Process Approach
A process is a series of specific actions which are carried out in order to achieve a particular result; in other words it is how things get done.
Within the TQM environment, the process approach principle recognises that business activities are best understood and managed as interrelated processes.
Therefore, a process approach where all resources and tasks are identified, analysed and allocated to each step of the production process will deliver the desired results consistently and effectively.
It is important to note that the inputs and outputs involved in any process can be either tangible (physical items) or intangible (data or knowledge).
An effective process approach will incorporate a range of key elements:
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Define the process in detail and record the desired results
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Detail and quantify all of the inputs (e.g. materials, human resources) and outputs (finished product / service or work-in-progress) involved in the process
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Outline how and where each individual process interfaces with other processes and functions within the organisation
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Calculate potential risks in order to improve process outputs and prevent undesirable results
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Clearly assign responsibilities for each specific element of the process
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Identify all key stakeholders of the process including the internal and external customers, suppliers and other stakeholders who are involved in the process and its delivery
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Document the process using flow diagrams, step guides and control tactics to enable consistent implementation
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Assign appropriate resources to facilitate the process including training, equipment and data supplies.
An important tool in the process approach is plan-do-check-act (PDCA) cycle which is used to manage processes and systems.
The plan-do-check-act cycle is a simple four-stage method that enables teams to avoid recurring mistakes and improve processes.
The PDCA cycle is an iterative process designed to be repeated again and again for continuous improvement. It is essentially a project planning tool but it can also be applied to individual processes.
1. Plan: Establish objectives and process(es) necessary to deliver results
2. Do: Implement the process(es)
3. Check: Monitor and measure process(es) against objectives and report results
4. Act: Take action to continually improve, repeating the PDCA cycle as required
In essence, a process approach is the systematic management of planning, implementation, checks and improvement of processes and the management system as a whole.
Implementing the PDCA cycle results in more consistent achievement of company policies and objectives, intended results and overall performance which in turn leads to enhanced confidence in the organisation and greater customer satisfaction.