“Process design is dead – long live process design!”

von

Paolo

|

July 2024

The core of process design

Process design is more than just sketching out procedures. It is the centrepiece of efficient company operations. Well-designed processes ensure smooth workflows, higher productivity and increased customer satisfaction. It is not just about what is done, but also about how it is done and why. At the same time, process design understood in this way can also take all employees of the company on this important transformation journey and thus make them an important part of process optimisation.

The end-to-end view

An end-to-end view means looking at the entire process from the starting point to the final destination, i.e. also beyond the boundaries of the company (including the customer’s view, the view of third parties, etc.). This perspective is crucial because it helps us to understand the interrelationships and dependencies in the process. A fragmented understanding often leads to isolated solutions that create new problems elsewhere.

Why is this important?

Holistic efficiency: By looking at the entire process, we can identify and eliminate bottlenecks before they become major problems.
Customer satisfaction: An end-to-end process enables a consistent and reliable customer experience, which is essential in a customer-centric world.
Flexibility and adaptability: With a comprehensive understanding, companies can react more quickly to changes and adapt to new market conditions.

Digital transformation: a supplement, not a replacement

Digital transformation with its new technological possibilities is undeniably a powerful tool. It offers incredible opportunities for analysis (e.g. process mining), automation and (partial) optimisation. But it cannot replace the solid foundation of a well-thought-out process design.

Here’s why:

  1. Automation of inefficiencies: If you digitise a bad process, it remains bad, at best it becomes faster. The automation of inefficient processes does not lead to improvements, but merely exacerbates the existing problems.
  2. Understanding processes: Technologies such as artificial intelligence and big data can only be used effectively if we understand the underlying processes. Without this foundation, there is a risk of drawing the wrong conclusions and making sub-optimal decisions.
  3. Human factors: Technology can perform many tasks, but it cannot replace the human element in process design. The interaction, feedback and creativity of employees are crucial to continuously improve processes.

The next steps

  1. Analyse your current processes: Start with a thorough analysis of your existing processes. Identify weaknesses and opportunities for improvement.
  2. End-to-end perspective: Make sure you understand and optimise every process from start to finish.
  3. Strategic digitalisation: Make targeted use of technology to support and improve well-designed processes.In a world characterised by constant change, solid process design remains an indispensable pillar for the sustainable success of a company. Make it your priority and see how it takes your organisation to the next level.

Conclusion

It is essential for decision-makers to find the balance between technological progress and solid process design. Invest in understanding and optimising your processes before investing in expensive technology solutions. A strong foundation is reinforced, not replaced, by technology.