Procesos Empresariales: Tipos, Funciones y Métricas

Understanding Processes: Types, Functions, and Metrics

A process is a sequence of steps taken to achieve a goal. In the context of business, processes are used to create value for customers and drive profitability. There are several types of processes that businesses use to manage their operations effectively. In this article, we'll discuss the different types of processes, their roles, and the metrics used to measure their performance.

Types of Processes

Businesses rely on three primary types of processes: core, support, and long-tail. These processes serve distinct purposes and contribute differently to the overall operation of a business.

• Core processes: Also known as primary or value-added processes, core processes are at the heart of the business. They directly generate revenue and create value for customers. Examples of core processes include marketing, sales, production, distribution, and customer service. Core processes are typically structured, well-defined, and managed using enterprise resource planning (ERP), customer relationship management (CRM), or specialized software.

• Support processes: Support processes facilitate the workings of core processes without directly generating revenue or delivering value to customers. These processes are aligned with specific departments, such as HR, finance, and IT. Examples of support processes include recruiting, procurement, request management, and others. Support processes are managed with department-specific software platforms.

• Long-tail processes: Long-tail processes are unique, ad hoc, or custom processes that do not fit neatly into the traditional core and support categorization. They are often found in less structured areas of the business and occur frequently across the organization. Long-tail processes are typically challenging to automate with ERPs or point solutions due to their complexity and lack of definition. To manage and automate these processes, businesses often rely on citizen developers and business technologists who are closest to these processes.

Understanding the Roles of Processes

Each process serves a unique role in driving business success. While core processes focus on generating revenue and providing value to customers, support processes enable these efforts by facilitating the smooth running of the business. Long-tail processes fill in the gaps left by core and support processes, addressing unique needs and requirements that arise within the organization.

Key Performance Indicators (KPIs)

To measure the performance of processes, businesses use key performance indicators (KPIs). These metrics provide insight into the efficiency, effectiveness, and impact of individual processes. Some common KPIs include cycle time, throughput, error rate, cost per unit, and customer satisfaction score. By tracking these metrics, businesses can identify areas for improvement and make informed decisions to optimize their processes.

Conclusion

Understanding the types of processes, their functions, and the metrics used to measure their performance is essential for any business looking to maximize efficiency and profitability. From core processes that generate revenue and value to support processes that facilitate these efforts, to long-tail processes that address unique needs and requirements, each process plays a critical role in driving business success. By monitoring and optimizing these processes, businesses can stay agile, adapt to changing markets, and achieve their strategic goals.