Operating process


The operational process is the input of a series of activities that are mutually related to generate a final result.

First of all, operational processes are known as key processes within a company. They are considered key processes because they directly influence customer satisfaction or dissatisfaction.

In addition, operational processes form the value chain of a company. All these processes consume resources and with them the goods and services that are directed to the clients to satisfy their needs are formed. These processes are valued by shareholders and clients.

Why are they considered key processes?

Of course, the operational processes within a company are considered key processes because they directly affect the degree of customer satisfaction. Therefore, they allow companies to relate to their consumers or customers.

They add value to customers. Consequently, its correct implementation will directly depend on the performance and profitability of the company.

The fundamental reasons why these operational processes are important to a company are:

  • They influence customer satisfaction.
  • The profitability and success of the company depends on them.
  • They add value to customers.
  • They support other types of processes that are implemented in the company.

For all this, it is recommended that all operating processes are well identified and controlled. It is convenient to improve them continuously, because the proper functioning of the organization will depend on them.

Operational process or
key process

Without a doubt, operational processes are vital for any organization. However, they are different for each company and depending on their size, some will have more and others less. Operational processes cannot be considered as something unique or definitive. They should always be adapted and updated to better respond to customer requirements.

As we indicated previously, each company uses different operational processes.

Example of operational processes

We will present two examples of an operational process. The first, for a food company. While the second will describe the process carried out by a computer company.

Company that buys and sells food

The operational processes that it applies are the following:

1. Customer order application process

Analyze the needs of customers according to the products it sells.

2. Purchase process

In this process, the products requested by customers and which the company does not have available for sale are purchased.

3. Production process

This process includes the preparation of the orders that will be delivered to the customer.

4. Delivery process

It is when the orders requested by customers are delivered.

5. After-sales service process

Doubts, complaints, claims or any customer disagreement are addressed, after the product has been delivered.

Company that offers computer services

In the case of an IT services company, its operational processes are as follows:

1. Customer order application process

The technological needs of the client are analyzed as application, functionality and any other requirement.

2. Production process

The required hardware and software applications are designed and developed.

3. Product delivery process

The computer application is delivered to the client, for this, the installation on the server and the tests that guarantee its proper functioning are carried out.

4. After-sales process

Doubts, concerns and faults that the implemented solution may present will be addressed. This service requires the company to offer a guarantee on the designed computer development.

Important operational processes for any company

It should be noted that, although each company applies different operating processes, we can mention some that are decisive:

1. Marketing and sales

First of all, the marketing process has to do with the design, development and delivery of the final product to the sales department. The product must be made according to the consumer's needs. The sales process is responsible, in general, for marketing the product.

2. Product development and delivery

Second, we find the process of developing and delivering the good or service that customers request. The process can start with the acquisition of inputs and raw materials. Continuing with the manufacturing process and ending with the delivery of the product to the customer. Throughout this process, customer expectations must be taken into account.

3. Billing and collection process

Third, when the company finds buyers for its products, the billing process begins. The purpose is to generate the commitment documents for the payment of the products sold and delivered. It is convenient to keep an adequate control so that this process is carried out in the established time and manner. This to maintain the adequate financial performance of the company.

4. Customer service

Finally, customer service allows you to address any questions, concerns or problems that customers may present. The process must give a quick and effective response to buyers, therefore the appropriate controls must be maintained.

Characteristics of an operational process

The main characteristics of an operational process are:

  • Operational processes transform all inputs into outputs or final product, making use of resources.
  • The processes are dynamic, so they could change and be improved. They are also operated and managed.
  • Every operating process seeks to achieve a final result.
  • They focus on meeting the needs of customers and all stakeholders that relate to the company.
  • The activities that are carried out and related in a process can be done by people who belong to different departments of a company. But all must be done seeking to achieve common goals.

Advantages of implementing operational processes

The main advantages obtained by a company that properly applies its operational processes are:

  • It manages to make more efficient use of scarce resources.
  • Helps make decision-making easier,
  • In the improvement process, activities that do not add value can be eliminated.
  • They make it possible to reduce the time needed for each operation or activity.
  • It manages to keep satisfied customers.
Operating process

Finally, we can conclude by stating that it is crucial for companies to have their operating processes clearly identified and controlled. Since these processes generate value and affect the final result, which is the product delivered to the customer. Each company applies its operational processes differently, taking into account its availability of resources. Both human, technological, economic and material resources.

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