Category: Processes

The Difference Between Event-based And Workflow-based Processes

6/11/2012

Business Process Management is changing the way organisations view their processes. One of the key changes in thinking is to view a process as an event, not just a workflow. Click here to read an interesting article which looks at the difference between even-based and workflow-based processes.

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Ensure master data is consistent

2/28/2011

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Master data is crucial and drives an organisations processes, being both an enabler and a control point. Anyone who has implemented an ERP system will know the importance of master data.

What you can do
Set standards for your master data

Formats for capitals, abbreviations, addresses, post codes, tax numbers, contact details, bank accounts, etc

Cleanse your master data

Check that all master data fits within your standards, if not, fix it
Ensure there are the minimal number of vendors, customers, materials, etc., remove any duplicates
If you can not delete files, block any that have not been used for 13 months
Avoid “sundry” accounts - the volume of transactions will be higher than you expect and they are hard to check

Place controls over the creation and maintenance of master data

How a master file is created and who can create it
If it is a significant control point then maintaining master data should be separated from transactional access (eg: setting up vendors should be separate from processing invoices and making payments).

Segregate maintaining master data from other roles to improve focus and control

Trained personnel should maintain master data
Database maintenance is a specialist skill set. Personnel should be methodical, detail focused and almost pedantic.

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Ensure forms are standardised, understandable and easy to complete

2/15/2011

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Forms give standardisation to a process, but only if they are used. To be used they need to be understandable and easy to complete.

What you can do
Review every form

If there is more than one version reduce it to one
Check each box on the form is used and has a purpose
If possible make forms electronic via email templates, your intranet or even just formatted Excel spreadsheets. This is a good way of forcing people to complete forms fully and you can include authorisation paths for approvals.
Avoid allowing local variation of forms. People will add things that are unnecessary and are probably more about them exerting their own control / influence over the process. Overtime this interference will almost certainly lead to process variation.

Ensure people complete the forms

Forms should be fully completed. If they are not, seen them back. If you keep filling the blanks in for people they will never complete the form correctly.
The first time someone sends in an incomplete form could call them, explain they have not completed the form correctly and, if possible, get the required information over the phone. But the second time just send it back. If they want something urgently they will ensure the form is completed correctly.

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Ensure a consistent process across the organisation

2/7/2011

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The more variation or steps in a process the higher the cost. A consistent process reduces the potential for errors and the resource effort, benefiting everyone.

What you can do
Make sure everyone understands the process and what they need to do

This is not easy and will be an on-going challenge
For organisation wide processes be strict on limiting variations. If you allow one you can guarantee more will follow

Simplify the process

Eliminate any unnecessary steps
Remove any duplication of controls, they are a waste of time and effort

Document the process

Task people with documenting their processes
If you have not done it before start with your important processes
If you have current documentation then review it for changes
Documenting is the only way of ensuring people will know what to do
You should review your documentation at least once a year

Concentrate work in specific areas

This creates scale within activities and provides support for people performing a common task.
If there is only one location all common activity should be concentrated into one area
If you have more than one location it may be appropriate to split some functions across all of them. But you will have to accept this will reduce efficiency.
If different teams interact regular try to locate them close together

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Appoint a single process owner

11/21/2010

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You need someone to take the organisation wide view of the process and do what is best for all.

What you can do
Appoint a single process owner (not just a scape-goat)

Someone with an interest in the process and with, at least, a degree of authority.
Someone able to take an organisation wide view with no personal agendas.
Task this person with ensuring on-going process improvement.

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