The document discusses the concept of 'Listen to Your Process (LYP)', emphasizing the importance of understanding and diagnosing business processes to ensure they deliver desired outcomes consistently. It compares process assessment to medical diagnosis, advocating for proactive monitoring through metrics to identify and address process variations before they lead to significant issues. The author highlights that effective process management can prevent quality-related losses and improve customer relationships.

1. “Listen to Your Process
(LYP)”
- Valiant Process Assessment
By Sivaraman Sundararajan
Director, BRIZZOFT
Linkedin link : https://www.linkedin.com/in/sivaramansundar/

2. Listen to your process (LYP) 2
Table of Contents
Abstract.................................................................................................................................................................3
1. “Listen to Your Process (LYP)” ....................................................................................................................4
2. Need to Listen to your Process (LYP) ..............................................................................................................5
Why now? ........................................................................................................................................................6
To which Process?.......................................................................................................................................6
3. How to Listen to your Process (LYP)...............................................................................................................7

3. Listen to your process (LYP) 3
Abstract
Each and Every process were designed to deliver the Predefined outcome., while we design
a new process or continuing with current process requires proper know-how of process. In this
article, Author reveals “How to listen to your process?” like an artisan or pot maker does sound
test to check the quality of his products which defines the measurement and qualifying. He also
questions that “Have you ever listen to your process” like doctor does proper diagnosis to his
patients to identify the cause of the problem before treatment.
Keywords: Business Process Re-engineering (BPR), Process Improvement, Process Diagnosis,

4. Listen to your process (LYP) 4
“Listen to Your Process (LYP)”
Everybody knows that “A Process” is the one which transforms the input to the
desired output and the “Operation” is the subset of the Process. A process whether related
to any domains such as healthcare, Manufacturing, Publishing, Telecom, banking,
insurance etc and processing activities such as claim processing, Machining or forming,
Book editing, Customer Care, Retail banking, Insurance claims, etc it follows a subsequent
operations or series of process steps.
The understanding of the process can be ascertained by the process map given by
the customer which can either be devised based on primitive methods, process or product
layout, etc. Is our process is capable of delivering Outputs at desired level all the times?.,
Nevertheless we can expect inferior quality also, in addition to superior quality of output
from the same process., The pertinent question arises here are why the process is failed.
Which influences led for this and why it has happened by ascertaining the
causes/explanations which triggered in variations in desired output.

5. Listen to your process (LYP) 5
What is changing the process?
What is the cause?
Why the same process malfunctions at times?
Why the outcome changed?
Is it Chronic or Sporadic?
Do we know which process parameter has gone wrong and contributed the change in the
process?
2. Need to Listen to your Process (LYP)
While we do trouble shooting or problem solving or process improvement, one
has to do proper analyzing by diagnosing of the process. Doctor prescribes the patients to do
Scanning or tests to understand the detailed root of the problem rather than giving treatment to
the symptoms. For eg., Fever is the Impact of the problem and High Temperature being the
Symptom of the problem. Even though the doctor confirms the problem through the symptom
but the diagnosis never stops in the symptom level instead he evaluates the cause of the
problem. Likewise a process Improvement specialist needs to do proper diagnosis of the
process before prescribing the pill for problem solving.

6. Listen to your process (LYP) 6
Why now?1
We revisit to our process, once there are problems either from the customer end
or internal issues. Those problems would have already created the damage in terms of
monetary loss which we call it us “Cost of Poor Quality” . COPQ is not only loss for you but
also for the customer which would definitely cause a trouble in customer relationship. Future
Business with the customer will also be hampered. Most Companies which are history now
(Non-existence) owing to poor quality subsequently led to cash crunch.
To which Process?
To all the process which has worked in the past but no more, as the customer
needs are ever changing but it should be met from the same process is questionable.

7. Listen to your process (LYP) 7
3. How to Listen to your Process (LYP)
Your process needs a constant monitoring. The Monitoring can be done through
metrics identified based on the past history, special needs from customer and Voice of the
process. Metrics can be classified as leading and lagging metrics. Parameters important to
customers are lagging metrics and the internal process parameter monitoring to be done are
called Leading metrics. These Metrics needs to be updated in Process dashboard and Leader
Dashboard for effective control and monitoring. Monitoring might be a costly affair but these
monitoring will be useful for setting up Benchmarking (Baseline to start before making process
improvement) and over a period, the ROI will be far better than the damage created by shipping
faulty products. It’s kind of proactive measures before our process leads to a disaster. Proactive
Process Monitoring (PPM) will give better control of your process before your process goes
out-of-control and burnout our hard earned profit.

8. Listen to your process (LYP) 8
Dashboard with graphs and pictorial views help us to understand the gap between
desired level Vs Actual level. The gap analysis will help us to either improve our planning or
fine tuning the process to show improvement in actual levels. Brizzoft helps its clients to do
such Business Process Management (BPM) and Process Improvement (PI) Program for both
Monitoring, controlling and Improving the process.