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 |
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| Identify and implement KPIs (And KRIs) aligned to process |
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| Evaluate cycle times and identify potential wastes |
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| Align level and recognition of people involved in the process to align with process |
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| Customer Experience |
Process design with customer interaction trigger mechanisms |
|
| Design process in line with customer expectations |
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| Identify customer process performance expectations |
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| Design customer entry points and define transaction types |
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| Process Change |
Identify incremental and re-engineering process enhancement opportunities with staff involvement |
|
| Design process with minimal process hand-off’s |
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| Create and execute process improvement plans |
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| Identify process automation opportunities |
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| Pilot process design to ensure meeting performance objectives |
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| 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 |
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| Obtain continuous customer satisfaction and expectation of process |
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| Active management of process exceptions |
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| Monitor staff performance metrics |
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| 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.
Investigations of a Dog 
6 thoughts on “Process Architecture”