A abordagem por processos

Alguns trechos sobre processos, retirados do livro "The Agenda - What Every Business Must Do to Dominate the Decade" de Michael Hammer , o capítulo 4 "Put Processes First" pode ser encontrado em parte aqui.

O importante é o todo! Primeiro a organização, depois os processos.

"Process is the way in which the abstract goal of putting customers first get turned into its practical consequences."

"Since we are living in a customer-driven world, it would seem natural for companies to orient themselves around what customers care most about. But a moment’s reflection reveals that customers aren’t at all interested in the activities toward which companies devote most of their managerial energies: the annual budget, the organization chart, the executive succession plan, the compensation program. At most these are only means to an end. Customers care about one thing only: results."

"From the customers’ point of view, a company exists only to create value for them, to provide them with results. Yet in far too many companies, the actual creation and delivery of customer value is not the responsibility of any particular individual. "

"Process is a word now widely used in the business world but often incorrectly. Put most simply, processes are what create the results that a company delivers to its customers. Process is a technical term with a precise definition: an organized group of related activities that together create a result of value to customers. Each word here is important. A process is a group of activities, not just one. For example, filling an order is a process comprised of many activities—receiving and recording the order, checking the customer’s credit, allocating inventory, picking and packing goods, planning the shipment, and making the delivery. No single task creates the desired result. Value is created by the entire process in which all these tasks merge in a systematic way for a clear purpose."

"Finally, processes are not ends in themselves. They have a purpose that transcends and shapes all their constituent activities. We don’t perform order fulfillment to keep ourselves busy; we do it to create the result—goods delivered as requested—that customers care about."