PROCESS MANAGEMENT

PROCESS MANAGEMENT

   9:35 AM       Rizkooblogsite

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What is process management? Process management is the method used to implement and continuously improve how products or services are delivered. The function is performed at a predictable level of service, support, time, and cost. Process management organizes a group of functional activities into steps that are measurable, repeatable, and reliable. A process management mentality is a fundamental change or transcendence from the firefighting mode found in many Information Systems organizations.

  The principles of process management and Total Quality Management (TQM) are shown in Figure 1.1 and include:

• Continuous improvement. Continuously improve the goods and services produced by the Information Systems organization; continuously expand and grow to create a new future. This is a continuous process as new technologies and approaches become available.
• Management commitment. Top management must be committed to the improvement of processes. According to Dr. W. Edwards Deming, 85 percent of quality problems lie within management control. Management must change the culture of the organization and create an environment where continuous improvement can 
  
  flourish. Management must also continually communicate theircommitment, support, and interest. 
• Customer focus. Keep a customer focus at all times. Information Systems customers could be the internal customer or even the external customer. See the process through the eyes of the customer, not from the vantagepoint of Information Systems. The Internet and movement toward e-business are bringing information systems closer to the external customer. The objective is to establish a common definition of quality with the customer (either internal or external). Many different aspects and interfaces that the customer may have with Information Systems influence value and satisfaction. Some of the aspects a customer may consider when judging the quality of Information Systems include:

1. Time to get a request completed
2. Time to resolve a Help Desk call
3. System availability and up-time
4. System response time
5. Friendliness of personnel
6. Knowledge of personnel
7. Quality of the new system developed
8. Accuracy of the information the systems produce
9. Ability to utilize technology for a competitive advantage

• Right work, right first time. The goal for all activities is to do the right work and to do the work right the first time. Doing the right things includes obtaining the customers’ true requirements. Doing the work right the first time includes both efficiency (little waste) and effectiveness (producing the desired results which include meeting or exceeding customer expectations).
• Error prevention. Errors can actually be prevented. Error-free work is always organized and planned with every activity, as it is always cheaper to do it right the first time. Rather than rewarding the heroic firefighter, reward those who actually prevent the fires from beginning in the first place. Ensure that processes have the necessary checks and balances to prevent errors. Anticipate that errors are going to happen before they actually happen. Analyze how you might be contributing to your own problems.
• Metrics. Processes and performance results are measured with specific metrics and targets. Positive trends exist for all measures.
• Corrective action. Problem solving is begun and corrective action is taken. The root cause of problems is determined, rather than just fixing the symptoms. When errors occur, rather than determining who made the error, the focus is on the problem correction and how the issue can be prevented in the future.
• Teamwork. Full teamwork is required to achieve improvements. Employee involvement, group brainstorming, and team efforts are common practices.

Process improvement includes technical aspects such as the tools, techniques, methodologies, and training. However, the behavioral aspects of process improvement must also be considered. These aspects include organizational issues, job responsibility changes, performance rewards, and culture as shown in Figure 1.2. Implementing a process mentality is a culture change for most Information Systems organizations. When working on processes, focus on both behavioral aspects and technical aspects.