Process Architecture

Building a good process requires clear ownership and a deliberate plan. There is a fair amount of work that goes into it, which can be broken down as follows:

   
Category   
   
Sub-category   
   
Basic theme   
   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   
Planning   
   

   

   

   
Process
   
Measurement   
   
Identify,   design, and implement balanced   process metrics and measurement   
   
Implement process   metrics and   measurement reporting mechanisms   
   
Identify and implement KPIs   (And KRIs)    aligned   to process   
   
Evaluate cycle times   and identify potential wastes   
   
Align   level and recognition of people involved in the   process to align with process   
   

   
Customer
   
Experience   
   
Process design   with customer interaction trigger mechanisms   
   
Design process in line with customer expectations   
   
Identify customer process performance expectations   
   
Design customer entry points and   define transaction types   
   

   

   

   
Process Change   
   
Identify incremental and re-engineering process   enhancement opportunities with staff involvement   
   
Design process with minimal process   hand-off’s   
   
Create and execute process improvement plans   
   
Identify process   automation opportunities   
   
Pilot process   design to ensure meeting performance objectives   
   
Governance   
   
Design efficient process with   governance & internal control considerations   
   
Capacity   
   
Conduct demand   and capacity planning   activities   
   

   

   
Staff Training   
   
Develop and conduct staff   training initiatives in line with customer,
   
process, product, and systems expectations   
   
Develop skills   matrix and staff capability requirements in line with process design   
   
Technology   
   
Define technology enablers   
   
Alignment   
   
Align process objectives with organizational goals   
   
Change
   
Management   
   
Engage impacted stakeholders on process changes   
   

   

   

   

   

   
Control   
   

   

   
Process
   
Measurement   
   
Process performance monitoring   
   
Report on process and staff performance with utilization of visual management tools   
   
Obtain continuous customer satisfaction and expectation of process   
   
Active management of process exceptions   
   
Monitor staff performance metrics   
   

   
Process Change   
   
Identify process   improvement opportunities on a continuous basis   
   
Focused process hand-off management and   tracking   
   
Capacity   
   
Demand and capacity planning and monitoring   
   

   

   
Governance   
   
Process Change   
   
Process maintenance and continuous update   
   
Define and conform to process documentation standards   
   
Change
   
Management   
   
Process communication and awareness   
   
Staff Training   
   
Utilize process documentation knowledge to facilitate staff training   

Like any activity, it helps to document it. I use a template like this.

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