Establishing a process management system will enable your business to satisfy your customers in an effective and efficient way. Effectiveness comes from focusing on the needs of the customer, measuring how well these needs are being met and putting in place actions to continually improve this performance.
The model brings together, in one business management system, customers and other interested parties, inputs and outputs, continual improvement and the relationship between each of these. The model introduces the four key elements ‘leadership and responsibility’, ‘resources’, ‘business processes’ and ‘measurement and improvement’, which are explained in Sections 4, 5, 6 and 7 of the SMMT publication ‘Process Management – A Guide for Business Improvement’.
The process approach
For businesses to operate successfully, they have to identify and manage many processes. The identification and management of the processes used within a business is referred to as the ‘process approach’.
The purpose of the process approach is to ensure that customer requirements are met. Identifying and then meeting customer requirements is necessary to achieve customer satisfaction. Customer satisfaction is essential to achieve business success.