Going Beyond Process Improvement

Going Beyond Process Improvement

Question:
How do you know when an organization has gone from merely improving processes to institutionalizing process management?

Answer:
Each key process will have:

  • A map that documents steps and the functions that perform them.
  • A set of customer-driven measures, which are linked to organization-level measures and drive functional measures. In an institutionalized process management environment, functions cannot look good against their measures by hurting other functions and the process as a whole.
  • A process owner.
  • A permanent process team, which meets regularly to identify and implement process improvements.
  • An annual business plan, which includes, for each core process, expected results, objectives, budget, and nonfinancial resource requirements. . . .