Better preparing East and East for scaling up : documentation and standardization of core processes to improve effectiveness and efficiency -

Abstract

In order for any company but especially Small and Medium Enterprises to grow and scale up, they need to start with robust and repeatable business processes. Most have not done so. Thus, process mapping and documentation can be very beneficial in this regard. It constitutes a guide for those responsible for doing the work to think about their work. They are used to help improve processes in light of what customers most value about that work, while making the work architecture visible as a catalyst for subsequent action to improve, measure, monitor, or perform the work. Process maps collectively describe the best known way to do this work currently. As a growing SME, ND needed to have its processes standardized and structured to help in the scaling initiative. An initial set of basic process maps were prepared by the company. Based on this MBA project, these process maps were elaborated, updated and a set of control measures were added to processes. Company policies and business rules were identified as they related to these processes through verification and validation. In addition, the MBA project generated three new processes which were freshly mapped. The impact of updated and new process mapping exercise has been positive; errors and mistakes in production have decreased by over 30percent, damages in shipping reduced by over 80percent and thus customer satisfaction has increased dramatically .