Process Workflow Automation – Your Roadmap to Achieving Process Excellence

Six Sigma, Continuous Process Improvement, Total Quality Management, Business Process Management – are just some of the methodologies adopted by businesses to improve the quality and efficiency of their output. The main focus of all these methodologies is to achieve process excellence.

Business process excellence is an activity through which a business process is transformed into a better performing and optimized version. Basically, process excellence strategy is more about improving the way businesses create and deliver value to customers. Read on to understand what process excellence is, various process excellence tools, and the difference between process excellence and operational excellence.

Process Excellence in Detail

The term process excellence is commonly used in business parlance. The process excellence definition varies for each business. For some it means better business outcomes, while for others it means optimizing process workflows. No matter what process excellence means to businesses, there is an undeniable need for a solid process excellence strategy for improving business outcomes. What is process excellence? Process excellence may be defined as the practice of continuously improving the effectiveness, efficiency, and quality of process outcomes through an operational excellence framework. 

Business process excellence is a combination of process design, process improvement, and process management techniques that focus on optimizing organizational performance. Process excellence techniques enable organizations to deliver better results and drive growth. Process excellence is an effort to improve the way businesses operate and create value for customers. Organizations utilize process excellence tools to identify opportunities for improvement and design innovative solutions. 

A wide range of process-based activities can be grouped under the process excellence framework. Any activity that focuses on business processes can be considered to contribute towards process excellence. Activities like process mapping, process automation, process improvement, and process reengineering are all focused on improving the speed, quality, and cost efficiency of processes. Process excellence activities help organizations to identify weaknesses and areas of improvement, and design better solutions. 

Process excellence is regarded as an important part of the organization’s overall performance management system. The number of enterprise businesses recognizing the potential of process excellence in contributing to organizational success, is increasing exponentially. The right process excellence strategy aligns their processes with strategic objectives, improves customer service, and improves efficiency. 

Key Components of Process Excellence

While business process excellence means different things to different people, the following key activities can be regarded as key activities that fit into the process excellence framework. 

Process mapping

This is a key activity that helps analyze a process. Analysis of the process is a must for any process improvement initiative. A process map helps identify the steps, resources, and objectives of a process. The as-is process can be analyzed, and the to-be process can be designed based on the findings of the process map.

Process improvement

Processes need to be improved on a regular basis to ensure that the process stays compliant and aligned with the overall organizational goals. Process improvement helps identify opportunities for reducing costs and improving efficiency. 

Process design

The process map helps identify the resources, steps, and objectives of a process. The process design must focus on creating an ideal path for processes to meet customer needs and organizational goals. 

Process monitoring

Processes need to be monitored continually to ensure that it is on track. Monitoring processes closely makes sure that they meet the objectives and deliver quality results. 

Process optimization

Optimizing the process requires evaluation and improvement of processes for maximizing effectiveness and efficiency. 

Process automation

The use of technology or software to automate manual tasks is the most efficient way to improve process outcomes. 

Process standardization

Processes need to be standardized so that they are compliant with business policies and standards. Standardizing processes also helps establish consistent processes across the organization. 

Process governance

Governing a process entails establishing policies, standards, and guidelines for process management. Process governance helps organizations establish and track adherence to these policies. 

How do organizations achieve process excellence? Some organizations have a dedicated department or dedicated process excellence managers to drive process excellence initiatives, while in other organizations, the management may take care of establishing a culture of process excellence. Organizations that practice a culture of excellence are capable of driving innovation, improve performance, and create competitive advantage. Process excellence tools can be useful in driving excellence initiatives through process automation and optimization. 

Tested Recipe for Process Excellence

To achieve process excellence, a process is assessed, modified, and tested until the objectives or goals are met. The quality standards against which processes are measured can be established with process excellence. Achieving business process excellence depends on a number of factors, including –

• Efficiency
• Accuracy
• Productivity
• Speed
• Visibility
• Compliance and Security
• Consistency
• User or customer experience
• Alignment with business strategy
• Ability to meet targets and achieve goals

Achieving process excellence requires consistent effort in the right direction for improving process outcomes. Teams need to regularly revisit their processes and reassess them in response to their changing circumstances. The following 5 best practices will help organizations in achieving process excellence in the long run. 

Ownership and alignment

Having clarity on who is responsible for the process in the organization and defining clear roles for all stakeholders contributes in a big way to improving ownership and accountability across the organization. On average, a medium-sized organization will have around 100-200 processes that govern their daily operations.

In a majority of these processes, there is a lack of clarity on roles and responsibilities. The lack of clarity on ownership results in chaos and confusion, and tasks slip through the cracks. Process mapping helps in clarifying roles and resources associated with each task. All the processes in the company and their interconnection can be clearly mapped out by the process map. A process map eliminates confusion and overlap of roles and responsibilities within a process. 

Continuous process improvement

Business processes do not conform to the “fit-and-forget” model. All processes need to be evaluated and improved continuously in order to ensure that the outcomes are aligned with evolving business and customer requirements. Continuous process improvement also helps in identifying redundancies and areas of improvement. For instance, a company that has decided to implement a work-from-home policy must update/upgrade its onboarding process to facilitate remote work processes and IT support to ensure that the process workflows are still relevant and effective. 

Definition, documentation, and knowledge sharing

Detailed documentation of the process like process maps or flowcharts, and other documentation that shows the flow of data is a must to ensure that all team members are aware of the process flow, roles, and responsibilities. Not just for understanding the process, accurate documentation is required for compliance and audit purposes.

Process documentation and instructions create consistency across the board. Process documents make it clear the way processes are organized and why they are set the way they are. Take, for example, the insurance claim dispute verification process. Having a clear, documented verification process involves several escalation stages starting with complaint logging to issue resolution.

A clear, documented explanation of the protocol and the manner in which the company resolves disputes, means that all stakeholders are clear about the how and why of issue resolution. Accurate and updated documentation paves way for future improvements to the process. 

Process performance management

Tracking and managing the performance of each process is a must for process excellence. Spotting issues within the process becomes easy when you are continuously tracking the performance of the process. Continuous monitoring of the performance can effectively identify and also fix any issues that arise during run time, as opposed to late detection and resolution in manual processes. Implementing process improvement methodologies helps streamline the process and accelerate the identification and resolution of issues. 

Automation technology

The introduction of business process excellence initiatives like process automation allows companies to automate processes and ensure that they are managed more efficiently. Processes that are data-intensive, repetitive, and do not require human intelligence to be executed, can be automated by workflow automation tools like Cflow. A no-code BPM automation tool like Cflow makes it easy and efficient to automate key business processes, which saves countless hours of data processing or managing approvals.

Benefits of Process Excellence

Achieving excellence is in itself beneficial to the organization. Business profitability and improved productivity are the obvious benefits of process excellence. The other benefits include- 

• An agile and flexible workforce – Process excellence helps build an agile and flexible workforce that is capable of handling projects of all sizes and complexities. 
• Optimal resource utilization – Implementation of process excellence initiatives ensures that the resources are optimally utilized. 
• Seamless technology integration – Most process automation platforms enable seamless integration with existing systems and processes that the business utilizes. 
• Better quality of deliverables – Process excellence initiatives streamline business processes, leaving no scope for redundancies or bottlenecks. The deliverables of such streamlined processes are of high quality. 
• Collaborative work environment – When process excellence initiatives like process automation are implemented in an organization, teams are able to collaborate and communicate better. 
• Strong market presence – Processes are executed in a streamlined manner when process excellence is in place. Businesses start delivering value-based products and services when processes are streamlined. When high-quality products are delivered, businesses are able to establish a strong market presence and stay ahead of the competition as well. 
• Reduced risk of error and bias – When repetitive and mundane processes are automated, the rate of delivery is accelerated and the risk of human error and bias is eliminated. 

Process Excellence versus Operational Excellence

In business parlance, terms like process excellence, process improvement, and operational excellence are used interchangeably. But, do they both mean the same thing? Process improvement and process excellence are closely related terms with the same focus and mode of operation. They both focus on improving organizational performance. Process excellence techniques can actually be considered as a subset of process improvement. All the techniques that are implemented to achieve process excellence are part of process improvement initiatives. 

Now, coming to the difference between process excellence and operational excellence. By definition process excellence refers to the practice of continuously improving efficiency, effectiveness, and outcome of business processes and business operations. Operational excellence on the other hand may be defined as all those activities that focus on streamlining and optimizing daily operations and activities. Operational excellence is a discipline that aims at improving all aspects of operations, from the bottom up. Change is achieved via operational excellence initiatives by addressing issues with the company’s culture or technology, and building on those changes. 

The focus of operational excellence is broader than that of process excellence. Process excellence focuses on specific processes, while operational excellence focuses on overall business operations that include several processes. Operational excellence involves –

• Building an infrastructure for changes
• Developing the discipline to complete processes consistently
• Shifting the focus of the team from product quality to customer experience
• Prioritizing process effectiveness and business agility
• Creating a system of active engagement that solves data silos and gaps
• Achieving the extensibility of stack to get the most out of existing apps and systems

Operational excellence is all about changing the culture, perceptions, and mindset of everyone in the organization. It is a comprehensive strategy that positively affects business productivity.

5 Tips for Implementing Process Excellence

Track continuously

Continuous evaluation and tracking of process performance is a must for successful process excellence initiatives. The best way to keep an eye on business processes is to visualize and track their progress. Efficient process management methodologies and tools like Six Sigma, Lean Management, Kaizen, etc can help achieve the required results. Implementing these methods helps deliver consistent, positive, and accurate results with minimum to nil variations. 

Potential loopholes and bottlenecks in the process can be analyzed by breaking the process into individual tasks. Regular review of the process helps in identifying and eliminating risks on time. 

Plan-organize-prepare

Process excellence entails improving existing steps and tasks by planning, organizing, and preparing for long-term growth. When there is clarity on the business goals, figuring out a way to achieve those goals quickly and efficiently becomes easier. Proper planning also ensures that you are aware of what to avoid in order to achieve these goals. When you identify ways to save resources and time without compromising on the quality of output, then the waste is eliminated and processes are lean. 

Keep up with industry trends

Reaching and maintaining high levels of productivity and innovation are a must for businesses that aim to scale up and beat the competition. Keeping up with industry trends and remaining agile holds the key to survival and long-term growth. It is not enough to just focus on growing your business, rather focusing on the latest industry trends and aligning your processes to these trends is what will help you achieve sustainable growth. 

Maintain customer-centricity

You are in the business due to your customers! So, it is imperative that you understand customer expectations clearly and make sure your processes are aligned with those expectations. Keeping your customer experience in mind when planning your processes is a good way to ensure that their expectations are met. Investing the time and resources required to understand the target audiences and their pain points is a must to identify processes to satisfy your target customers. Process excellence implementation that is guided by this type of research can successfully deliver personalized customer experiences and exceptional targeted services. 

Build a culture of excellence

Creating a culture of excellence starts from the top and trickles down to the employee level. When the C-suite emphasizes the importance of continuous improvement, each employee imbibes the culture. Developing an “all hands on deck” is an important part of building a culture of excellence. It is important to involve and empower the employees while implementing changes so that they are equally invested in the results. As per an employee satisfaction survey, 36% of employees said that visualizing their organizational goals more effectively amplifies their satisfaction and job performance. When you create new processes, walk in your employee’s shoes to understand their obstacles and implement practical solutions. Employees that are satisfied are highly motivated and strive to achieve more, which is exactly what you need for continuous process excellence. Another important ingredient of a productive work culture is smoothing out the bottlenecks in the process workflows.  

Implementing process excellence initiatives requires consistent and targeted efforts to optimize and improve processes. The techniques and tips to achieve process excellence are subjective, and businesses need to choose the ones that are aligned with their business objectives. 

Business process excellence tools and techniques

Process excellence can be considered as a combination of science and technology. A toolkit of different methodologies or systems helps businesses achieve process excellence in the workplace. The top 10 process excellence tools to consider for your business are listed below- 

Six Sigma

This is a data-driven methodology that focuses on reducing variability and defects in a process. The Six Sigma model utilizes statistical analysis for identifying the root causes of problems and implementing improvements. The 2 main frameworks associated with the Six Sigma methodology are DMAIC (Define Measure Analyze Improve Control) and DMADV (Define Measure Analyze Design Verify). 

Lean

Lean management technology aims at maximizing customer value while minimizing waste. This methodology seeks to create more value with fewer resources by streamlining the process and eliminating non-value adding activities or processes. Continuous improvement, respect for people, pull-based production, standardized work, and just-in-time production, are some of the principles under lean methodology. 

Kaizen

This is a Japanese term that means continuous improvement. Kaizen methodology involves small, incremental changes that aim at optimizing processes and eliminating waste. This methodology also encourages employee involvement and teamwork, fostering a culture of continuous learning and improvement. 

Total Quality Management (TQM)

This is a management approach that aims at achieving long-term success via customer satisfaction. The main focus is on continuous improvement, employee empowerment, and employee involvement.

Business process reengineering (BPR)

This involves a radical redesign of the organization’s processes to achieve significant improvement in performance. Cost reduction, speed, and quality improvement of existing processes are made possible by business process reengineering. 

5S

This is a workplace organization methodology that originated in Japan. There are 5 steps in this methodology – Sort, Set, Shine, Standardize, and Sustain are the steps in the 5S methodology. The main aim is to create a clean, organized, and efficient work environment that fosters safety and productivity. 

Value stream mapping

This is a Lean tool used to visually represent the flow of materials and information within a process. The bottlenecks, waste, and opportunities for improvement can be easily identified by value stream mapping. 

Plan-do-check-act (PDCA)

PDCA is a continuous improvement cycle that is adopted to solve problems and improve processes. The plan (planning the change), implementing change (Do), reviewing results (check), and making adjustments (act), the cycle is repeated for continuous improvement. 

Balanced Scorecard

BSC is a strategic management tool that translates an organization’s vision and strategy into a set of performance measures. This methodology provides a comprehensive view of an organization’s performance by evaluating 4 perspectives – financial, customer, internal processes, learning, and growth. 

Gemba Walk

This is also a Lean management practice that involves managers and leaders visiting the workplace (Gemba) to observe processes, engage with employees, and identify areas for improvement. This methodology promotes continuous improvement, employee engagement, and a better understanding of the work environment. 

Process Excellence with Cflow

Process workflow automation is one of the most efficient ways of achieving process excellence. Cflow is a no-code BPM workflow automation software that can automate any type of business workflow within a few hours. The visual workflow builder in Cflow can be used to create a process workflow by simply moving workflow elements. You don’t need to write even a single line of code to create a workflow. Key features of Cflow include – 

• Document management – Quick searches and access with centralized document management. 
• Rules engine – One-click setup for setting up fully customized rules using multiple conditions and operators.
• Integrations – Cfloe can seamlessly integrate with 1000 popular and essential third-party applications. 
• Auto approvals – This makes it very easy and quick to auto-approve repetitive and non-critical tasks.
• Encryption and security – Best-in-class security that offers the highest level of security and protection for your data.

The rich feature set of Cflow makes it the right choice for implementing process excellence at your organization. The insane levels of customer support provided by the team at Cflow make it super easy to implement and maintain the workflow automation solution.

Final Thoughts

Process excellence is a time-perfect endeavor that businesses need to improve upon their existing processes and introduce new methodologies to ensure organizational success. The shapes and forms business process excellence takes depend solely on the industry, organizational objectives, and timeline. Workflow automation is one of the most efficient ways of achieving process excellence. Cflow is your process excellence partner that simplifies automation with the visual form builder.

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