Process outcomes vs outputs
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Maybe I'm being pedantic, but if you don't understand the difference between a process output and an outcome, how can you manage and continuously improve performance?
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Process outcomes vs outputs
- 1. Process Outputs vs. Outcomes Does it matter and... Who gives a ****? © 2011 Copyright ISC Ltd.
- 3. What is a Process? A process is an activity, or series of activities, that converts an input, to an output, by doing work. Processes only exist to add value, achieve outcomes and meet the requirements of customers (and stakeholders) Purpose: Customer Outcome © 2011 Copyright ISC Ltd. INPUT OUTPUT PROCESS
- 5. Have you got it? Input = Process Output = A Complaint An Apology, A Complaint Report Actually = An Outcome of a previous process Actually = An Outcome of a well- handled complaint © 2011 Copyright ISC Ltd. Dissatisfied Customer Satisfied Customer Resolve Complaints
- 7. Processes, Outputs, Outcomes Customer & External Facing Processes Output Output Output Outcome Outcome Outcome Process Level (Measured by Process KPIs) Organisation Level (Measured by Corporate Headline Indicators) Customers receive outputs © 2011 Copyright ISC Ltd. Outcome
- 8. Processes, Outputs, Outcomes Customer & External Facing Processes Widget Invoice Brochure RFT Widget On-time Invoice Correct Addressee Process Level (RFT, OTIFA etc.) Organisation Level (Customer Sat.) Customers receive outputs © 2011 Copyright ISC Ltd. Happy Customers
- 9. Improvement Approach - Control - Impact - Influence - Resource © 2011 Copyright ISC Ltd. Define the Desired Outcome Define the Measurements associated with the Outcome Identify the Processes that contribute to those Outcomes Define the Process Outputs Identify the Process Owners Prioritise the Processes Improve the Processes Measure the Process & Outcome(s) Compare with the desired Outcome Assess “As Is” Process situation
- 12. © Copyright Improvement Skills Consulting Ltd. (September 2011) E: [email_address] M: 07850 728506 W: www.improvement-skills.co.uk T: @ianjseath © 2011 Copyright ISC Ltd.
Notas del editor
- Stage 1: Identify Processes Before beginning to identify processes it is helpful to agree a naming convention for all processes. Our recommendation is that processes should be named using a combination of a Verb and a Noun. For example: Recruit Staff Deliver Product Produce Business Plan Develop New Products In this way, it is easy to understand what the activity is and what it delivers. One useful way of classifying processes is to divide them into: Customer/Market-facing processes (those which take inputs from, or deliver outputs to, external customers or the wider marketplace) Support/Enabling processes (those which deliver outputs to internal customers and therefore support the external-facing processes)
- Stage 1: Identify Processes Before beginning to identify processes it is helpful to agree a naming convention for all processes. Our recommendation is that processes should be named using a combination of a Verb and a Noun. For example: Recruit Staff Deliver Product Produce Business Plan Develop New Products In this way, it is easy to understand what the activity is and what it delivers. One useful way of classifying processes is to divide them into: Customer/Market-facing processes (those which take inputs from, or deliver outputs to, external customers or the wider marketplace) Support/Enabling processes (those which deliver outputs to internal customers and therefore support the external-facing processes)