C3.2 - Performance Improvement - Owners - What Do Process...

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Copyright © 2009 The PDL Lab. All Rights Reserved. w ww.bptrends.com 1 What Do Process Owners Do? In our last column, we described various approaches to process ownership that we have seen established, with varying degrees of success, in different companies. Our focus was primarily on the organizational position of the role (a senior executive, a staff, a line manager, and so on) and the amount of authority accorded the position (control of process design, process performance, or both, or neither). This time we would like to describe what we have seen process owners actually doing in the performance of their roles. To some extent, of course, what they do is dictated by their position and authority, but not entirely, so we are presenting a different angle on the subject of process ownership. We will first describe how we have seen people carry out the role, and then offer some advice as to what we think they should be doing. We have organized these variations of the job somewhat by frequency – that is, we start with the tasks we have most often seen process owners doing and then go from there. For the sake of simplicity, we are also restricting our descriptions of process ownership to a single owner of a single process. In reality, there could be multiple process owners in an organization who collectively view themselves as managing a network or architecture of processes, or we could have an owner who owns several related processes. All those possibilities are understood but left out of the following descriptions. The Minister of Process Documentation The most common preoccupation of process owners that we’ve seen in actual practice has been the creation and/or maintenance of process documentation. The purpose for having the documentation has usually been for certification – for ISO, CMMI, Baldrige, and so on. Sometimes, the documentation activity is a one-time event (we got certified and that’s it), but most of the time, verification or recertification is required, so the task becomes maintaining the documentation or refreshing it in order to survive the next audit. But, of course, depending on the resources available to do all this documenting and depending on their position in the organization vis. a vis. the “line” where the processes are actually performed, there can be an ever widening
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This note was uploaded on 03/09/2011 for the course INGENIERIA 111 taught by Professor Jorgevera during the Spring '10 term at Pontificia Universidad Católica de Chile.

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C3.2 - Performance Improvement - Owners - What Do Process...

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