Systems Refresher


A system is parts that work together and every management system comprises the following parts:
1. Policy and objectives (these drive the system in a certain direction)

2. Organization and responsibilities (shows who is accountable)

3. Interacting processes (the complex web of our work)

4. Data (potentially the knowledge accumulated by using the system)

Of these parts, item 3 (interacting processes) is the most difficult to understand and is worthy of a more detailed explanation. All processes are work, some of which add value. To further simplify this we use three terms when talking about business processes. These terms are core process, support processes and key processes.


Core Process

This is the large process that begins with identifying customer needs and ends with receiving payment. For example: Marketing > Selling > Designing > Producing > Storing > Delivering > Invoicing. Each company's core process includes key processes (see below).


Support Processes

These are essential for maintaining the core process. For example: corporate planning, recruiting, training, filing, archiving, auditing and purchasing.

Usually support processes include some processes that do not need to be defined and other processes that benefit the business by being defined within a computer system or on paper. These are the key processes (see below).

Key Processes

A key process benefits the organization by being defined on paper or within a computer system. In deciding what is key be guided by what is in system standards or models like ISO 9001 or ISO 14001 and by what is vital to the success of the business. Two tests can help you to decide if a process is key:

A. Adverse Impact Test – a process is “key” if failure to consistently and effectively control it would stop you from meeting important goals such as delivering quality, being safe or complying with the law.


B. Reversibility Test – a process is “key” if, when it operates out of control the outcome cannot easily be reversed or corrected.