Process Improvement

Process improvement!!... it is a continuous improvement cycle!... when systems are upgraded or replaced by new technological approach the process must also change!.. what was done before it may not no longer be viable. Since we are into Project Management implementation... it is key to review the process \ procedures it is necessary to process map what has significantly changed the way of doing things !... Many are afraid of changing their existing processes... however, business efficiency and customer satisfaction is a big price to pay if not taken seriously it may impact on customer care-focus and income generation. New or revised processes need to be tested!... internally and externally.. does it work!.. does it do what is suppose to do!... is the customer happy!... feedback is imperative by the way... so good luck!... love processes its the only way forward to ensure your organisation stays competitive!... everyone should be involved. Quality assessors welcome them!... these people are not policing your process they will actually quality pass your process or will highlight areas of improvement!...

Some organizations have the luxury of having a dedicated Business Process Improvement team with the know how to recommend such changes. These teams encourage practices such as LEAN within the organization and assist departments in their Uptake. In the absence of such a dedicated team, any one of these can champion the process improvement effort:-

1) Business Departments (Quality and Non -Quality ) could be encouraged to define the problems within their areas and possible suggestions for improving them
2) These could be put forth to the Quality Department to receive guidance on the best way forward
3) These could even be tabled at the Departmental Managers' meeting to receive endorsement and support , either to spawn a new Project or bring about improvements in existing business practices
4) It may be suggested that an external agency , specializing in Process Improvement could be summoned upon

I agree with David Hernandez and Abhinav Chojar. Process improvements may begin from silos across the organization but it has to be brought out in the open and it's every body's responsibility to suggest improvements.

We as project managers can definitely look at the Enterprise Environmental Factors and Organizational Process Assets and suggest improvements in existing Business Processes.

Another group of people that can definitely recommend process improvements is most certainly Business Analysts who are closely working with the Business.

In the end, the implementation of the improvement is in the hands of persons of authority or the departmental heads who can provide the resources and funding to undertake the activity/project.

Process improvement is inevitable. It is management's responsibility to instill a culture of "process improvement awareness" within all levels of the organization. Transparency of communication in all levels in imperative for any recommendations for any process improvement. Management has the final say in revising, changing, approving and implementing these processes.

Some companies have the Business Process Innovation Team (BPI) wherein, they practice and apply the Six Sigma/Lean Six Sigma methodology. Stakeholders reach out to the BPI Team for any data-driven approach and process improvement/optimization (vice-versa) The BPI Team can only provide recommendations for process improvement but management/stakeholders have the final decision/responsibility whether to implement it or not.