System Model. All organizations seek to create a demand – even non-profit organiza-
tions. All organizations seek to fulfil the demand, again even non-profit organizations
and all organizations need resources to create and fulfil the demand and therefore have
a resource management process. Finally all organizations have a purpose and a mission,
even if it is not well defined, and seek to develop and improve their capability and their
performance so as to achieve their mission; thus all organizations have a mission man-
agement process. This is of course at a very high level. The differences arise within the
detail of each business process.
Whilst the purpose of these processes might be the same, the structure of them may well
be different for each organization but a pattern of actions has emerged that can be
used to flush out the information necessary to design these processes. Who or which
function performs these activities is not important; in fact, letting the function get in
the way, often changes the outcome such that instead of developing a process-based
management system, you end up with a function-based management system that simply
mirrors the organization structure.
Establishing the goals
Every organization has goals or what it wants to achieve, how it wants to be perceived and
where it is going. These goals are often formed by looking both inwards and outwards,
and are expressed relative to the needs and expectations of stakeholders or benevolent
Purpose, mission and vision
The first step is to clarify the organization’s purpose, mission and vision.
Purpose is clarified by top management confirming why the organization exists or for
what purpose it has been established such as to exploit the gap in the market for per-
Mission is clarified by top management confirming the direction in which the organ-
ization is current proceeding such as to provide personal communicators that are high
on reliability, security, safety and data accessibility.
Vision is clarified by top management confirming what they want the organization to
become in the years ahead, what they want it to be known for or known as such as being
a world class brand leader in personal communications.
Values are confirmed by top management expressing what they believe are the funda-
mental principles that guide the organization in accomplishing its goals, what it stands
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