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Business process improvement: creating internal controls, tools and metrics

To bring a business process to life, beyond simply drawing a map, it is necessary to establish internal controls, create tools that increase its efficiency and develop metrics. These elements make the process real for others.

  • Internal controls: use them to identify points in the business process where mistakes can occur and explain how to prevent them. Without internal controls, human error occurs. So take some time to identify potential trouble spots and describe how you can avoid them.
  • Instruments: Building tools can help streamline the process and avoid mistakes. They also help you train new hires on how to do their jobs. You can create tools from everyday applications that are available on your desktop; you don’t need expensive software applications. Think about what you can create using, for example, standard spreadsheet software. Create checklists and other job aids that will help employees do their jobs.
  • Metrics: Setting metrics will show if the process is working as planned. If you want to lose weight, how do you track your progress to keep moving toward your goal? You will probably weigh yourself at regular intervals and perhaps use an online tracking tool to see your progress. Without frequent measurement, you may easily regain weight. The same goes for a business process: without regular measurement, it becomes stale. So, look at what you identified as measures of success when you began your business process improvement effort, and decide how to measure whether you are achieving your goals. You don’t need to keep track of everything you identified at once, but instead focus on the key points.

When you think of metrics, consider them from the point of view of effective efficiency, and adaptability.

  • Effectiveness it’s about quality. Think of metrics that measure whether the process produces the desired results and meets the customer’s needs.
  • Efficiency it’s about productivity. Here you should think about resource usage and improve cycle time.
  • Adaptability it’s about flexibility. Consider the metrics that determine whether the process remains flexible to changing business needs.

The creation of internal controls, tools and metrics is the seventh step to improve the effectiveness, efficiency and adaptability of your business.

Copyright 2010 Susan Page

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