Processes have a huge impact on your efficiency levels, your brand and how your customers and suppliers perceive your business. In this SlideShare, I cover some of the reasons for having processes no matter what size of business you are and provide tips on how to get started.

2. Enterprise Nation Masterclass
The Power of Process
Debra Levitt
20 September 2016

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What We’ll Cover
• Why You Need Processes
• Introduction to Defining Processes
• Key Takeaways
• Questions

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Why Do I Need Processes?Processes
• What if you want to hire someone else?
• Franchise?
• Take a holiday?
• Do you remember all the steps in every thing you do?
• Do you deliver the same level of service to every client?
• Are you as efficient as you can be?

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The Impact of Processes On Your
Customers
Processes
Loyal customers are worth up to 10 times as much as
their first purchase
94% of customers who have a low-effort service
experience will buy from that same company again (CEB)
Inefficient business processes have five times more
impact on the customer than the delivery of a poor
product.

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Why Are Processes Important?Processes
• Consistency
• Communication
• Efficiency
• Branding
• Competitive Advantage
• Control
• Traceability
• Measurable

7. Defining Your Processes
How to get started

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Don’t Get Hung Up On The JargonDefiningProcesses
• Processes are referred to in many different ways
• Business Process Modelling
• Business Process Engineering
• Process Agility
• Process Modelling
• Process Mapping
• Processes Flows
• To Be processes and As Is Processes
• Some terms are synonymous, others aren’t
• But don’t worry!
• The important thing is to have processes that work for you.

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The ProcessDefiningProcesses
High Level
Look at all processes –
new or existing
Assess their importance
Prioritise
Select Process to
progress
Each Process
Understand what you’re
trying to achieve
Identify who owns the
process overall
When does this process
happen? What triggers it?
Each Step
Challenge why it needs to
be done
Consider level of detail
What triggers the step?
Who is responsible for
each step?

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Process levelsDefiningProcesses
Plan Plant Care Harvest
Gather
Requirements
Assess
Agree
Priorities
Agree
assessment
criteria
Confirm
available
budget
Review all
submissions
against criteria
Rank based on
criteria score

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A Step
A Process
Processes
Ateverylevel

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Getting StartedDefiningProcesses
• Use Post It notes to give you flexibility
• On your first round:
• Get steps down
• Don’t worry about level of detail at this point
• Don’t get stuck on a particular step – get to the end
The first round is about getting something to work with

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Next RoundsDefiningProcesses
• Once you’ve got the process down now start working
through it
• Ask Who, What, Where, When, Why & How
• If something seems too detailed – it probably belongs at a
lower level of the process
• The right level of detail is the one that doesn’t dictate every
little step but gives the key parts of the process to deliver
consistency

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When Am I Done?DefiningProcesses
• You should continually monitor processes
• Don’t be afraid to change them but make sure it’s not
change for change’s sake
• Give them a chance to work
• Challenge yourself – put more rigour in than you may have
thought you needed
• As your business evolves, so will your processes
• Remember they are to support your business not be your
business

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WoodyTips…
Don’t confuse software with your process
Software is a tool to support your
process, not the process
Source: Debra Levitt

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WoodyShares…
In an effort to standardize and
sanitize everything we do, nothing at
work is personal anymore
Source: http://www.fastcompany.com/1837301/5-ways-process-killing-your-productivity Lisa Bodell

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WoodyShares…
Efficiency is doing things right
Effectiveness is doing the right
things.
This is a precis extract from source: http://www.referenceforbusiness.com/management/De-Ele/Effectiveness-and-Efficiency.html#ixzz4DAtRjzjd

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WoodyTips…
Process is a balancing act – be
pragmatic
Don’t expect to get it right the first time
– but do give it a chance
Don’t expect it to stay right!
Source: Debra A Levitt

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WoodyTakeaway
Define the processes that you need, not the
ones you want!
__________
Make sure your processes are the right size for
your business!
__________
Remember who your process is for
__________
Ask WHY!!

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WoodyTakeaway
• Prioritise
• Simplify
• Document
• Be Inclusive
• Who, What, Where, When, Why & How

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