Disclaimer

Disclaimer1: The blog frequently refers to and builds on Traditional Indian wisdom. So some of the texts are given in original Indian languages, but with best possible English translation

Disclaimer2: To discern the truth in everything, by whomsoever spoken, is wisdom - (எப்பொருள் யார்யார்வாய்க் கேட்பினும் அப்பொருள் மெய்ப்பொருள் காண்ப தறிவு - Tirukkural 423)

Define/ Revamp Process - Part 3: Elements of a Well-defined Process

Process, as per dictionary is "a systematic series of actions directed to some end". A set of questions arise here. What are these set of actions? What triggers these actions? Do they need some ingredients? Should these actions be done in a defined sequence or is any sequence ok? etc. To address these, Process is represented in a structured way as having: 
  • Entry Criteria (E) - The conditions that trigger the process to run. These are typically time-driven (e.g. every Monday 9am) or event-driven (e.g. whenever a new customer arrives)
  • Inputs - Ingredients consumed by the process e.g. Description of service request  
  • Tasks (T) - Set of actions. To be defined in right sequence where necessary 
  • Verification Tasks (V) - A sub-set of tasks needed to verify if the steps have been conducted well
  • Output - The product (can be a software work-product) obtained by executing the above steps
  • Exit Criteria (X) - Set of conditions based on which the process can be considered 'Complete' e.g. When the Customer leaves the shop
  • Measurements (M) - Base measures needed to analyze a process e.g. Effort taken, Cycle Time Taken to execute the process or a step etc. Note that the tasks needed to measure or record these measures also need to be defined as a part of Tasks

While reviewing a process, one can ascertain which of the the above elements are available. ETVX, ETVX-M are well-known abbreviations in the industry. Some common (sense) questions to review a Process:
  1. Are all the inputs listed, consumed by one step or the other
  2. Is each of the step playing a role in transforming the input to an output
  3. Are the tasks in right sequence, wherever it matters? For e.g. in a sanitization procedure, it is important to clean the hands with disinfectant solution before touching a masks. Reversing the step, one will wear a mask touched by hands not sanitized which defeats the purpose.      
  4. Are there verification steps optimized? Theoretical best is "First Time Right" i.e. "Zero Testing and review and Zero defects". However in a practical scenario, verification tasks do exist but are optimal. "Under-doing" testing may risk the Quality of output and 'Overdoing' will result in excessive cost of process. (But is Zero testing a possibility?)
  5. Are all the products coming out of the tasks, listed as Outputs?
  6. Are the Measures collected needed and relevant? Note that "Collecting these measures" itself is a task, which consumes effort and can be seen as "Overhead" by practitioners if not utilized properly      




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