Systems need to be maintained and updated to ensure that
they continue to function effectively and deliver the required
results. Their performance has to be monitored and corrective
action taken as necessary. The purpose of the system has to be
explained to those who use it and people will have to be trained
in its operation.
MANAGING PROCESSES
The management of processes starts with process definition. This
involves specifying what the process is, how it operates, and
what results it is expected to achieve in terms of output levels or
levels of service, speed of operation, quality standards and cost.
The process specification defines the process and sets out its
inputs and outputs and the internal and external customers it
serves. It is necessary to clarify the inputs required at each stage.
Flow charts are produced to represent diagrammatically the
events and stage of the process with a view to defining how it
functions and allocating responsibilities for its operation and
management.
Managing the process involves ensuring in the first place that
the resources in the form of facilities and equipment required are
available and trained and capable people are there to operate the
process. The technique of process capability analysis may be
used to examine variables in the process to establish the extent to
which it is doing the job properly, and if not, what should be
done about it. Control information needs to be generated to
monitor the performance of the process and the people who
operate it. This will analyse variations as a basis for further
investigation.
THE CONFLICT AND CHALLENGES THAT
MANAGING SYSTEMS AND PROCESSES
PRESENTSConflict in managing systems and processes arises when they do
not deliver to users what they are expected to deliver. Users
188 How to be an Even Better Manager