Business processes how to think differently about the company
Several companies under one roof
Each company is divided into divisions, departments, groups, regions or other organizational units. The teams of workers are supervisors and managers, and those in turn directors who report to the board. Thinking about his work, both employees and managers usually perceive it through the optics of the department in which they work. They are focused on what tasks are performed in their division or department. They create a "state within a state." This is the so-called silo thinking: natural for most organizations, however, bringing with it negative consequences.
Employees performing their daily tasks, they do not think about the efficiency of the entire company (eg. Preoccupied with internal "papierologia" not speculate on how long the client has to wait for the order).
Each department plays a different goal. The organization divided into silos behaves like a football team in which each player plays to another gate worse, on the pitch goals is much more than two! In organizations with whom I worked as a consultant, often there were internal conflicts, arising precisely from the lack of cooperation. The production department "fought" with maintenance (because machine breakdowns were not removed at the time). Sale completely unable to communicate with marketing (for developed products are not aligned with the segment's customers) as if each of these departments pursued their own, independent of other tasks. Organizational silos blurred understanding of the common goal of the company.
Employees do not know what meaning the company has their work. They perform their tasks automatically (as have learned to do it when they were employed), and sometimes for themselves. I saw in one company controlling department, who was so busy with their own procedures and deadlines that data for the past year has provided the sales department until March next year. Meanwhile, sales management could not settle the budget implementation and finally started to create their own analysis. It seemed that the controlling department did not understand that their job is to someone else.
Employees can not clearly identify who their customer. Focused only on his own job often they do not even know who is the recipient of their work. In a business environment already has coined two terms: "internal client" and "external customer". Divisions IT, financial, accounting and maintenance (known as departments of support) it is these divisions that operate for the benefit of the internal customer or another department within the organization. The sales and production departments are those who work directly for the end customer external. The conclusion is clear every job in the organization is therefore done for a client what we often forget.
Using the company business processes is a very good method to change the thinking of the organization. The essence of the processes is the focus of people from different departments around common product (order), they are working on. Take a magnifying glass process associated with buying a car leasing. The product of this process is registered car, which the customer can leave the showroom. The whole process is involved:
- Sales customer wins and leads to the signing of the contract,
- Department of risk issues a decision on whether the customer is reliable and can sign a contract,
- Operations responsible for compiling the complete documentation related to the car,
- Insurance broker is responsible for vehicle insurance,
- Accounting department is responsible for preparing the necessary financial documentation for the newly purchased vehicle.
Each of these departments has a tendency to act like a silo, and playing into his own net. Sales wants to sell as many vehicles and is not interested in the security of transactions. Department of risk is only interested in the security of transactions and will review the documentation. Department of operations cares mainly about that documentation was complete in 100% before the customer gets the car keys, etc. As a result, the client waits for a car for weeks, and the company atmosphere of mutual animosity, though each department still wants a good and performs tasks in accordance with specified for department goal.
But if the actions of the individual teams will combine into a single logical sequence and sketch the entire business process it turns out that we all have a common goal: to provide the customer with a car in the shortest possible time, with minimum financial risk for the company. It is found also that employees pay to play to one goal. Smoothly running process, without any stops will cause customer satisfaction and a better working atmosphere in the company itself.
Business processes thus pass across the organization. They connect workers with independent organizational units in the teams working on a common product. In this way, they crumble organizational silos.
What processes of change in the company?
Organizational change, involving the implementation of the company business processes, and conscious management, offering significant, positive effects. Here are the most important ones: The appointment of process owners responsible for the updating and optimization of processes running across different departments, The creation of teams composed of representatives from various departments, centered around the process, which they carry out, Change in the scope of tasks in some workplaces, Often changing the location of the various departments units in the building to the people gathered around one process could work together, Sometimes even change the remuneration system eg. Dependence premium departments involved in the process of metrics associated with the process.
The above-described changes can probably scare many a director or manager of the management business. It starts with the preparation of process maps, and as a result may change the organizational structure and even the thinking of employees!
Let us remember that switching to the silo processes, the company has a lot of gains. M.in Focus employees on teamwork, A better understanding of the function of individual teams in the company, Greater flexibility of the company, Employees greater responsibility for their own tasks.
If someone were to ask me whether the implementation of business processes in an easy process, I will say "no." And is it worth the trouble and change? I answer "definitely yes". We are pleased to observe and support the companies that these changes are not afraid. Conscious management of processes is their recipe for success.