Process documentation and improvement-a transition to the IT world

The paper highlights some of the growth in process management experienced by AT&T (UK) during their startup year in the United Kingdom, 1995. As Project Manager for their Communications Services startup enterprise and Consultant on Process Development and Documentation, the author gained insight into the problems of applying existing processes from a well documented firm, AT&T (USA), to a new venture, AT&T Communications (UK). In addition, using the 'Flowmap Professional' software developed by Management-NewStyle, we moved AT&T (UK) from a paper environment into the IT world, whereby process documentation could be shared and updated with all process owners over the LAN connecting the various AT&T (UK) offices. From this example we learned of the necessity to progress into a more dynamic environment. In this environment involved process owners would not only share files and updates to their processes, but actually create process improvements and secure customer supplier agreements in a virtual online environment. Further improvements would lead to dynamic monitoring of ongoing processes. The value of using quality management techniques coupled with process management documentation was proved conclusively. This experience points out the value gained by rigorously applying quality management principles to a startup organization. The lessons learned will benefit AT&T and will benefit process management professionals as they move forward to apply IT systems and applications to this management discipline.