Example: Improving efficiency by adapting operational processes
The sales process of an international company shows that some countries are trailing far behind the benchmark for customer satisfaction and sales revenue. To align all countries, the sales process of the successful countries is to be analyzed to identify key factors for success. This optimal process is then to be implemented in all countries. To achieve this, the following steps must be performed:
The sales processes must be coordinated and improved.
The harmonized IT architecture, which supports the improved sales process, must be implemented.
The optimal process must support internal rules and external regulations, which may vary in the different countries.
The employees must be trained in the new process and must include it in their daily work.
To do this, the various role owners must act as follows:
The managing director defines the strategy and the objectives.
The process analyst develops the new process.
The reviewer performs formal and content checks, for example, checks for completeness, improved scheduling and cost planning, compliance of internal rules and external regulations.
The process manager accepts or rejects the newly developed process.
The IT project manager implements the harmonized IT architecture to support the newly developed process.
The specialists and all involved employees are trained for the new process and apply it.
The reference database Governance Automation Models on your installation media provides sample processes for different topics, which you can use for introducing Process Governance.