Glossary / Lexicon

Deutsch: Prozessmanagement / Español: Gestión de procesos / Português: Gestão de processos / Français: Gestion des processus / Italiano: Gestione dei processi

Process management in the quality management context refers to the systematic approach of defining, monitoring, and optimising the various processes within an organisation to ensure they consistently meet quality standards. It focuses on identifying and controlling the individual steps that contribute to product or service delivery, ensuring that each process is efficient, effective, and aligned with the organisation’s quality objectives. Effective process management is essential for achieving continuous improvement, operational efficiency, and customer satisfaction.

Description

In quality management, process management is the practice of treating the organisation’s operations as a series of interrelated processes, rather than isolated tasks. Each process, from product development to customer service, plays a role in achieving overall quality. Process management aims to make these operations more predictable, consistent, and capable of delivering high-quality outcomes.

Key elements of process management include:

• Process mapping and documentation: Understanding and documenting each step of a process, from input to output, is essential for identifying areas of improvement. This includes visual tools like flowcharts to map workflows.
• Process standardisation: Establishing standard operating procedures (SOPs) ensures that tasks are performed consistently, reducing variability and errors.
• Monitoring and measuring performance: Process management involves defining key performance indicators (KPIs) to measure the effectiveness and efficiency of each process, such as cycle time, defect rates, and customer satisfaction levels.
• Continuous improvement: Using methodologies like Total Quality Management (TQM), Six Sigma, or Lean to continuously assess and improve processes, making them more efficient and responsive to changing customer needs.
• Resource optimisation: Ensuring that all processes have the necessary resources (time, personnel, equipment) to meet quality objectives without waste or inefficiency.

The ISO 9001 standard for quality management systems (QMS) is based heavily on process management principles, encouraging organisations to adopt a process-driven approach to quality. This standard outlines the need for a well-defined, repeatable, and measurable process structure to achieve quality goals.

Application Areas

Process management is critical in various areas within an organisation, such as:

• Manufacturing: Ensuring that production processes are streamlined, predictable, and capable of producing consistent, high-quality products.
• Service delivery: In service industries, process management ensures that service operations meet quality standards, reduce customer wait times, and improve overall satisfaction.
• Supply chain management: Process management helps optimise the flow of materials, reducing delays, inefficiencies, and errors in supply chains.
• Product development: Managing the design and development process ensures that products meet customer requirements and comply with regulatory standards.
• Customer service: Defining clear processes for handling customer complaints and inquiries ensures a consistent and satisfactory experience for customers.

Well-Known Examples

• Toyota’s Lean Manufacturing: Toyota is renowned for its use of Lean Manufacturing principles, which are deeply rooted in process management. Toyota’s approach focuses on continuous improvement (Kaizen) and eliminating waste to optimise production processes while maintaining high quality.
• GE’s Six Sigma: General Electric (GE) implemented Six Sigma to improve its process management, using data-driven approaches to eliminate defects and variability in its manufacturing and service processes.
• McDonald’s: The fast-food giant uses standardised processes globally to ensure that customers receive the same product quality and service consistency, regardless of location. This level of process management allows for efficiency and consistency across thousands of locations.

Treatment and Risks

While process management is crucial for quality management, it also presents certain risks and challenges:

• Over-standardisation: In some cases, rigid standardisation can limit flexibility and stifle innovation, as employees may be discouraged from suggesting new approaches that deviate from established processes.
• Lack of process ownership: Without clear accountability, processes can suffer from neglect, leading to inefficiencies and quality issues. Assigning process owners ensures that someone is responsible for monitoring and improving the process.
• Failure to adapt: Process management systems must be adaptable to changing market demands, technologies, and customer needs. Failure to update processes can lead to obsolescence, inefficiency, or customer dissatisfaction.
• Complexity: Over-complicating process management with excessive metrics or documentation can overwhelm employees and hinder operational efficiency.

To address these risks, organisations should:

• Regularly review and update processes: Continuous improvement ensures that processes remain relevant and efficient as market conditions change.
• Involve employees: Engaging staff in process reviews encourages feedback and innovation, ensuring that processes are practical and effective.
• Automate where possible: Using software tools to monitor and optimise processes reduces manual errors and improves efficiency.

Similar Terms

• Business process management (BPM): A broader term that encompasses the management and optimisation of all organisational processes to achieve business goals, closely related to process management in quality.
• Operational efficiency: The goal of making processes as efficient as possible while maintaining high standards of quality and performance.
• Continuous improvement: A key principle in process management, focusing on making ongoing, incremental improvements to processes.

Weblinks

• industrie-lexikon.de: 'Prozessmanagement' in the industrie-lexikon.de (German)

Summary

In quality management, process management involves the structured approach to defining, monitoring, and optimising processes to ensure that they consistently meet quality standards. By focusing on process standardisation, performance measurement, and continuous improvement, organisations can enhance operational efficiency, reduce variability, and improve customer satisfaction. Effective process management is central to maintaining high-quality products and services, while also adapting to changes in market demands and technologies.

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