5 Step Process Management

1. Define and chart processes and operating instructions - ‘Improved As Is’ based on lean / waste elimination methods applied within team entities to deliver the specified customer experience. Also establish predetermined process standard times (‘should take’) and define and align process performance metrics (customer experience, effectiveness, service levels, efficiency) and controls.
2. Implement the defined processes using effective process coaching and team management processes.
3. Achieve process stability through conformance i.e. when all processes are consistently executed as defined – at this point the process is described as stable and the customer experience, process performance and resource levels are highly predictable.
4. Use process definitions and standard times as the reference to determine causes of resource and efficiency variances - design and implement appropriate interventions and take corrective actions to increase the level of conformance. Analyse the performance of a stable process to identify the key causes of process variation, develop appropriate process interventions and implement solutions. Identify the causes of resource utilisation gaps and take appropriate management corrective actions.
5. Streamline processes - through re-engineering, redesign, simplification, integration and improvements to the process enablers. At all stages capture improvements and continuously update process definitions - then deploy and achieve conformance.