Process-Wise

What is the most important process implemented in your business?

Think of that one that defines the outputs of your business and for which the tolerance for mistakes is low.  When we talk about end-to-end processes, we refer to the full life-cycle of a process, from beginning to end. This means that we are interested in  tracing its digital inception, such as when data is entered (order placed) through each consecutive step that is triggered until its end (order delivered).  We would also take care to consider other processes that act as inputs or dependencies to the primary steps under consideration. Why?  Because they integrate into what is produced and they don't exist in isolation. If they produce wrong inputs, this will impact the primary process under review. Errors that occur in a process will impact its outputs. This includes anything from the tangible products to the exact receivable/payable accounts.

 

How many times a day is this process repeated? How many people are involved in implementing it?

The higher the number of your responses to these two questions, the higher the likelihood that an error can occur. The standard procedure is to require the oversight and verification of a person  before moving the item onto the next step. For example, if a customer erroneously enters an order for 500 cow hides, instead of 5. A person or a program would have to flag the order as one that it is higher than the expected threshold. This would avoid staff scrambling to acquire hundreds of extra hides that are not needed and would end up being refunded. 

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Even with error checks, consistency hinges on one key factor: documentation.

 

Is the process documented? 

If the process is not documented, staff learning to implement the process will be subject to variability in how they are verbally instructed. After all, how often do we learn something from hearing about how to do it the first time through. This also makes how the process is learned and subsequently implemented susceptible to inconsistency. Another factor to consider is whether you have a high rate of turnover.

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Having clear, written instructions that detail every important aspect of the process will help your staff to implement precisely the steps that are needed, in precisely the time and manner that is required. Otherwise,  issues relating to consistency and accountability may arise.

 

What are the consequences of errors at any one step?

The answer to this final question will define the monetary ramifications of having to take time and staff effort to address the issues that come up at any one step. It is easier to make an effort to have each step in the process implemented correctly (or to have controls in place that will flag them) than to address issues further down the line.​

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In the end, the most important process in your business deserves your constant attention—not just because it keeps things running, but because even the smallest error can ripple into major setbacks. By identifying that process, understanding its dependencies, documenting each step, and implementing effective checkpoints, you create a foundation for consistency, accountability, and long-term success. In a world where efficiency and precision can make or break customer trust and profitability, getting your core processes right isn’t just good practice—it’s essential. 

 

Proactive control is more cost-effective than reactive correction.