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1PHILIPPINES :: MALAYSIA :: VIETNAM :: INDIA :: SINGAPORE :: INDONESIA
Process Management Beyond Certification
A Fair Play Between Efficiency & Effectiveness
2
Learning Bites
• Steps involved in Process Management
• Need / benefits of certification
• Systematic approach for Process Management
• Effectiveness vs. Efficiency – Fair play OR Preference
What is Process Management
• Process management is a series oftechniques, skills, tools, and methods used tocontrol and manage a businessprocess within a large system ororganization.
• The term is most commonly used in businessanalysis, productivity studies, andsystems engineering.
• The purpose of process management is toclearly identify and document all the stepsand actions taken to complete a process orwork flow.
• Process management also involvesdocumenting the current process, evaluatingof time and level of effort, as well as analysisof efficiency, bottlenecks, and overall processcosts.
CUSTOMERREQUIREMENTS
EXCELLENTQUALITYSERVICE
CUSTOMER
SATISFACTION
What does it take?
Business Needs
The Trinity of Business Success
PEOPLE
PROCESS
PRODUCT3PBusiness
Trinity
PROCESS
PEOPLE PRODUCT
PROFIT
Business ProcessManagement
Skills DevelopmentQuality Service
I.T. Solutions
& Technology
PEOPLE
PROCESS
PRODUCT
PROCESS AUTOMATION
EFFECTIVE COLLABORATION
REAL-TIME COMMUNICATION
The Trinity of Business Success
Process Management Maturity Model
1Pre-Compliance
2 Compliance
3 Beyond Compliance
4 Integrated Strategy
5Purpose / Passion
Certification… The Boon & Bane
►Compliance to best practices
►Ability to benchmark
►Marketability / Recognition
►Guidelines for people to follow
►A Standardized Management Approach
►Documentation-centric Approach
►Restricted to Compliance Mindset
►Lose sight of continuous improvement
►Certification over E & E
Certification… The Boon & Bane
Business Process Management Model
11
Key ProcessesMaturity /
ConsistencyCONSTITUTES
Workforce Capability
Process Capability
Performance
ENABLES
PREDICTS
Business Capability Model
MISSION,VISION
OBJECTIVES &TARGETS
CORE & SUPPORT PROCESSES OUTPUTSINPUTS
IQACUSTOMER
SATISFACTIONMEASUREMENT
MONITORING &MEASUREMENT
OF PROCESS
MONITORING &MEASUREMENT
OF PRODUCTS
MANAGEMENTREVIEW
PLAN
DO
CHECK
ACT
Simplistic Approach
What are we really looking for…
EFFECTIVENESSEFFICIENCY
Efficiency & Effectiveness
EFFECTIVENESSEFFICIENCY
11 22
PRIORITY???
SCENARIO 1:
YES NOEFFECTIVENESS: EFFICIENCY:
SCENARIO 2:
NO YESEFFECTIVENESS: EFFICIENCY:
SCENARIO 3:
YES YESEFFECTIVENESS: EFFICIENCY:
Undesirable &Unsustainable
Efficiency vs. Effectiveness – A Fairplay?!
Unsustainable & Improbable
IDEAL
Success factors for effective and efficient process management
• Management Commitment• Shared Vision
• Knowledge• Institutionalization• Technology and Infrastructure availability• Buy In
• Process and its integration• Effective Implementation
• Metrics program• Audit rating• Performance Measurement• Investment Analysis
COMMITMENT
ABILITY
IMPLEMENTATION
VERIFICATION
“If you do what you’ve alwaysdone, you’ll get what youalways got!”
- W. Edwards Deming
Thank you very much!
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