Process Management
Process Management System
Purpose Statement: The purpose of Administrative Services Process Management
System is to ensure that mission critical functions and processes have been identified,
documented, monitored, and improved so that on a continual basis improvements are
realized in the areas of stakeholder and customer satisfaction, cycle times, efficiency and
cost effectiveness.
Description: The Administrative Services Process Management System is a series of
sequential steps that begins with the goals of the organization. Based on the goals, mission
critical functions are identified and the external and internal customer and stakeholders
served are defined. Once the mission critical functions are determined, processes that
support the functions are identified and the external and internal customer and stakeholders
served by these processes are defined. Suppliers, inputs, process, outputs, and customers
are determined for each process, the processes are mapped, methods and steps are
documented, and needs and expectations are communicated to suppliers. Current
processes are continually analyzed and improved upon as necessary. To determine the
effectiveness, efficiency, and responsiveness of each process, indicators should be
identified that will be used for this assessment. The indicators should be developed by
taking into consideration comparisons with peer, competitor and leading organizations. Be
certain not only to establish indicators for the processes, but also establish supplier
performance measures and communicate these so that the inputs being utilized in the
process are acceptable. Comparisons between actual performance and the targeted
performance for each process should be continually monitored and compared against peer,
competitor, and leading organizations’ performance. Processes should be adjusted as
appropriate to ensure increased stakeholder satisfaction, reduced cycle times, increased
efficiency and increased cost effectiveness.
References:
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Administrative Services Quality Approach document, March 1999.
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Insights to Performance Excellence 2000; Mark L. Blazey, 2000.
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Excellence in Higher Education 2000; NACUBO, Brent D. Ruben, 2000.
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