TRS Archives

The term process is used frequently in today's business environment. In its simplest form, process is a set of activities, or tasks, that taken together produce a result of value to a customer. In a much broader sense, process includes virtually everything that goes into running a business or performing a service - such as people, customers, data, systems, etc. The extensive application of business processes throughout the relocation industry stems from the fact that efficient, customer-oriented business processes represent one of the surest ways for organizations to achieve high levels of transferee satisfaction and, at the same time, realize extraordinary improvements in productivity and efficiency.

Business process design is an acquired skill that improves with practice. Nevertheless, any professional, or team of professionals, can reasonably expect to establish processes that yield significant improvements in customer service, efficiency, and financial control if they adhere to the following six steps: Process Definition, Process Design, Process Mapping, Process Testing, Process Implementation and Process Evaluation.

Process Definition
The first step is to define the purpose or objective of the business process. Business processes typically occur as a result of some compelling customer need or needs. This stage also necessitates that you define all the relevant process elements - such as, customers, inputs, tasks, delivery system, etc. One caveat, be certain not to overlook the importance of information technology.

Process Design
The design step includes establishing the work flow, data flow, financial controls and system programming.

The sequence in which these design features are developed is critically important. Data flows should mirror the work flows. Financial controls should only be established after the work flows and data flows are complete. Ideally, controls should be reserved for high-risk areas. System programming normally requires the participation of a Programmer or Business Analyst on the design team.

Process Mapping
This step involves documenting the process. Process maps are used to create visual illustrations of the process for customers and users. Process narratives provide written explanations in laymen's terms that are easy to comprehend.

Process Testing
New processes should be thoroughly tested before they are implemented, especially if they involve system programming. Testing should occur in a test environment and should involve the participation of experts and specialists within the organization.

Process Implementation
The implementation stage should be devoted to extensive user training. One of the main objectives is to obtain user support for the new process.

Process Evaluation
The evaluation stage is necessary to obtain reasonable assurance that processes are working as intended. Process audits, otherwise known as compliance tests, should be performed within 30 days of implementation in order to eliminate process irregularities or deficiencies. Transaction tests, better known as substantive tests, are the only absolute assurance that processes are working properly. Internal or external reviews or audits may be appropriate depending upon the circumstances.

If you use this approach, your customers and your company will enjoy significant benefits. Just remember, process re-engineering and redesign is a continuous effort.

top of page