Primary processes

Understanding Primary Processes in Organizations

In every organisation, processes form the foundation of its operations. These processes dictate how the organisation runs, how efficiently it meets customer demands, and how it sustains itself in a competitive environment. Among these processes, the primary ones, also referred to as core processes, are crucial. However, they work in tandem with supporting and controlling processes to achieve organisational success. This blog will break down what primary processes are, how they fit into the larger operational structure, and how they differ from supporting and controlling processes.

What Are Primary Processes?

Primary processes, also called operational or core processes, are those that directly create value for the customer. These are the processes that deliver the product or service that the customer buys. In other words, primary processes are the activities that a business must perform to meet customer needs and expectations.

For example, in a manufacturing company, the primary process could start with product design, move to raw material procurement, followed by production, and end with delivery logistics. Each step adds value, and the end result is the product or service that the customer ultimately receives. These processes are what the customer experiences directly and are often seen as the organisation’s “front line.”

Examples of Primary Processes:

• Product Design and Development: In industries such as manufacturing and software, the design and development of new products or services are critical primary processes. Customers expect well-designed, innovative products that meet their needs, making these processes essential.
• Order Fulfilment: From accepting customer orders to delivering products, the entire chain of activities is a key primary process. This involves production, quality control, packaging, and delivery.
• Service Delivery: In service-based industries like healthcare or hospitality, the direct interaction between service providers and customers forms the core process. From the moment a customer enters a hotel or hospital to the aftercare services provided, these are all primary processes.
• Customer Support and Aftercare: Once the product or service has been delivered, providing support or aftercare is part of the primary process. For example, in technology companies, customer service and tech support ensure that customers can use the products effectively, adding to their satisfaction and loyalty.

Importance of Primary Processes

Primary processes are essential because they directly impact customer satisfaction and organisational success. These processes define how well an organisation delivers value to its customers, whether through products or services. By optimising primary processes, businesses can improve efficiency, reduce costs, and enhance customer satisfaction. However, without the proper alignment with supporting and controlling processes, primary processes may fall short of their potential.

Supporting Processes: The Backbone of Efficiency

Supporting processes, often referred to as auxiliary or secondary processes, may not directly interact with customers, but they play a pivotal role in enabling the primary processes to function efficiently. While the customer does not experience supporting processes directly, they are critical in ensuring the organisation runs smoothly and that primary processes can deliver value.

Supporting processes create the internal infrastructure needed for primary processes to perform at their best. They include:

• Human Resource Management: Recruiting, hiring, training, and retaining employees are crucial supporting processes. A well-managed HR department ensures that the right people are available with the skills necessary to perform core activities efficiently.
• Procurement: The process of sourcing and purchasing materials or services required for the primary processes. For instance, a manufacturing company cannot build products without raw materials. Efficient procurement practices ensure that these resources are available when needed.
• Financial Administration: Budgeting, accounting, payroll, and financial reporting are critical supporting processes that allow organisations to manage resources effectively. Financial health supports all other functions within the company.
• IT Services: Providing the necessary technology and tools that employees use to perform their duties is also a supporting process. This can include maintaining systems, ensuring cybersecurity, and offering tech support to employees.

While customers don’t see these processes directly, supporting processes have a huge impact on how efficiently primary processes operate. For example, if the procurement department fails to acquire necessary materials on time, the production line will halt, directly affecting the product delivery to customers.

Controlling Processes: Ensuring Alignment and Consistency

Controlling processes act as the organisation’s checks and balances. These processes provide oversight, ensure alignment with goals, and guide the organisation towards continuous improvement. They involve setting targets, measuring performance, and correcting deviations from expected outcomes. Controlling processes are important for both primary and supporting processes, as they ensure everything is functioning optimally.

Controlling processes include:

• Strategic Planning: Setting long-term organisational goals and determining how the company will achieve them.
• Performance Management: Tracking the performance of both individuals and processes against set objectives. Performance indicators (KPIs) are used to monitor how well primary and supporting processes are meeting organisational goals.
• Risk Management: Identifying potential risks to operations and putting strategies in place to mitigate them. For example, contingency planning ensures that if something goes wrong in the supply chain, there is a backup plan to keep operations running.
• Process Auditing: Regular audits of processes ensure compliance with standards and regulations. For example, quality audits ensure that the product meets safety or industry-specific standards before it reaches the customer.

Controlling processes are vital for continuous improvement. They help identify bottlenecks, inefficiencies, or areas where processes can be streamlined. They also ensure that the organisation remains on course towards its strategic goals and can adjust course when needed.

Interconnection Between Primary, Supporting, and Controlling Processes

The success of an organisation hinges on how well these three types of processes are integrated.

• Primary processes ensure that the customer’s needs are met directly. Without well-functioning primary processes, the customer will be dissatisfied, which can result in lost business.
• Supporting processes provide the necessary infrastructure for primary processes to function smoothly. If the supporting processes are inefficient, it will negatively affect the primary processes, leading to delays, increased costs, or quality issues.
• Controlling processes provide oversight, guidance, and improvements, ensuring that both primary and supporting processes stay aligned with the organisation’s strategic objectives. They also ensure compliance with industry standards and regulations.

Streamlining and Optimising Organisational Processes

To achieve operational excellence, organisations must focus on streamlining and optimising all three types of processes. Here are some key strategies:

• Process Mapping: Use tools like process mapping to visually outline each step of the primary, supporting, and controlling processes. This will help identify redundancies, bottlenecks, or inefficiencies.
• Cross-Department Collaboration: Encourage collaboration between departments handling primary, supporting, and controlling processes. For example, HR (supporting) should work closely with production teams (primary) to ensure the necessary skills and talent are available.
• Continuous Improvement: Implement Lean, Six Sigma, or other process improvement methodologies to continuously evaluate and improve processes. This includes regular audits, performance evaluations, and customer feedback analysis.
• Technology Integration: Leverage technology to automate or streamline processes where possible. For example, automating financial reporting or procurement can free up time for employees to focus on value-added activities.

Conclusion

In the intricate web of organisational operations, understanding the role of primary, supporting, and controlling processes is key to achieving success. Primary processes directly impact customer satisfaction and define the core value that a business provides. Supporting processes keep the internal machinery of the organisation running smoothly, while controlling processes ensure that everything stays on track and aligns with strategic goals.

For any organisation aiming to thrive in a competitive environment, streamlining and optimising these processes is crucial. By fostering a deeper understanding of how these processes interconnect and by focusing on continuous improvement, organisations can ensure that they deliver consistent value to their customers and operate with maximum efficiency.