therefore, performance and profitability is to actively manage business processes. Effective Business Process Management comprises six elements:
1. Identify the purpose of the process from the point of view of the customer.
2. Study the process thoroughly and understand the barriers to meeting its purpose. Make the process visible.
3. Model the decision points in the process and measure how effectively they meets its purpose.
4. Empower the people in the process to map, manage and improve it.
5. Develop the team to identify and fix process problems
6. Document the process as part of a Business Process Management system and share the learning at all levels.
Business Process Management is about process understanding, maturity and improvement. The Business Process Maturity Model (BPMM) provides a useful structure for organisational processes, moving through 5 levels of maturity from unstructured, uncoordinated activities to a process structure that is understood, visible and actively managed to provide a foundation for continuous improvement.
Business Process Management involves working with the team in the process to understand and streamline the process and, importantly, empowering the team to work together to eliminate the root cause of the problem.
BPM involves understanding, modelling, improving and controlling business processes with the involvement of the team delivering the process.
The benefits of actively managing business processes include:
- A coordinated and managed approach to workflow, risk and compliance
- Managing the whole end-to-end process (across teams, departments and locations) to provide the best customer service
- The ability for the whole team to work together to optimise the process
- The ability to model “what if” scenarios and simulate changes before committing to their implementation
- Greater management of risk and compliance issues across the whole process with more efficient, less intrusive controls in the right places
- Greater flexibility to react quickly to changes in the process, for example, peaks and troughs in demand, or regulatory changes
- The sharing of learning, problems and constraints across the process to develop mutually beneficial solutions
- Easier documentation of processes for quality assurance purposes
- The ease of replication of processes as the organisation expands or restructures
If you have a desire to actively understand, define and improve your organisation’s business processes, please contact us for more information.