At atSistemas we have established some concepts on Processeswhich have some particularities of IT service companies given their nature.
Processes
Why do we want to do Process Management?
Efficient efficient companies are the result of good methodology of their processes. Excessive resistance to change hinders or hinders this efficiency, which many companies are unable to achieve.. The basis lies in the mindset, motivation to change and confidence in progress towards change.
In this sense:
- All activities are subordinated to the process.
- Management and improvement activities are carried out as a team.
- The result of a team is greater than the sum of individual efforts.
- All staff are customer-oriented in the process.
- Suppliers and customers are incorporated into the process.
At atSistemas we have defined a Quality Management System which is certified ISO 9001 CERTIFIED and that will now help us to obtain these definitions.
La norma ISO 9001:2015 define el concepto de Proceso de Negocio como una «secuencia de actividades con un orden de realización en el tiempo, que convierte unas entradas dadas en una salida».
Business Processes are modelled on the standard Business Process Model and Notation (BPMN) which reflects:
Start of the process:
- the responsibilities of the activities
- the flows of the sequence with all possible paths
- the activities to be carried out
- the roles that carry out each activity
- the events that occur in the process
- completion of the process
In turn, processes can be:
- Operational (customer-oriented) processes: Those that directly serve the needs of the external customer (e.g. opportunity and offer management process).
- Supporting processes: Those that permit the proper functioning of the other processes of the company..
- Management processes: They ensure the achievement of results and aim to define and monitor the company's objectives, policies and strategies (e.g. target setting, internal audits, customer satisfaction, etc.). (e.g. target setting, internal audits, customer satisfaction, etc.).
There is a very very important process in business called Strategic Planning which encompasses all the activities required to adapt the organisation to its business environment.
Procedures and technical instructions
Hay una clara distinción entre lo que es un proceso y un procedimiento. Este último es «la forma específica de llevar a cabo un proceso». En otras palabras, cuando se tiene un proceso que tiene que suceder de una manera específica. Por el contrario, un procedimiento define cómo sucede.
The procedure is mandatory and is necessary for the development of any Quality Management System. There are cases where a same process may have one or several associated procedures and not all processes have an associated procedure. Procedures are used for those activities in which several operations are linked and in which different people or departments of the company are involved.
Working instructions
DThey write down clearly and precisely the correct way to perform certain tasks that may cause discomfort or damage if not carried out in the prescribed manner.In other words, it is the explanation of how a specific activity should be carried out. They are mandatory documents.
Indicatesdores
An indicator is an information carrier that collects relevant information on the results of the process, so that the capacity and efficiency of the process can be determined.
A good indicator should:
- To allow the outcome of the Process to be known.
- Helping to locate problems.
- Be a warning signal in case of deviations.
- Facilitate the localisation of improvement actions.
Owner
The owner must meet the following requirements or conditions.
Leadership and teamwork skills:
- Management of the resources invested in the process/procedure.
- Knowledge of the process/procedure of which it is the holder.
- Knowledge of the company in general.
- Ability to drive the change necessary to implement the process/procedure in question.
Among its functions:
- Understand and participate in the design of the process to achieve the objectives set at the organisational level. objectives set at the organisational level.
- Establish measures to control the process and establish opportunities for improvement.
- Provide staff with the information, tools and systems to achieve the objectives.
- Manage process interfaces that affect other departments as well (relations with other departments).
- Review process performance and undertake improvement projects.
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