Process analysis is and remains one of the most important components of a successful ERP Introduction. Most companies shy away from this challenging task and prefer to call in a consultant. However, you can also tackle process optimisation yourself with your employees! With a little time, a good overview and structured thinking, you can analyse your own Business processes quickly and effectively.
Step 1 of the process analysis:
Firstly, you need to think about the business area in which you want to change your processes. Consult your employees, as they often have a different view of the existing procedures. For the first attempt at process analysis, take a manageable process that is more on the periphery of the workflows.
If, for example, the processes for dealing with customer enquiries are not clearly organised, find an area from this work process for the first step. For example, start by only recording the incoming options for your customers' enquiries. Which of your employees and resources are affected? In this example, it is the employees with whom customers make contact by telephone, in writing, by e-mail, contact form or in person. Now consider the whole thing on the basis of the process analysis. What happens if the customer has difficulties making contact? Which processes, sub-processes, events and activities can you recognise?
Step 2 of the process analysis:
To maintain an overview, create an initial sketch from this analysis. It is best to differentiate all activities and events in various graphic forms, e.g. a diamond. You can easily reproduce this sketch on paper, but you can also use MS Word or PowerPoint. Specialised process analysis software is not required.
The next step is to deepen your notes and collect Data on the processes. You can obtain this data either through your own observations or by analysing existing data. You should also consult your employees in this step of the process analysis. If possible, even your customers. Although this is a more time-consuming procedure, the results are worth it.
Regardless of how you collect, analyse and ultimately summarise your data: remain diligent. The data obtained forms the basis for subsequent process optimisation.
Step 3 of the process analysis:
Now the crucial step: ask the right questions!
- Where are the weaknesses so far?
- Where is the existing process particularly prone to errors?
- How and where is the process being held up unnecessarily?
- Are there problems with interfaces between certain areas?
- Is there any duplication of work? Are these necessary?
- What are the most important activities for the entire process?
- What do customers value?
Based on these considerations, you can now decide what to change and where. This decision-making process should also be documented and communicated. The same applies to the implementation of the optimisation. Here, too, the steps should be thoroughly planned. Involve your employees. Together they can develop improvements much more effectively, as they deal with the processes on a daily basis and are particularly familiar with the respective processes.
So if you have the time to spare and the motivation to improve existing processes, you can venture into process analysis. However, if the existing processes are particularly complicated or in need of optimisation, an unbiased view from the outside is sometimes still the best option.
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