Through this blog I want to emphasize the importance of process approach in handling business operations. In the mechanized processes, the outputs are continuously monitored and measured against the targeted characteristics of desired outputs and processes are continuously adjusted to bring outputs with desired characteristics. However, for the processes related to service sector the situation is different.
There are huge service sector processes through which services are being provided such as maintenance of buildings, construction of projects, providing furniture, catering, financial services, human resources etc. These processes are generally executed using human resources. Outputs from these processes should also be measured against characteristics of desired results and the processes should be adjusted accordingly. Generally in service related processes the emphasis is largely in providing the output with less consideration for measurement and comparison of the desired characteristics of the actual outputs. Hence no preventive actions are taken.
Tools such as audits, KPIs, Strategy Map, Balanced Scorecards/MAIP/SMAIPs etc. largely remain ineffective until and unless we know the weaknesses in the processes to improve upon.
There is a saying that "what is measured can be improved". Hence we can draw a simple conclusion that measurement of processes is the need of the hour. This approach will also boost the culture of performance audits instead of documentation audits.
I consider this my utmost duty to help individuals and organizations to understand this concept and adopt this in their business operations. My services to the society is free of charge without any personal gain.
Hasnain Haider
There are huge service sector processes through which services are being provided such as maintenance of buildings, construction of projects, providing furniture, catering, financial services, human resources etc. These processes are generally executed using human resources. Outputs from these processes should also be measured against characteristics of desired results and the processes should be adjusted accordingly. Generally in service related processes the emphasis is largely in providing the output with less consideration for measurement and comparison of the desired characteristics of the actual outputs. Hence no preventive actions are taken.
Tools such as audits, KPIs, Strategy Map, Balanced Scorecards/MAIP/SMAIPs etc. largely remain ineffective until and unless we know the weaknesses in the processes to improve upon.
There is a saying that "what is measured can be improved". Hence we can draw a simple conclusion that measurement of processes is the need of the hour. This approach will also boost the culture of performance audits instead of documentation audits.
I consider this my utmost duty to help individuals and organizations to understand this concept and adopt this in their business operations. My services to the society is free of charge without any personal gain.
Hasnain Haider
A very thought provoking blog on Monitoring & Mesurement of Process...
ReplyDeleteFirstly the process has to be defined appropriately , putting inputs, outputs and criteria for the success of the process.
A system has to be defined and implemented for monitoring & measuring the process...... that is not commonly done, which i hope ur blogs can furhter define & help people to understand and implement it...
With kind regards,