Example Process MatrixPage 1 of 4

© Copyright 2004 Craig Cochran

Process / Process Owner(s) / Activities / Inputs / Outputs / Documentation / Method of process monitoring / Criteria for effectiveness
1. Business Planning / General Manager /
  • Risk Analysis
  • Strategic planning
/
  • Environmental risks
  • Market research
  • Customer feedback
  • Organizational vision
  • Past experience
/
  • Business plan
  • Key measures
  • Communication plan for both
/ MGT-100-01 /
  • Internal audit
  • Business review meetings
/
  • Achievement of business plan
  • Improvement of key measures
  • Net income

2. Market research & marketing / Director of Sales /
  • Explore new product opportunities
  • Set pricing
  • Develop marketing
  • Publish sales literature
/
  • Market research
  • Innovation
  • Competitive data
  • Industry benchmarking
/
  • Pricing
  • Design inputs
  • Marketing media
/ MKT-100-01 /
  • Internal audit
  • Business review meetings
/
  • Revenue growth
  • Net income

3. Design & Development / R&D Manager /
  • Understand market needs
  • Plan design activities
  • Review design progress
  • Verify & validate designs
  • Communicate design info
  • Maintain design documents
/
  • Design inputs
  • Creativity
  • Past designs
/
  • Engineering drawings
  • Product specifications
/ MGT-100-02 /
  • Internal audit
  • Business review meetings
/
  • % of revenue from products less than 1 year old
  • Net income

4. Order fulfillment / Director of Sales /
  • Providing product info
  • Quoting
  • Booking & reviewing orders
  • Communicating requirements
/
  • Sales literature
  • Pricing schedules
  • Customer needs
/
  • Customer orders
  • Clearly defined requirements
/ CS-200-01 /
  • Internal audit
  • Weekly staff meeting
/
  • % on-time delivery
  • Revenue growth
  • Net income

5. Inbound process / Logistics Mgr /
  • Select suppliers
  • Communicate requirements
  • Place orders
  • Evaluate supplier performance
  • Verifying incoming product
  • Ensuring labeling
  • Warehousing
  • Material handling
/
  • P.O. requisitions
  • Supplier references
  • Organizational needs
/
  • Purchased products
  • Damage-free handling & storage
/ MGT-100-03 /
  • Internal audit
  • Weekly staff meeting
  • Business review meetings
/
  • Average unit cost by commodity
  • % on-time delivery
  • Net income

6. Product realization
[NOTE: there may be multiple realization processes, depending on the diversity of activities involved] / Production Mgr /
  • Scheduling production
  • Performing OJT
  • Producing product/service
  • Verifying product
  • Calibrating all measuring equipment
  • Providing feedback
/
  • Customer orders
  • Delivery dates
  • Raw materials
  • Supplies
  • electricity
  • Human resources
  • Tools & equipment
  • Product specifications
  • Engineering drawings
/
  • Final product
  • Inspection data
  • Certificates of Analysis
/ PRD-200-01
PRD-200-02
PRD-200-03
PRD-300-01
PRD-300-02
PRD-300-03 /
  • Internal audit
  • Line checks
  • Product inspections
  • Business review meetings
  • Weekly production roundup
/
  • % on-time delivery
  • Average unit cost by product line
  • Net income

7. Control of nonconforming product / Production Mgr /
  • Identifying nonconforming products
  • Determining Dispositions
  • Taking corrective actions
/
  • Inspection criteria
  • Procedure for control of nonconforming products
/
  • Dispositions
  • Corrective actions
/ PRD-200-04 /
  • Internal audit
/
  • Complete adherence to procedure

8. Outbound process / Logistics Mgr /
  • Packaging
  • Labeling
  • Warehousing
  • Material handling
  • Scheduling pickups
  • Shipping
/
  • Final product
  • Delivery dates
  • Packaging materials
  • Labels
  • Trucking services
/
  • Delivered product
  • Damage-free handling & storage
/ MGT-100-04 /
  • Internal audit
  • Business review meetings
/
  • % on-time delivery
  • Net income

9. Customer satisfaction / Director of Sales /
  • Develop tools for gauging perceptions
  • Capturing feedback
  • Analyzing results
  • Taking action
/
  • Field report forms
  • Field report schedules
/
  • Customer feedback
  • Trends
  • Prioritized opportunities
/ CS-200-02 /
  • Internal audit
  • Business review meetings
/
  • Revenue growth
  • Net income

10. Business review / General Manager /
  • Reviewing implementation of business plan
  • Monitoring progress on key measures
  • Analyzing all other required inputs
/
  • Business plan
  • Performance data
  • Key measures
  • Analysis skill
/
  • Preventive actions
  • Business plan revisions
  • Strategic decisions
/ MGT-100-05 /
  • Internal audit
/
  • Achievement of business plan
  • Improvement of key measures
  • Net income

11. Human resource process / HR Mgr /
  • Determining competency requirements
  • Recruiting
  • HR policies
  • Organizational communications
  • Mediating conflict
  • Ensure training
  • Ensure legal compliance
/
  • Organizational needs
  • Business plan
  • Personnel requisitions
  • Job descriptions
/
  • Trained personnel
  • Legal compliance
/ MGT-100-06 /
  • Internal audit
  • Business review meeting
/
  • Employee retention rate
  • Net income

12. Maintenance process / Production Mgr /
  • Develop PM schedules
  • Perform scheduled maintenance
  • React to breakdowns
  • Install new equipment
/
  • Manufacturer recommendations
  • Predictive analysis
  • Skilled maintenance personnel
  • Supplies and materials
  • Spare parts
/
  • Timely repairs
  • Preventive maintenance
/ PRD-200-05
PRD-200-06
PRD-200-07 /
  • Internal audit
  • Weekly production roundup
  • Business review meetings
/
  • Hours of downtime per week
  • Net income

13. Internal auditing / QA Manager /
  • Scheduling audits
  • Training auditors
  • Performing audits
  • Reporting results
  • Ensuring corrective action
/
  • Past performance
  • Process criticality
  • Trained auditors
  • Top management leadership
/
  • Corrective actions
  • Positive practices
  • Wide communication of results
/ MGT-100-07 /
  • Internal audit
  • Business review meetings
/
  • Net income
  • Improvement of key measures

14. Corrective & preventive action / QA Manager /
  • Training on problem solving
  • Administering CA/PA database
  • Assigning ownership
  • Tracking issues to completion
  • Verifying effectiveness
/
  • Existing problems
  • Ideas
  • Potential problems
  • Trends
  • Data
/
  • Solutions
  • Improvements
  • Innovations
  • Revised procedures
/ MGT-100-08 /
  • Internal audit
  • Business review meetings
/
  • Complete adherence to procedure
  • Net income
  • Improvement of key measures

15. Compliance management / QA Manager /
  • Determining legal issues
  • Analyzing safety hazards
  • Analyzing environmental impacts
  • Developing actions to minimize hazards and impacts
  • Ensuring crisis mgt plan
  • Maintaining regulatory compliance
/
  • Laws
  • Regulations
  • Risks
  • Community concerns
/
  • Preventive actions
  • Legal compliance
/ ENV-100-01
SAF-100-01
EMG-100-01 /
  • Internal audit
  • Business review meetings
/
  • $ of workman’s comp expenditures
  • Notices of violations
  • Complete adherence with emergency response plan

16. Document & record control / QA Manager /
  • Ensuring availability of documents
  • Facilitating revision of documents
  • Disposal of obsolete docs
  • Maintenance of records
/
  • Process needs
  • Competency of personnel
  • Computer media
  • Degree of product complexity
  • Legal requirements
/
  • Procedures
  • Policies
  • Timely revisions
  • Retrievable records
  • Available instructions
/ MGT-100-09 /
  • Internal audit
/
  • Complete adherence with procedure