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In this article, we’ll introduce the basics and point out the difference between words that are often confused: process, process and procedure.
Extracts from definition
Process definition: The sequence of different actions, tasks or contributions within a specific area of a company.
Workflow definition: A workflow is a generic term used to define a wide range of business organization methods. It can be used to name a process, a procedure, a method, an operating mode, an action…
Procedure definition : A procedure is a tool for documenting a process. This specification can include modeling (flowchart, BPMN, SIPOC, VSM, etc.), data description, presentation of software, resources, responsibilities, etc.
Process definition
What is a process?
A company is made up of a set of processes covering all its activities. Each process has a specific scope, and may interact point-to-point with others.
A process defines the sequence of different actions, tasks or contributions (consecutive and sometimes simultaneous) within a specific scope.
A process begins with an input event (e.g. receipt of a purchase order) and ends with an output event (e.g. storage of products).
This approach also makes it possible to measure various operating indicators such as resources, stock levels, lead times, customer satisfaction, error feedback, etc.
A process can be computerized and/or automated. The use of appropriate software is not mandatory, although it is fully recommended.
What types of process are there?
Business or operational process
Business processes group together all the actions required to meet a customer’s demand for a product or service. They represent a company’s business value chain. Examples: pre-sales, design, production, logistics, purchasing, invoicing, after-sales service.
Business support processes
Support processes are tasks which do not directly generate added value for a customer, but which are essential to the smooth running of the company. Examples: Human Resources, Maintenance, Information Systems, Administration, Documentation, Accounting, etc.
Management processes
The aim of management processes is to plan, organize, coordinate, control and evaluate the resources and actions required to achieve a company’s strategic and operational objectives. Examples include strategic planning, performance management, risk management, change management, internal communication and financial management.
Graphical representation of a process
A picture is worth a thousand words. Below is a model of a sales administration workflow.
Cartography should be seen as a visual roadmap of a process, allowing you to identify :
- The different events (beginning, middle and end), represented by red circles.
- Participants, with distinctly colored dots.
- Tasks and steps involved, illustrated by rectangles.
- Simultaneous decisions, conditions and actions (called gateways) in the form of diamonds.
- Links between elements, including sequence and message flows.
In addition to this graphical representation, a supplementary document or other mapping may include for each process :
- Tools, software and applications used.
- Oral, paper or software interactions.
- Procedures to follow.
- The time needed to complete the actions.
- The completion time for each task.
- The frequency with which they are carried out.
- Available stock at each phase.
- Employee satisfaction with each operation.
- The difficulties and shortcomings encountered at each stage.
The different types of diagrams and maps
Whatever mapping method you choose (simple mapping, SIPOC, BPMN, VSM…). Process modeling is an extraordinary communication tool for convincing stakeholders of the usefulness of your project. It provides clarity, perspective and factual information (inventories, lead times, number of errors, resources, etc.) to help you make informed decisions. It also builds credibility and stakeholder confidence. Find out more about modeling.
ISO 9000 process definition
What is ISO 9000?
The ISO 9000 standard is the set of concepts defining the quality of a company’s organization. Compliance with this standard is based on the achievement of quality objectives. Companies wishing to implement it must define a quality policy.
ISO 9000 processes
According to ISO standards, a process is simply “a set of interrelated or interactive activities that transform inputs into outputs”.
Workflow definition
A workflow is a generic term used to define many ways of organizing a company. It can be used to name a process, a procedure, a method, an operating procedure, an action…
The word workflow is widely used in companies. It can be found in both large groups and SMEs.
The word process symbolizes the fact that is far from being mastered, especially in the corporate world. One of the reasons for this is its apparent complexity and its many vertical uses, for example :
- Biology, environmental or ecosystem processes
- Engineering and industry, manufacturing and production
- Physics, thermodynamics
- Those in psychology
- Geopolitics, peace processes
- Etc.
Definition of procedure or process sheet
A procedure or process sheet is a documentation tool. This specification may include process modeling (flowchart, BPMN, SIPOC, VSM, etc.), data description, presentation of software, resources, responsibilities, etc.
A procedure can be formalized in different ways:
- Simple documentation – Text description + flowchart (document format and storage on enterprise storage areas)
Produce a process sheet
The process sheet is a crucial tool for guaranteeing the long-term viability of an activity and ensuring simplified improvement whenever necessary. It brings together key information such as mapping and performance indicators.
It will also facilitate the implementation of new projects, audits, controls and reviews.
However, there’s a fine line between “having a useful process sheet for your company” and “having an unused, obsolete sheet lost in the depths of your storage space”.
To explore this topic further, we have written another resource to help you produce a simple process sheet.
- Computerized documentation with BPM tools whose main function is to make them operational via workflows
Example of process and flow chart in a company
Example of a recruitment process
Find out more in our article on process automation
Example complaints / requests / ticketing / customer support / IT support process
Also interested in reading other articles on processes?
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