It's just getting too hard to support the business that wants more flexibility, cheaper service provision, faster implementation, connectivity worldwide and the supply of information to multiple user access devices. All must be delivered on a reduced budget.
Changing a process within a business is not for the fainthearted, as Ronald Reagan once said: “The future does not belong to the fainthearted; It belongs to the brave.” Business-process owners must have the courage to embark on the journey to change the future of their business processes. This article aims to guide those organisations in making process change a successful reality.
Many articles have described the essential tools of achieving and sustaining process-based management. The Tregear Circles define the management meta-model that focuses on genuine, targeted, and evidence-based performance improvement. The 7Enablers of BPM describes how process-based management, via the circles, is enabled and embedded.
Process owners, process steward, process custodians—many words you may have heard thrown around over the past few years. As the concept of process ownership is slowly getting traction across the board, organisations are appointing process owners more frequently than ever, and process ownership is starting to get included in role descriptions. Why is that? Why do you even need someone to manage a process when it is intrinsically the objective of a company to perform as best it can? Because each individual trying their best to make a company succeed is not sufficient anymore: there is a clear need to layout, measure, and improve processes systematically—and, for that, someone needs to be responsible for those processes. A wide array of definitions Let’s start with the necessary step of defining process ownership. Perusing the interwebs provides many definitions of the concept, some with important differences. Let’s take, as a starting point, 6 sigma’s definition, the broadest one identified: “Process owners are responsible for the management of processes within the organisation.” Process Owners (POs) are responsible to manage processes. What does manage mean? This definition does not say. Then follows two definitions with conflicting elements, illustrating well the potentially confusing nature of the process owner. On the one hand, the business dictionary defines it as “[a] person who has the ultimate responsibility for the performance of a process in realising its objectives measured by key process indicators, and has the authority and ability to make necessary changes.” On the other hand, we, at Leonardo, think of the role as more of a facilitator, where the process owner is accountable for responding when process performance is outside of the accepted range (or trending in that direction), and when a change of target is appropriate. A seemingly small difference at first, it is a crucial matter when it comes to practical applicability.
Readers in parts of the world where Christmas is celebrated (or is that selleberated!) well understand the rituals of giving and receiving. Santa Clause is checking inventory, supply chain managers are frantic, the transport pool is making final adjustments, and the naughty/nice lists are being debated and finalized. In other parts of the world, readers have their own celebration and remembrance festivals through the year. The giving and receiving of gifts, goodwill and grace are important parts of our lives. This has me thinking, inevitably, about processes. Yes, I know – sad, but true! It is common to say that business processes are the conduits through which every organization delivers value to its customers and other stakeholders. Therefore, business processes need to be thoughtfully managed and continuously improved to maintain an unimpeded flow of value. Many readers will agree that this is the essential premise of Business Process Management, the touchstone on which all other related process-centric management, governance, measurement and technology initiatives rely. However, this is not complete. This view of a one-way flow of value is a distortion of what actually happens. It is not enough to deliver value, we must always exchange value. Of course, every organization exists to deliver some form of value proposition to customers and other stakeholders and we see these documented in Mission, Vision or other statements of strategic intent. Business processes are the pathways through which we execute that intent. But it’s not a one-way street. Organizations, at least the successful ones, deliver value and they must also be receiving value in return. Organizations are not infinite value generators, content to stream out value endlessly and for no purpose. There must be a return path.