A note to start with: In this article, we simply assume that a person responsible for the process always also has the corresponding page responsibility in the management system and that all pages in a management system are process descriptions.
Wiki-based management systems are a real asset for companies: Thanks to the interactive approach, employees participate, continuously improve process descriptions and collect valuable knowledge in a centrally accessible manner. We are often asked whether this high level of interactivity does not lead to chaos in the management system. To prevent this, Q.wiki requires that each page is moderated by a site owner. He is responsible for approving the content in the management system in each case. Before we describe 7 important tasks of a process manager, we first explain typical requirements for a process manager.
Requirements for site owners
The site owner must be professionally familiar with the process in order to be able to assess whether content adjustments are effective. In addition, it is important that he knows the upstream and downstream processes in order to ensure clearly defined interfaces. In addition, the site owner should have experience in process execution in order to be able to enforce best practices against other process stakeholders.
7 Typical tasks of a site owner
What are the typical tasks of a site owner with regard to the management system?
1. Responsibility for content
The pages in the company wiki should be up to date and correct. Thanks to Q.wiki's interactive approach, suggestions for improvements can be made directly by everyone in the wiki. However, the responsibility for approving these suggestions for improvement typically lies both on the Q.wiki page and in practice with the process owner.
2. Implementation of content approval in the management system
It is a good sign when process owners are asked for content approvals in the wiki — the principle of the interactive management system applies! As a result, processes are continuously improved and best practices are available to everyone. But: Does changing the employee make sense? Does it help improve process goals, description and implementation? To ensure that the descriptions really help in everyday life, it is up to the site owner to review the “discussions” in Q.wiki for these questions and approve, reject them, or return them for revision. The automatic comparison mode between discussion and approved status helps here.
Tip: Our experience shows that it is very motivating for everyone involved when changes are reviewed and approved promptly. This increases the identification of employees with the process and the company and shows that their work and suggestions for improvement are appreciated.
3. Inform about process changes
An important goal of a management system is that all process participants are always up to date, know, apply and actually apply agreed process standards. To do so, you must be aware of changes or be notified of them. When changes are made to process descriptions, it is therefore the task of the process owner to check who should be informed. There are various tools for this, including: reading receipts, meetings, one-to-one conversations, training, chats and e-mail.
Tip: In practice, change communication is often limited to direct participants in the process. Don't forget to inform related processes, i.e. the famous interfaces.
4. Respond to developments in the process environment
Interactive management should serve to structure processes and think less in terms of departments. Each site owner should therefore observe the environment of their process and, if necessary, adapt their own process in such a way that the entire process chain is optimized. Are there changes in upstream or downstream processes? This could be the influence of an IT system change in an upstream process, for example, which results in other transfer points.
5. Create suitable conditions for process makers
The site owner is responsible for process goals, such as consistent output with lower response times. To ensure that these occur with a high degree of probability, process operators should have suitable framework conditions. The site owner should therefore ensure, among other things, that the descriptions enable the implementing staff to carry out the process easily — and in line with the process goals.
6. Monitor the process
A systematic improvement of the process through the involvement of employees makes the work of a process manager much easier. In the last instance, he is still the one who must measure and monitor the process in an appropriate manner in order to be able to intervene if necessary.
Tip: For this purpose, suitable indicators, their survey cycle and their intervention limits can be integrated into the process description.
7. Assess process risks
The site owner knows both his own process and the environment very well and constantly keeps an eye on both. It is therefore obvious that he should also recognize the risks that may arise in or through a process and react accordingly. If, for example, an auditing process step is omitted in the sales process, this can lead to incorrect contracts in the billing. Corresponding process risks should be identified, reported and assessed by or with process owners.
Tip: The process description and risk assessment are ideally integrated. In Q.wiki, you can seamlessly report risks to the process.
Change in process responsibility in an interactive management system
We know that setting up a management system often raises questions about exactly these responsibilities and tasks of a site owner. How you interpret the role and what exactly changes depends heavily on the previous approach in your company.
The most important change that an interactive management system brings: The involvement of employees and the clarity offered by an integrated management system usually makes the work of the process manager significantly more effective. At the same time, the quality and timeliness of process descriptions are increasing and thus add value to employees' everyday lives.
Maintaining order in the company wiki — how does that work?
How do I structure processes clearly?
How do I use Q.wiki effectively in everyday life?
In the following testimonials, you will find out how we support companies on their way to active process and quality management. Get inspired and discover how Modell Aachen can help your company succeed as well.
“Q.wiki was a key success factor in the rollout of our new SAP business platform.”
“With the introduction of Q.wiki, we have moved away from dusty QM documentation and towards an interactive and accepted management system.”
“Great company presence, very good product, competent staff and very pleasant and interesting training courses.”
“The introduction of Q.wiki was a milestone in the digitization of processes in our company.”
“In the past, regulatory processes and the like were a necessary evil. Now there is real added value for the workforce.”
“With Q.wiki, we have made a U-turn from a rigid data management system to an interactive orientation platform.”
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