Can't See the Forest for the Tree Diagrams?

Michelle Cowan's picture

Process management can become a very insular activity. Process-focused teams pore over business documentation, interview key employees, and painstakingly map out the way the organization conducts business. As definitions are written, designs drawn up, and reports presented to executives, some teams develop a kind of process-myopia, losing sight of the ultimate vision of process management: delivering a product or service to a customer more effectively and with higher customer satisfaction.

Seven Tenets (Not Tenants) of Process Management

Michelle Cowan's picture

No, not the “seven tenants of process management.” We’re not asking you to get seven experts to move into your facility, pay rent, and magically imbue your business with process management power. Tenets, my friends.

How do you know if you are really managing according to processes? How do you begin to move to a process management structure? How do you ensure that your process management program is fully optimized?

You, Too, Can Measure Quality

Michelle Cowan's picture

Whew! A new APQC Collaborative Research study has just launched: Harnessing Enterprise Quality Measurement to Create Business Value. This summer, we’ll be investigating the ways top organizations measure quality. And with the hot, hot Houston summer upon us at APQC, there’s no better time to stay inside air conditioned meeting rooms to learn from the best.

BPM Is Not IT

Michelle Cowan's picture

This is a serious pet peeve of mine. Many business professionals think of business process management (BPM) purely in terms of the technological tools that enable it. Countless vendors sell “BPM” as though you can buy it in a box, hire a developer, and magically experience fully integrated BPM throughout your organization.

Summer of Frameworks

Michelle Cowan's picture

Again and again, APQC members ask for more direction and insight into the processes in APQC’s Process Classification Framework (PCF). Over the past several months, we responded by publishing in-depth definitions for 8 of the 12 PCF categories along with key measures used to measure each business area. The overwhelmingly positive response we received from you lets us know we are on the right track.