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Issues regarding customer oriented processes

GGogoleski | 30 May, 2007 09:13

One of the more common items that continually surfaces during implementation is the lack of having well defined processes. This usually stems from a lack of top management involvement in determining the actual core processes of a company. We have seen process maps ranging in size from as little as two key identified processes to process flow charts that look like a wiring diagram for the space shuttle. Complexity of a diagram will not impress any good auditor, especially when no one in the ranks of top management can explain it! Defining key processes is not an exact science since no two companies are exactly alike. An organization should look at the natural boundaries of specific functions and use such inputs as departments, unique products, and special operations/processes to help determine what can be classified as a customer, support or management process.


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