Describing Processes

Why do we describe processes?

In the journey towards business optimisation, defining and documenting processes plays a pivotal role. It is a key step towards ensuring operational efficiency while also meeting customer expectations. But why is it so important to describe processes? Let’s take a closer look at the reasons and significance of process descriptions in organisational management.

1. Value Clarification

One of the first things we uncover when we begin mapping processes is the disparity between what we think is happening and what is actually taking place. Describing processes helps us clarify the value that each step provides to the end customer. This is often referred to as “value flow” – where we identify how each action adds to or transforms the product or service that the customer receives.

By laying out the process, we are able to observe what truly creates value and what does not, ensuring that the focus remains on actions that benefit the customer. This aligns with the customer-centric approach embraced by many businesses and Lean methodologies.

2. Identify Ambiguities

In any organisational process, ambiguity can easily creep in. Employees may have different interpretations of how tasks should be performed, or there may be a disconnect between how a process is perceived and how it operates in reality.

Describing processes allows for the identification and elimination of these ambiguities. Through detailed descriptions, it becomes clear how a process should ideally run, allowing everyone involved to be on the same page. This is particularly important in quality improvement projects, where clarity is essential to ensure consistency and accuracy.

3. Ensuring Flow

A well-documented process helps ensure smooth workflow by answering essential questions such as:

• What is the next task?
• Where does the input come from?
• How long does each step take?
• Where should the output go next?
• When should it get there?

By detailing the flow of activities, bottlenecks and delays can be identified and addressed. This is crucial in maintaining efficiency and preventing disruptions to the overall process.

4. Key Purposes of Process Descriptions

a. Insight

Describing processes provides a clear understanding of roles, connections, and areas where adaptation might be needed. It offers insight into how a process functions before any changes are implemented, giving decision-makers the knowledge they need to ensure successful adjustments.

b. Leadership

Leaders require access to accurate, well-documented processes to make informed decisions. Process descriptions provide essential data for leadership, allowing them to identify opportunities for improvement, allocate resources more effectively, and guide the organisation towards its goals.

c. Communication

Clear communication is crucial in any organisation, especially when it comes to process roles and responsibilities. Process descriptions serve as a reference point for employees, ensuring that everyone knows their role within the workflow. This improves coordination and ensures that tasks are completed efficiently, even when changes are introduced.

d. Improvement and Performance

One of the primary reasons for describing processes is to improve them. When processes are clearly laid out, it becomes easier to identify areas for optimisation, whether in terms of efficiency, cost reduction, or customer satisfaction. Well-documented processes also allow for continuous improvement by serving as a baseline for measuring performance.

e. Control

Process descriptions act as a control mechanism, helping organisations identify potential risks and monitor ongoing operations. They allow for better oversight, ensuring that processes stay within the desired parameters and that any deviations can be detected early on. This proactive approach helps prevent costly mistakes and ensures compliance with internal standards.

f. Certification

Many industries require adherence to specific quality standards, such as ISO 9001. Properly documented processes are essential for achieving and maintaining these certifications, demonstrating that the organisation is committed to quality and operational excellence. Process descriptions also serve as proof of compliance during audits, helping the organisation maintain its competitive edge.

g. Justification

In some cases, process descriptions provide the justification needed for regulatory or competitive reasons. Having a valid basis for the way processes are structured can help in negotiations, collaborations, or regulatory reviews, ensuring that the organisation is operating in a transparent and accountable manner.

h. Information Supply

Finally, process descriptions provide critical information when implementing new systems or technologies. When a business wants to introduce new software, tools, or workflows, it is essential to understand the current processes. Well-documented processes supply the information needed to make informed decisions about how to integrate new methods without disrupting existing operations.

Conclusion

Describing processes is not just about documentation – it is a strategic move that allows organisations to operate more smoothly, meet customer expectations, and ensure continuous improvement. By clarifying value, eliminating ambiguity, ensuring workflow, and providing critical insights for leadership, process descriptions become the backbone of effective management.

Organisations that embrace process descriptions can better align their operations with customer needs, secure compliance with industry standards, and foster a culture of continuous improvement. This approach ultimately leads to greater efficiency, enhanced customer satisfaction, and a more resilient business model.