Improving Performance: How to Manage the White Space on the Organization Chart

3.6. Process Level

When we lift the lid and peer inside an organization, the first things we see are the various functions. However, the systems view suggests that this perspective does not enable us to understand the way work actually gets done, which is a necessary precursor to performance improvement. For this understanding, we need to look at processes. Most key dimensions of organization performance result from cross-functional processes, such as order handling, billing, procurement, product development, customer service, and sales forecasting. Chapter Five more fully explores the Process Level; the following is an overview of its three Variables, using Computec as an example.

Process Goals. Since processes are the vehicle through which ...