Whatever a company’s level of process maturity (awareness, documentation, digitalization, optimization…), everything is a process! No activity is immune to this: processing a request for quotation, managing a vacation, managing procurement… every activity in an organization is a conditioned sequence of tasks, whether individual or multi-actor… Process management allows you to take control of the techniques and methods that enable your activities to run efficiently.
Process management can be described in several phases: modeling, implementation of tools and continuous improvement. And different levels of process management are possible: simple documentation, digitization and automation.
In this article, after a theoretical part, we will present the different methods of process optimization and management. We will also present a comparison of process management software.
What is process management?
Definition – process
A process is a sequence of steps, consecutive or sometimes simultaneous, individual or collaborative, linear or according to business conditions. Each step is linked to an objective, a theoretical duration, data, resources, roles, responsibilities and, potentially, business software (ERP, CRM, HRIS, etc.).
Process types
Business/operational processes
- Direct customer focus
- Generate added value
- Examples: pre-sales, production, logistics, after-sales service
- The main value chain
Support processes
- No direct added value for the customer
- Essential to internal operations
- Support business processes
- Examples: HR, maintenance, IT, accounting
Management management/direction
- Focused on company management
- Aim to achieve strategic objectives
- Examples: strategic planning, risk management, internal communication, control, organization
Example of a purchasing process
In this process map, we visualize the sequence of tasks and actors, conditions and decisions. An analysis of stock levels and lead times would enable us to simply identify bottlenecks that generate delays and thus lead to possible areas for improvement.
Other examples of processes :
Customer complaints management
Loan application and financing
Intervention management
Request for quotation
Recruitment
process
Insurance claims management
Mail
processing
Approval of purchases
Tender response management
Customer order tracking
Compliance and quality processes
Processing patent applications
Accreditation process
Manage
customer contracts
Request
legal
Definition – Process management
Process management is a method for monitoring and steering workflows in companies. This approach makes it possible to implement simplifications and optimizations in a pragmatic way, by identifying and quantifying the slightest problems in a given sequence of tasks.
In addition to its implementation, this method enablescontinuous process improvement through data measurement. Among other things, it facilitates performance monitoring, auditing and quality and compliance control.
The 3 types of process management
Process management can be implemented at different levels depending on a company’s needs and expectations, through :
- Simple documentation, paper or pdf,
- Use Business Process Management (BPM)software to get your processes up and running,
- The implementation of process automation (in particular by connecting your existing software -CRM, ERP, SIRH, WMS, collaborative tool…- to the process software).
Document process management
The company puts the operation of a process or procedure “on paper”. This can take various forms: task lists, maps, operating procedures… These documents are often in PDF format, printed or stored on a cloud or file server. Its main drawback is that the format is not very operational, difficult to update and generally ends up at the bottom of the drawer.
Digitalized process management
Total change with document processes. Thanks to a dedicated tool called BPM software, processes come to life and are tangible for teams. Employees are guided through the sequence of tasks, and tasks are distributed efficiently. BPMs offer simple, high-performance input, validation and collaboration functionalities.
Partly automated” management
Some workflows allow you to manage processes that include both human and automated tasks. Gone are the days of multiple entries, complex information searches and numerous software clicks. With BPM, it’s the right steps, at the right times, that automate and free employees from non-value-added tasks.
How do you set up process management systems?
Step 1: Understand and model the process
Before a process can be optimized, it must be understood and understood. A process audit is therefore a necessary first step.
One of the most important aspects of an audit is to adapt it to the needs and expectations of management. In some cases, it will be more appropriate to carry out a short audit and prove its value in the rapid implementation of solutions. In other cases, and for complex processes, it will be important to carry out an in-depth review of operations to take things further. It’s up to you to put the cursor in the right place, depending on what’s at stake.
In all cases, a process audit will lead, thanks to a collaborative approach, to :
- Current process mapping (no need for complex modeling, a simple flow chart drawn on PowerPoint slides may suffice)
- Data collection (stock levels, lead times, volumes, etc.)
- The list of tools used and their level of satisfaction
- Identification of findings and sub-optimizations
- Identifying the causes and consequences of under-optimization
All problems can then be listed and prioritized. A certain number of these problems can be dealt with simply by implementing process management software. For the other frictions, it will be important to define the point at which you wish to resolve them in your transformation project.
Don‘t forget to include stakeholders at every stage of the process auditto ensure validation of your recommendations.
In a previous article, we detailed a method for carrying out a process audit.
Find out more in our article on how to conduct a process audit.
Step 2: Implementing a process management solution.
It’s up to you to choose the level of process management you want to implement according to your company’s needs: simple documentation in the form of a process sheet, digitization and process automation.
Example without and with BPM process management software on an example of a request for quotation
Operation without BPM
This is relatively common in companies undergoing digital transformation. Software brings with it a certain business constraint, creating numerous manipulations with no added value.
- Identifying customer needs
2. Recording prospect and opportunity data in the CRM
– Time-consuming process with numerous manual entries
– Collection of data that may be superfluous for the customer but essential internally
3. Preparation of quotations using a costing tool
– Risk of inconsistencies between estimates from different sales staff
4. Manual transfer of quote data to final documents
– Risk of errors due to repetitive handling (copy-paste)
5. Manual update of information in CRM
6. Communication with the prospect. Non-automated periodic follow-ups and reminders, not to be forgotten
Working with Business Process Management
Process management software makes it possible to break free from the functional constraints of existing business software. This leads to optimized workflows, such as the reduction of administrative tasks, orchestration of data between different software packages…
- Identifying customer needs
- Data centralization on the platform. Simplified interface for entering essential information. Automation of complementary data collection. Real-time synchronization of data with the CRM
- Assistance with costing
– Guidance for sales staff to ensure consistent costing - Automatic quote generation
Instant production of quotes in PDF format. Simultaneous update of the CRM - Automation of communication processes
Automated sending of quotes. Automatic management of follow-ups. Quick update of data in the CRM
Key BPM functionalities
Workflow designer
Thanks to their designer, it’s very easy to parameterize the sequence of tasks in a process, and to define roles and conditions. They can often be used in no-code mode to speed up execution.
Form designer
BPM software enables forms to be generated to create simple data entry for employees, eliminating the need for multiple entries and automatically generated data.
Software connection
You can connect all relevant company software via REST API. Data can then be read, modified or added to various CRM, ERP, collaboration software applications…
Automation of non-value-added tasks
Gone are the days of multiple entries, complex information searches, multiple clicks in software programs and copying and pasting. BPM frees employees from these tasks.
Customized to-do list by employee
With process management software, it’s the right tasks, to the right person, at the right time, without unnecessary clicks. The result is a guided, ergonomic user experience.
Dashboards and personalized monitoring
These BPM platforms include dashboard functionalities to create steering and activity monitoring tools, or to produce various reports and data analyses.
Process management software comparison
Depending on the situation, you can choose between different BPM software packages. We’ve written an article comparing Business Process Management solutions, and present a summary below. There are many factors involved in choosing the software best suited to your needs: price, implementation methods, functionalities…
New Generation Solutions
No-code for SMEs and ETIs
- Positioning: French solution for SMEs
- Highlights:
- Code no.
- Unlimited free version
- API REST integrations
- Price:
- Free (basic version)
- $39 to 590/month depending on use
- Special feature: All functions available regardless of subscription type
- Positioning: Modern American startup
- Highlights:
- No-Code.
- Intuitive interface
- SaaS only
- Price:
- Free for up to 10 users
- $18/user/month thereafter
- Positioning: Modern Indian BPM solution
- Highlights:
- Intuitive interface
- Numerous integrations
- Predefined templates
- Price: $1,500/month for 50 users
Solutions for large companies
with IT
- Positioning: BPM “Rolls-Royce”, strong integration with Microsoft
- Highlights:
- Robust automation
- Integrated RPA
- Microsoft 365/SharePoint integration
- Price: $1,500-2,500/month (on request)
- Technical expertise: Required
- Positioning: Low-code solution for ITs
- Highlights:
- BPMN modeling
- Data monitoring
- API REST
- Price: $1,300-$2,300/month (on request)
- Technical expertise: Required
- Positioning: BPM pioneer (90s)
- Highlights:
- Low-code development
- Integrated AI/ML
- Native RPA
- Price: ~$2,000/month (on request)
- Technical expertise: Significant required
Iterop
- Positioning: French solution for ITs (Dassault Systèmes)
- Highlights:
- BPMN modeling
- Low-Code.
- Direct support
- Target: Companies >500 employees
- Price: On quotation (30-day trial)
Step 3: Continuous process improvement
One of the advantages of process management software is that it is easy to identify potential areas for improvement. Thanks to their ease of use, parameter changes can be made quickly and autonomously, enabling the company to be more efficient without having to reorganize the entire organization.
In addition, don’t hesitate to set up listening systems to detect any friction between employees.
Benefits of computerized process management
Efficiency and productivity
Actions are perfectly distributed with BPM. Non-value-added tasks are automated. Lead times are reduced.
Traceability and control
Data travels seamlessly between existing software and people. Guided experiences help consolidate business know-how.
Cost reduction
Automation and efficiency raise the question of resources. The time freed up can be invested in other activities, or lead to a reorganization of resources.
Customer satisfaction
Digitizing and automating processes leads to shorter lead times and even better quality. This in turn improves customer satisfaction.
Employee comfort
Tedious, repetitive and time-consuming tasks are eliminated. Employees can concentrate on higher value-added activities.
IS autonomy
Some process management software is no-code. This means that companies are no longer dependent on software publishers or their integrators.
Conclusion: Process management, the gateway to rapid gains for your company
Today, process management represents an essential strategic lever for optimizing the way companies operate, whether SMEs or large corporations. As we have seen, this structured approach not only documents and digitizes workflows, but also automates repetitive tasks.
The benefits are manifold: productivity gains, cost reductions, improved traceability of operations and greater satisfaction for employees and customers alike. Choosing the right BPM software (whether no-code for SMEs or more technical for large enterprises) is crucial to the success of this transformation.
Do you want to optimize your company’s processes? Start by identifying your specific needs, choose the right BPM solution and get started!
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