13.4. The Role of Top Management

An organization does not have to implement Process Management all at once. A top manager who is interested in Process Management should begin by instituting a couple of Process Improvement Projects. If these projects successfully address Critical Business Issues, he or she should consider institutionalizing Process Management, at least for the organization's core processes. A top manager's role in institutionalization may include:

• Identifying core processes

• Appointing or serving as a Process Owner

• Appointing permanent Process Teams

• Asking and requiring answers to the questions behind the Nine Performance Variables

• Using process measures as the foundation for performance evaluation, rewards, and troubleshooting

• Chairing a Process Owner panel that conducts process reviews, which are similar to traditional operations reviews

• Installing and managing a process planning system, which resembles typical business planning

• Ensuring that the work environment (rewards, feedback, resources) supports process effectiveness and efficiency