The issue

Invigorated by the development of quality programs and certifications (ISO, EFQM,..), the process approach tends to be widespread in most companies. Although the expected benefits look appealing (cross functional cooperation, performance control, seamless operations, customer-focus and continuous improvement), the way to success is paved with numerous difficulties usually encountered in the implementation and deployment phases:

Lack of ownership from employees and operational management.
Difficulty in demonstrating concrete improvements.
Conflict of interest between the middle management and the process owners.
Overloaded documentation system, costly to maintain.

Key factors of success

Concentration of resources on the processes with the greatest stakes.
Project conducted like a change program.
"External" review of processes which require a breakthrough improvement.
Process description limited to the minimum necessary.
Measurement of improvements achieved.
Alignment of management practices with the process approach.


WHY CONSULTING services

Identification of critical processes with regard to main company's objectives.
Diagnostic and alignment of customer processes.
Assistance in the implementation of process management:
  •  Overall process mapping.
  •  Description of internal customer-supplier relationships and mutual commitments.
  •  Training of process owners on most critical aspects
         of their role and responsibilities.
  •  Measurement of the effectiveness of the process approach.
    		•

    Experience sharing on best practices.


    Specificities of our approach

    Participative approach with strong involvement of operational teams.
    High value-added assistance including know-how transfer (make do rather than do).
    Expertise on customer processes: marketing, sales, technical support.
    Several years of practice of the process approach related techniques and tools (problem solving methods, process description tools, process owners stimulation, action plans monitoring, customer satisfaction measurement, operational dashboard, objectives deployment methods, management of change).

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