The power of process management

This paper shows how one company is using Process Management as its method to embed quality into the culture of the company, to run its business, to optimize systems and to reach its vision. At the heart of Process Management is a five-step method that is applied to each primary process: define, document, measure, manage and improve. The model represents a blend of process and people skills, which include statistical analysis of processes, teamwork, and team styles. The organization has been divided into ten primary processes, replacing the departmental structure. Instead of department heads, there are primary process managers who are responsible for implementing Process Management as their model for managing all their processes. The Process Leadership Steering Committee (PLSC), composed of the President and his direct reports, oversees Process Management. This team meets monthly to facilitate communication, review performance, identify and address problems, ensure that measures are linked throughout the company, remove constraints in the system and oversee implementation of company-wide initiatives. Information from the PLSC flows through the company via the natural team structure. Everyone is on at least one natural team. This approach has resulted in significant improvements in operational performance, motivation and participation in the quality process.