Understanding and refining the sequence of actions that constitute the process that delivers value to the customer is the focus of the change activity. The flow direction toward the customer is important. Recycle for rework or iterative study is not flowing toward the customer. This principle also suggests that effective business management must go beyond objectives or results. It must also focus on managing the process used to assure consistent results.
Process management is aimed at providing alignment of purpose and action within an organization.
In some businesses, it strives to maximize standardization in providing value. In others, it may offer consistency of purpose within a more flexible, organic approach. Effective process management develops processes to operate the business rather than providing instructions to solve immediate problems. It develops a clear shared understanding of the process flow, responsibilities, and ownership. Focus on the customer's view of product value.