I personally like process names like "... to ..." – it’s clear where the process starts and where it ends. (Such names are often used for the processes that make up the value chain.)
So here are my suggestions regarding the process scope and name:
- “Needs to Delivery” – process starts with the needs list and completes with the success or failure mark at each needs list item.
- “Spring to Fall” – process starts by the annual inspections of all sites equipment and infrastructure and completes when the cold season begins. The process performance is measured by the sites readiness.
Which name is better? It’s hard to say without consulting with the business. In our experience at Comindware, we answer this question together with the client. The point is that the decision about the process scope shouldn’t be made once and forever – it makes sense to re-assess it as the business matures. As an illustration to this statement –
Case #2: Industrial Equipment
A global brand produces the equipment for the food industry, sells the equipment and services: installation, assembly, maintenance. The core business process “Order to Cash” includes:
- Fulfilling the contractual obligations: production, delivery, installation
- Control the customer’s obligations: site preparation, acceptance of work, payments
- Contract closure: signing acceptance acts, booking
For the long period of its history, the company defined the process boundaries (from-end and to-end) as follows:
- Start: contractual obligations emerged (order signed)
- End: contract fulfilled (delivered and paid)
Looks pretty logical, right? Yet at some point, the company revised the process scope.
Your guess: how do they define the end-to-end process now? Please comment below. (To be continued in a week.)