Process

The term “process” refers to linked activities with the purpose of producing a product or service for a customer (user) within or outside the organization. Generally, processes involve combinations of people, machines, tools, techniques, and materials in a defined series of steps or actions. In some situations, processes might require adherence to a specific sequence of steps, with documentation (sometimes formal) of procedures and requirements, including well-defined measurement and control steps.

In many service situations, particularly when customers are directly involved in the service, process is used in a more general way, i.e., to spell out what must be done, possibly including a preferred or expected sequence. If a sequence is critical, the service needs to include information to help customers understand and follow the sequence. Service processes involving customers also require guidance to the providers of those services on handling contingencies related to customers’ likely or possible actions or behaviors of those served.

In knowledge work such as strategic planning, research, development, and analysis, process does not necessarily imply formal sequences of steps. Rather, process implies general understandings regarding competent performance such as timing, options to be included, evaluation, and reporting. Sequences might arise as part of these understandings.

In the Baldrige Scoring System, process achievement level is assessed. This achievement level is based on four factors (A-D-L-I) that can be evaluated for each of an organization’s key processes: Approach, Deployment, Learning, and Integration. For further description, see the Scoring System.

See also: Process as a Scoring Evaluation Dimension.

Go to related Baldrige Application Information Capture and Response Templates (click to access):

• Key Value Delivery Processes and Requirements

• Key Support Processes and Requirements

Go to related Baldrige Best Practices (click to access):

• Process Management System

• Key Processes Determination Process

• Process Requirements Determination Process

• Process Design, Development, and Delivery Process

• Process Control Process

• Process Implementation Process

• Process Simplification Process

• Improvement Action Process

• Supplier and Partner Management Process

The Term "process" appears in the Baldrige Criteria in the following locations: