service-012

BUSINESS PROCESS MANAGEMENT (BPM)

Business Process Management is the discipline of managing Processes rather than just Tasks. As a policy based approach, BPM views Processes as assets that must be understood, managed and developed to achieve total customer satisfaction. Adding the benefit for an Organization to be able to make important business decisions based on real-time information. Hence, BA has a unique foundation to be more effective, more efficient and more capable of change.

BA follows a continual improvement model based on the teachings of a pioneer of modern day statistical quality control, Edward W. Deming. An iterative method of statistically analyzing all factions within an organization, with various feedbacks from internal and external sources. The Plan-Do-Check-Act (PDCA) method helps to continually improve the Process/System using a measurement’s based approach.

PLAN

Essentially, defining the Organizations/Project’s long term goals, through a series of incremental short term Objectives and Processes. However, a more detailed look involves paying attention to multiple assets and how these assets are defined, developed, implemented and monitored throughout the Process. Following are some of the key areas of the ‘Plan’ phase:

  • Establishing Business and Process Needs
  • Aligning Measurements and Analysis Activities
  • Identification of Improvements
    • GAP Analysis
    • Process Action Planning
  • Organizational Planning
    • Establishing and Maintaining Improvement Plan as well as Schedules
    • Preparation for Risk Management
Achieved through setting up a steering committee, consisting of proactive staff members from all concerned departments and monitored by higher executive management. Defining all processes either for the Organization as a whole, or an individual project/service, as well as providing a detailed set of objectives for comparison between the actual performance and the defined plan.

DO

This step involves the practical follow through of the ‘Plan’ phase, including Process Definition, Roll Out, Implementation and Monitoring. A more detailed look at each sub process follows:

Process Definition: Identifies Roles and Key Stakeholders, as well as how the Standards or Processes will integrate within an Organization. Research and Development is followed through on Process Requirements, Training roles and schedules are defined as well as establishing a Baseline for the complete process set.

Process Roll Out: Trainings are conducted and a sample or partial set is defined and selected for implementation ensuring a continual work flow along with unified integration. Process Implementation: A detailed plan for the implementation as well as development is completed, and the practical implementation of the Process or a subset of it, is ready for integration.

Monitoring Implementation: Detailed monitoring of the Process’s deployment and integration is piloted, Identifying and Tracking any findings during the life cycle of the Process. During which, at predefined intervals, Status Reviews are conducted through concerned Staff members, gauging and guiding the implementation.

CHECK

Various methods are used to review the adequacy and effectiveness of all process improvements. Firstly the upper Management reviews the Organizational Management, at regular intervals, in terms of suitability and value. Audits, both Internal as well as External are performed to identify any conformities and Benchmark our Standard Certifications. Thirdly, statistical analysis of all the information gathered during the monitoring activities in reference to:

  • Customer Satisfaction
  • Conformity to Product Requirements
  • Potential Risks
  • General aspects effecting the IMS

ACT

In this phase, based on the lessons learnt from all three previous steps the necessary actions are taken to ensure that any deviations are not repeated and progress towards the eventual goals can be attained. This is achieved through two main streams. Firstly being Preventive Actions, where any potential nonconformity occurrences are eliminated by preemptive actions. Following are Corrective Actions, where actions are taken to prevent any reoccurrence of any deviation. However, it should be noted that these actions are not taken solely based on the results of Reviews and Audits but also includes the critical role of Customer Satisfaction and their feedback.

Click here to view our Clients Testimonials or provide us with your valuable Feedback
Management plays an essential role in this chapter, understanding the differences and achievements offered through the change in processes, along with providing a continual plan for the next PDCA Cycle.