1. Process Management Beyond Certification
A Fair Play Between Efficiency & Effectiveness
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PHILIPPINES :: MALAYSIA :: VIETNAM :: INDIA :: SINGAPORE :: INDONESIA

2. Learning Bites
• Steps involved in Process Management
• Need / benefits of certification
• Systematic approach for Process Management
• Effectiveness vs. Efficiency – Fair play OR Preference
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3. What is Process Management
• Process management is a series of
techniques, skills, tools, and methods used to
control and manage a business
process within a large system or
organization.
• The term is most commonly used in business
analysis, productivity studies, and
systems engineering.
• The purpose of process management is to
clearly identify and document all the steps
and actions taken to complete a process or
work flow.
• Process management also involves
documenting the current process, evaluating
of time and level of effort, as well as analysis
of efficiency, bottlenecks, and overall process
costs.

4. Business Needs
EXCELLENT CUSTOMER
CUSTOMER
REQUIREMENTS QUALITY SATISFACTION
SERVICE
What does it take?

5. The Trinity of Business Success
Business Process
Management
PROCESS
PROCESS
Skills Development
PEOPLE
PEOPLE
3P
Business
Trinity
PRODUCT
PRODUCT
Quality Service
PROFIT

6. The Trinity of Business Success
PROCESS
I.T. Solutions
& Technology
PROCESS AUTOMATION
EFFECTIVE COLLABORATION
PEOPLE REAL-TIME COMMUNICATION PRODUCT

7. Process Management Maturity Model
5 Purpose / Passion
4 Integrated Strategy
3 Beyond Compliance
2 Compliance
1 Pre-­‐Compliance

8. Certification… The Boon & Bane
Compliance to best practices Documentation-­centric Approach
Ability to benchmark Restricted to Compliance Mindset
Marketability / Recognition Lose sight of continuous improvement
Guidelines for people to follow Certification over E & E
A Standardized Management Approach

9. Certification… The Boon & Bane

10. Business Process Management Model

11. Business Capability Model
CONSTITUTES Maturity /
Key Processes
Consistency
Workforce Capability
ENABLES
Process Capability
PREDICTS
Performance
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12. Simplistic Approach
MISSION,
VISION
PLAN
OBJECTIVES &
TARGETS
DO
INPUTS OUTPUTS
CORE & SUPPORT PROCESSES
CHECK
CUSTOMER MONITORING & MONITORING &
IQA SATISFACTION MEASUREMENT MEASUREMENT
MEASUREMENT OF PROCESS OF PRODUCTS
ACT
MANAGEMENT
REVIEW

13. What are we really looking for…
EFFICIENCY EFFECTIVENESS

14. Efficiency & Effectiveness
PRIORITY???
EFFICIENCY EFFECTIVENESS
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15. Efficiency vs. Effectiveness – A Fairplay?!
SCENARIO 1:
EFFECTIVENESS: YES EFFICIENCY: NO Undesirable &
Unsustainable
SCENARIO 2:
EFFECTIVENESS: NO EFFICIENCY: YES Unsustainable & Improbable
SCENARIO 3:
EFFECTIVENESS: YES EFFICIENCY: YES IDEAL

16. Success factors for effective and efficient process management
• Management Commitment
COMMITMENT • Shared Vision
• Knowledge
• Institutionalization
ABILITY
• Technology and Infrastructure availability
• Buy In
• Process and its integration
IMPLEMENTATION • Effective Implementation
• Metrics program
• Audit rating
VERIFICATION
• Performance Measurement
• Investment Analysis

17. “If you do what you’ve always
done, you’ll get what you
always got!”
-­ W. Edwards Deming

19. Thank you very much!
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