A note at the beginning: For the sake of simplicity, we assume in this article that a person responsible for a process always also has the corresponding page responsibility in the management system and that all pages in a management system are process descriptions.
Wiki-based management systems are a real enrichment for companies: Thanks to the interactive approach, employees participate, continuously improve process descriptions and collect valuable knowledge which is centrally accessible. We are often asked whether this high level of interactivity does not lead to chaos in the management system. To prevent this, Q.wiki ensures that each page is moderated by a responsible person. This person is responsible for the release of the content in the management system. Before we describe 7 important tasks of a process owner, we will first explain typical requirements for a process owner.
Requirements for persons responsible for the content
The person responsible for the content must be familiar with the process in order to be able to judge whether adjustments to the content are appropriate. It is also important that they are familiar with the upstream and downstream processes in order to ensure clearly defined interfaces. In addition, the person responsible for the process should have experience in process implementation in order to be able to enforce best practices against other process stakeholders.
7 typical tasks of a process owner
What are the typical tasks of a responsible person around the management system?
1. Content responsibility
The pages in the company wiki should be up-to-date and correct. Thanks to the interactive approach of Q.wiki, suggestions for improvement can be made directly by everyone in the wiki. However, the responsibility for approving these suggestions for improvement typically lies with the person responsible for the process, both on the page in Q.wiki and in practice.
2. Execution of the content release in the management system
It is a good sign when process owners are asked to approve content in the wiki - the principle of an interactive management system takes effect! This continuously improves processes and makes best practices accessible to everyone. But: Does the employee's change make sense? Does it contribute to improving the process goals, description and execution? To ensure that the descriptions really help in everyday life, it is up to the person responsible for the process to check the "discussions" in Q.wiki for these questions and to release, reject, or return them for revision. The automatic comparison mode between discussion and released status helps in this case.
Tip: Our experience shows that it is very motivating for everyone involved when changes are reviewed and approved in a timely manner. This increases the employees' identification with the process and the company and shows that their work and suggestions for improvement are valued.
3. Inform about process changes
An important goal of a management system is that all process participants are always up to date, know agreed process standards, can apply them and use them in practice. To achieve this, it is necessary to be aware of changes or to be informed about them. When changes are made to process descriptions, it is therefore the task of the process owner to check who should be informed about them. There are various tools for this, including: Reading confirmation, meetings, one-to-one conversations, training, chats, and email.
Tip: In practice, change communication is often limited to direct process participants. Don't forget to inform persons which are related to the processes, i.e. the famous interfaces.
4. React to the development in the environment of the process
Interactive management should serve to structure along processes and think less in terms of departments. Therefore, each party responsible should observe the environment of their processes and, if necessary, adapt their own process in such a way that the entire process chain is optimized. Do changes take place in upstream or downstream processes? For example, this could be due to a change of IT system in an upstream process, which results in different transfer points.
5. Create suitable conditions for process executors.
The party responsible for the process is responsible for the process goals, for example, consistent output with shorter response times. In order for these to occur with a high probability, the process performers should have suitable framework conditions. The person responsible for the side should therefore ensure, among other things, that the descriptions enable the employees carrying out the process to be able to carry it out without any problems - and in line with the process objectives.
6. Monitor process
A systematic improvement of the process through the input of the employees facilitates the work of a process manager enormously. In the final instance, however, he or she is the one who must measure and monitor the process appropriately in order to be able to intervene if necessary.
Tip: For this purpose, suitable indicators, as collection frequency and intervention limits can be integrated into the process description.
7. Evaluate process risks
The person responsible for the site knows both his own process and the environment very well and keeps a constant eye on both. Therefore, it is obvious that he also recognizes the risks that can arise in or through a process and reacts accordingly. For example, if a verifying process step is omitted in the sales process, this can lead to incorrect contracts in billing. Corresponding process risks should be identified, reported and evaluated by or with process owners.
Tip: Ideally, the process description and risk assessment should be integrated. In Q.wiki, you can directly report risks to the process.
Change of process responsibility in an interactive management system
We know that setting up a management system often raises questions about exactly what these responsibilities and tasks of a side manager are. How to interpret the role and changes depends a lot on the previous approach in your company.
The most important change that an interactive management system brings is that the involvement of employees and the clarity that an Integrated Management System provides usually makes the work of the process owner much more effective. At the same time, the quality and up-to-date process descriptions increase and thus bring added value to the everyday work of the employees.
Are you still looking for the right software for your wiki-based management system? Make your processes more efficient and your company more up-to-date - with the interactive management software Q.wiki!