Process documentation and improvement-a transition to the IT world

摘要

The paper highlights some of the growth in process managementexperienced by AT&T (UK) during their startup year in the UnitedKingdom, 1995. As Project Manager for their Communications Servicesstartup enterprise and Consultant on Process Development andDocumentation, the author gained insight into the problems of applyingexisting processes from a well documented firm, AT&T (USA), to a newventure, AT&T Communications (UK). In addition, using the `FlowmapProfessional' software developed by Management-NewStyle, we movedAT&T (UK) from a paper environment into the IT world, wherebyprocess documentation could be shared and updated with all processowners over the LAN connecting the various AT&T (UK) offices. Fromthis example we learned of the necessity to progress into a more dynamicenvironment. In this environment involved process owners would not onlyshare files and updates to their processes, but actually create processimprovements and secure customer supplier agreements in a virtual onlineenvironment. Further improvements would lead to dynamic monitoring ofongoing processes. The value of using quality management techniquescoupled with process management documentation was proved conclusively.This experience points out the value gained by rigorously applyingquality management principles to a startup organization. The lessonslearned will benefit AT&T and will benefit process managementprofessionals as they move forward to apply IT systems and applicationsto this management discipline