Process-based management is built on the understanding that functional silos, in themselves, cannot deliver value. It is the cross-functional flow of activities – business processes – that result in product or service delivery. Organisations that are aware of this align their processes to their strategic intent, measure the performance of the strategic processes, and are invariably in a better position to manage delivery on customer and stakeholder expectations. It becomes clear that organisational measures alone will not provide sufficient information to allow output-oriented management.
The reality is that only a handful of organisations measure process performance. The end-to-end measurements of processes that deliver value to the organisation’s stakeholders are not a common phenomenon. If we consider cross-functional processes to be the only way to deliver value to our customers - and we want to be in a position to convince others of that - quantifiable evidence is essential.
This article discusses how the ProMeasure® methodology helps organisations implement process measurement.These stages are:
- Process Selection,
- Understanding Stakeholders,
- Defining Measurements,
- Validating Measures and
- Reporting Measures