Process management, also known as Business process management, refers to the identification, documentation, control, improvement and further development of business processes. At anytime during a process, professional process management attempts to answer the following question: "Who is doing what, when and how and with the help of what resources?" Process management is an integral part of organizational development, focusing on all the processes within an organization: from administration, technology and manufacturing to all supporting processes.
Goals of process managment in companies
There can be a number of reasons as to why companies may want to introduce a process management system. Frequently, such projects are driven by the Process Manager who is looking to optimize current business processes with a view to making the most out of an already competitive marketplace. However, it can also be the case that companies are legally obliged to document every step of the manufacturing process in detail this is the case, for example, in the pharmacological industry. This enables companies to provide gapless information on their production chains.
Process management and customer-oriented company management
The customer is always at the heart of a good process management system: process managers are always optimizing business processes with one thing in mind, improving process output for the benefit of the customer. The customer will therefore always get the best possible product in the shortest time with the best possible service. Business process management is thus a central component of Customization conforming with the basic ideas of Customer Relationship Management (CRM). The introduction of professional CRM software also supports process management in companies as the software aids in the systematic documentation and organization of all customer touch points in the customer care process. Consequently, CRM solutions enable companies to introduce transparency into both their customer management and sales processes while at the same time optimizing and managing them more effectively. The results are increased customer satisfaction and customer loyalty.
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