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Jun 26, 2013© QDT Management Consultants — http://www.qdt.com.au 1
010120_20
The process view of
business
The topic hierarchy
QDT Management Consultants
Making Management Easier
www.qdt.com.au

You will learn about:
 The process view of a business
 The hierarchy of topics that make up a
procedure manual
 The concept of swimming lane charts,
roles and activities
 The colour coding for each topic level

The Process View
A business is a set of interacting processes.
It is not a tree.
It is not set of chiefdoms.

Process view or silo view?
 Silo view is of the departments of the
business
 Shows the departments in the business
and what each one does
 Work of other departments not so visible
 Process view is like the script of a play,
telling the story of the business.
 Shows the communications
 Roles from departments work together

The silo view of business
 People have positions in the company.
 Positions have job descriptions.
 There is a hierarchy. Positions report
to positions within departments.
 There are lists of responsibilities

Silo view
Sales Warehouse
FinanceMarketing

The process view of business
 The business has a set of processes
or main business areas
 Each process has procedures
showing the role interactions
 Team members play roles (like actors
in a play).

Process view
 Roles from
different
areas
cooperate

Process view analogy
 The systems of the human body

 Circulatory

Process view
analogy
 Central
Nervous

 Digestive

Process view
analogy
 Body systems work
together
 Understanding
individual systems is
helpful

Processes
Marketing

Processes
Financial
management

Processes
Sales

Processes
The processes work together

Topic hierarchy &
Swimming lane charts
Derived from
IBM Line of Visibility Enterprise Management (LOVEM) charts
and Information Mapping

The topic hierarchy
 Policy (Purpose, standards, ethics)
 Process (Business area)
 Procedure (Communication and responsibilities)
 Work Instruction and Information
(details for each activity)
 Form and Database (Data)

Policy
 A brief topic:
 Lists standards of the business

Example: ISO 9001, National Privacy
Guidelines
 Has links or references to detailed:

Business rules

Company culture rules

Guidelines

Process set
 The processes of a business

Process
 Sales

Shakespeare play analogy
http://www.shakespeare-online.com/plays/macbethscenes.html

Procedure—activities
Each procedure is a sequence of activities

Procedure—roles
A role performs an activity
Each role has a
swimming lane

Procedure—links
The procedure connects with other procedures

Activity—details
The procedure has brief details of each activity
Activities
1. Interview client and prepare quote
Installation Sales Consultant:
1. Interviews client (see Interview client (new installation) )
2. (If the client has no plan) conducts a site visit (see Conduct site visit for quote)
3. Requests a hazard identification and risk assessment for the project (see Identify
hazard and assess risk)
4. Prepares the quote draft (see Design installation )
5. Sends quote draft to the Sales Administrator for publishing
6. Sends the quote to the Sales Manager for authorisation
2. Publish evaluation
Sales Administrator:
1. Publishes and records the quote (see Publish and record quote )
2. …

Activities
2. …
Links to Work Instructions
Links to detailed work instructions if required

Work Instruction or Information topic
Work instructions give details if required
Information topics give lists and rules
Actions
1. Establish rapport with the client and find out briefly:
 What they want to achieve with the job:
 What climate control
 What space
 What equipment
 What motivates and interests them:
 Appearance
 Sound
 …

Shakespeare play analogy
Activities
2. …

Form and database
Forms for collecting data
Site Quotation
Checklist
14–16 Smith Street, Bendigo, Victoria 3550
PO Box 999, Bendigo Mail Centre, Vic 3554
Telephone 03 5441 1234 Fax 03 5444 12350
Website www.mycomp.com.au E-mail
info@mycomp.com.au
Site address:
Consultant
Client contact name
Relationship to client Client  Architect  Builder  Consultant  Other:
Date and time of site visit / / 20 at : am  pm 
Type of system Fibreglass Batts  Room Aircond  Ducted Heating  Nobo Panels 
Add On Cool  High Wall/Ceiling Cass  Duct Work Kits  Nobo Cass
 Ducted Aircond  Evap Cooling 
Type of building House  Unit  Office  Shop  Factory  Other:

Form and database
Databases store and organise data
(paper lists, spreadsheets, database files)

Topic hierarchy
P o lic y
P r o c e s s
P r o c e d u r e
A c t iv it y A c t iv it y
W o r k I n s t r u c t io n s & I n f o r m a t io n
F o r m s , S p r e a d s h e e t s , D a t a b a s e s
Simplified
view

P o lic y x x x x x x
M o r e p r o c e s s e s . . .
P r o c e s s x x x x x x x
P r o c e d u r e
P r o c e d u r e
. . .
P r o c e d u r e
P r o c e d u r e
. . .

Topic hierarchy
 Colour coding charts and topics
P o lic y x x x x x x
M o r e p r o c e s s e s . . .
P r o c e d u r e
P r o c e d u r e
. . .
P r o c e d u r e
P r o c e d u r e
. . .

Topic hierarchy example
 Process (Financial management)

Procedure (Manage accounts receivable)
 Work Instruction (Receive credit card payment)
 Information (Credit card authorisation numbers)
 Form (Credit card payment receipt)
 Database (Accounts database—MYOB?)

Topic hierarchy example—
TKO
TKO software
http://tko.qdt.com.au
Work instruction W
Information topic N
Procedure P
Form F
Database D
Process C

Topic hierarchy—Confluence
Work instruction W
Information topic N
Procedure P
Form F
Database D
Confluence wiki
http://confluence.qdt.com.au
Process C

QDT Management
Consultants
 Making Management Easier
 Documented business systems—
the only way to set a business owner free!
 Visit our website www.qdt.com.au
 Call us 1 800 605 708

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