Three aspects determine the enterprise's process management

We have seen a lot of enterprises, from the governance structure of the enterprise-type group, there are some family-type group, the scale is different, the industry is not the same, but we have more or less have carried out a number of institutional management and processes and other things. They're going to get a good process specification file. Ask the Amt Consultant: How do you think our process is progressing? This time we are looking at the document, but choose to use three aspects to measure the enterprise process management how to do:

First, observe any meeting of this enterprise

For example, open the door of the conference room randomly and record the original meeting language. See how many times the meeting has mentioned the department, the individual, and the process. Business meetings are often communication problems, analysis and problem solving. When the problem comes out, if the enterprise is saying so many times that this is your problem, Lao Zhang, Lao Wang This is your personal problem. At this time the enterprise is not in the process as a management object, but the department as a management object, the individual as a management object. And if this meeting to talk about this problem may have a certain process design itself is a problem, how can we from the structural design to avoid this problem recurrence. If the meeting is in this way, the enterprise's process management has entered its day-to-day ecology.

Second, push the door of the conference room to see if a department is in session or an inter-departmental group.

In other words, is the cross-functional way of working together in this business is very natural, very normal. If all of the work in this enterprise layout, follow-up, tracking are in the Department unit. We still say that the company has a strong vertical sector management color, and if the company is doing the new product listing process, in the development process is often a group sitting together. The team may come from customer service, from production, from finance, and even from customers and suppliers, and certainly from the sales and research departments, which is a team that works, not a department, and then dumps it to the next department. We feel that this kind of collaborative work is not normal is also a measure of an enterprise process management is a good observation mode.

Third, turn over the large thick of the process specifications, find a random process to ask who is responsible for this process. If you can say So-and-so, please ask him to come, and then asked him this process is your responsibility? How does this process measure whether it is doing well or not? Do you know the calculation index? In order to achieve this performance indicator, you to coordinate the process involved in some departments and positions, you can mobilize them?

If the person in charge of the process (sometimes called the person in charge) says that the process is good or bad, there is no standard, that is, the text is done on a regular basis. If this process is to be improved, it will be difficult for me to coordinate with other departments. I may have to struggle to get them to participate in this process. This process is not very good with my performance indicators also have nothing to do with my performance indicators, my salary bonus is determined by my line manager. He thought I was doing a good job, my line leader gave me a high score, my performance indicators are high. It has nothing to do with this process. If the answer is such a negative one, we say that in this business the process is in fact orphan without human control.

So the combination of the above points, we say that the measurement of an enterprise process management is good, not only to see how thick his text file.

To give a good example of a process, I would like to tell you my real experience as a consumer, and I hope that you will see more examples of real processes in life.

I have to use the phone repair network repair site, a repair shop to see a very big welcome card, the Welcome card is written "Customer care", I think this word can reflect the process of a factor: the process of creating value for customers. What is the value? is to let this customer come here to feel a kind of care. And how does that value manifest? Let me tell you some details.

For example, when waiting in line to wait for seats to play Mr Bean's comedy, so easy to pass the time. A large flow is not the damage to the mobile phone down to the technician, the first will be delivered to a very sweet voice service miss

The service lady would do such a few things:

Find out what's wrong with your phone and she makes some entry-level registrations. Then the bad, need to repair the part to get backstage. She put the description of the problem she heard into the computer, and then put the rest of the spare parts in a small bag to give to you.

Such a lot of details actually have the spirit of management in it, such as why she did not want me to hold the thing directly to me, but in a bag to me? I think this is also a manifestation of concern.

At the same time in this process there are processes between different positions of the work arrangements, if all things to the technical personnel to do, one will be very occupied with his technical resources of the valuable time, the technical staff do the pre-pie, disassembly of this work to a service and the service of the lady to do. It is known as the activity in the process and the relationship between activities, and her process is the relationship between such an activity.

We string this up, and a process has six elements.

Process for his client, who is the customer?
Create value, what kind of process output does this value represent?
What is the output of the process?
What is the input of the process?
What are the activities in the process?
And the relationship between activities and activities.

We have to say is not the flowchart of what each step is drawn, and finally the customer has not felt that he was cared for.

This article is published by the AMT consultation authorization.