W. Edwards Deming
Organisations are social systems. Despite policies and processes being established, as an organisation grows and starts to compete at a different level, its’ complexity will require increased control mechanisms, better communication and systems to drive efficiency. This requires looking at new and different ways of doing things and employing new thinking to make sure that the organisation is as efficient and streamlined as possible, while still delivering a high level of satisfaction to the customer. Effective performance management relies on systems and people working together to make sure the right things happen.
The consequences of new systems and processes can include improved service to customers, at lower costs and improved morale. There are a range of techniques that can be applied to understand how the systems and processes within an organisation interact. These include workflow mapping and more mathematically-based tools like systems capability charts and process behaviour charts.
It is important for an organisation to have systems and processes to:
- To align business activities to the vision and strategy of the organisation;
- Improve internal and external communications;
- ensure that staff understand how things work;
- eliminate duplication;
- reduce the learning process for new staff;
- increase efficiency and eliminate wastage;
- make information readily accessible;;
- add value;
- Encourage a open and transparent workplace;
- monitor organization performance against strategic goals;
- Integrate planning