Digitize Process Management according to Deming's PDCA cycle.
Modelize your process
Plan in
eGAM
Run the process
Control the process
Analyzes the process
Improve the process
eGAM
makes it easier for you to put your PDCA cycle into practice with the help of ITCs, but your intelligence and know-how are essential, and that of your team, so that the Continuous Improvement of your organization becomes a reality.
Let's start with a Process
Let's define Tasks
Determine Responsible Persons and Deadlines by Default
Any organization to add value requires executing a series of processes, which will depend on its mission and purpose. We could illustrate the operation of
eGAM
with any process, but given the choice, and given that all organizations we owe it to our customers, we are going to choose a Customer Complaints and Claims Management Process to illustrate how
eGAM
works.
Now is the time to define our Complaints Management model and the Actions (tasks) to deal with them. Let's imagine a simple process like the one on the left in which four tasks (in orange) and a decision rule (in blue) have been defined. It is advisable to represent the process graphically, although it is not essential.
Once the tasks are defined, we determine the predefined responsible users, as well as the task resolution deadlines (not essential). We can use any tool to perform the graphic representation. The example has been made with MS Office.
Any organization to add value requires executing a series of processes, which will depend on its mission and purpose. We could illustrate the operation of
eGAM
with any process, but given the choice, and given that all organizations we owe it to our customers, we are going to choose a Customer Complaints and Claims Management Process to illustrate how
eGAM
works.
Now is the time to define our Complaints Management model and the Actions (tasks) to deal with them. Let's imagine a simple process like the one on the left in which four tasks (in orange) and a decision rule (in blue) have been defined. It is advisable to represent the process graphically, although it is not essential.
Once the tasks are defined, we determine the predefined responsible users, as well as the task resolution deadlines (not essential). We can use any tool to perform the graphic representation. The example has been made with MS Office.
Once the Process has been identified and the Sequence of Actions (Tasks) has been defined, we go directly to
eGAM
to parameterize the procedure associated with said matter, in a very intuitive and agile way.
Register the Process (34 seconds)
Generate the Procedure (22 seconds)
… and if I need to include an explanatory document?
... and if I want a task to be executed periodically?
... and can I have tasks dependent on others?
… and when do I need flexibility?
… and if the execution of a task depends on data external to eGAM?
eGAM
is designed so that the configuration of processes is very agile and intuitive. Continuing with the example, we are going to configure the Customer Complaints Process seen previously. So that you can see how simple it is, in the video on the right we show you how it would be done.
In the example above we have a Process without Predefined Tasks (Procedure). Now, in the video on the left we illustrate how simple and intuitive it is to configure a Procedure (Predefined Tasks) associated with a Process. In this way, when it is necessary to execute said process,
eGAM
automatically distributes the predefined tasks to the responsible for executing them.
eGAM
also allows me to associate by default both a process and a task of the same, any file office automation (for example, instructions in .doc, .ppt, video, etc.).
For when you have periodic tasks,
eGAM
allows you to determine the frequency of repetition and configure that at the conclusion of a task, the next iteration is automatically generated on the scheduled date.
eGAM
offers you the possibility to configure dependency rules, so that when you need a task not to be activated until certain circumstances occur, you can automate it.
Working by Procedure is fine, but sometimes unforeseen situations arise that require non-predetermined actions. For these situations,
eGAM
provides the possibility of generating additional tasks at execution time, for certain profiles of access.
eGAM
offers the possibility to associate threads to a task. To understand the concept of thread, let's give an example. Let's imagine that in order to send the products to our client we have set ourselves a task that is to know if the client has outstanding economic debts with us. We can associate a thread to the task that is to access the ERP data and consult the invoices pending payment.
eGAM
is designed so that the configuration of processes is very agile and intuitive. Continuing with the example, we are going to configure the Customer Complaints Process seen previously. So that you can see how simple it is, in the video on the right we show you how it would be done.
In the example above we have a Process without Predefined Tasks (Procedure). Now, in the video on the left we illustrate how simple and intuitive it is to configure a Procedure (Predefined Tasks) associated with a Process. In this way, when it is necessary to execute said process,
eGAM
automatically distributes the predefined tasks to the responsible for executing them.
eGAM
also allows me to associate by default both a process and a task of the same, any file office automation (for example, instructions in .doc, .ppt, video, etc.).
For when you have periodic tasks,
eGAM
allows you to determine the frequency of repetition and configure that at the conclusion of a task, the next iteration is automatically generated on the scheduled date.
eGAM
offers you the possibility to configure dependency rules, so that when you need a task not to be activated until certain circumstances occur, you can automate it.
Working by Procedure is fine, but sometimes unforeseen situations arise that require non-predetermined actions. For these situations,
eGAM
provides the possibility of generating additional tasks at execution time, for certain profiles of access.
eGAM
offers the possibility to associate threads to a task. To understand the concept of thread, let's give an example. Let's imagine that in order to send the products to our client we have set ourselves a task that is to know if the client has outstanding economic debts with us. We can associate a thread to the task that is to access the ERP data and consult the invoices pending payment.
Continuing with the Deming PDCA cycle, the time has come for the DO (Do), and for this
eGAM
maintains the task agenda of each person, while facilitating the documentation and registration of everything relevant to their execution, including consumption of resources. And for issues that are worked on in groups,
eGAM
acts as repository and channel for communications between the people involved according to the hierarchies established in your organization.
What tasks do I have and when?
Is there any news?
Do I want to attach an email as evidence of a task?
Can I talk about a matter?
What if I want to attach a file or a photo?
And do I have to enter eGAM to attach a file?
As soon as you access
eGAM
, it presents you with the ACC (Activities Control Center) where you will find your recent activity, your pending activity ordered by deadlines, as well as any news in relation to the active processes (Issues and Tasks) in which you are involved because you have been assigned tasks or because you have delegated them to other people.
We all like to know about news that affects us immediately, but we are uncomfortable with invasive ads that can distract our attention. To do this,
eGAM
has a "Non-Invasive" notification system so that you can consult the news regarding to your hierarchical position, when you consider appropriate. If you require immediacy you can configure instant alerts.
eGAM
puts at your disposal a utility "
eGAM
" with which you will achieve that when requesting the sending of an email from a task
eGAM
will archive automatically. with the only condition that the mail server uses the IMAP protocol.
For internal communications
eGAM
offers you an internal means of communication much more agile than email and also linked to the running process in question (Subject). You can establish "chat-type" communications from a task with the Issue Manager privately, or in a shared manner with all those involved in an issue.
For when you need to demonstrate the completion of a task with a document or photo, you just have to drag the file to the subject or task where you want to save it and
eGAM
will file it for you and the news will be shared with the people involved.
If you prefer to work from a customized form by you, to access from a tablet or smartphone,
eGAM
offers you the possibility that when you associate a file to the form, it is automatically attached to the subject
eGAM
caused by the input of data.
As soon as you access
eGAM
, it presents you with the ACC (Activities Control Center) where you will find your recent activity, your pending activity ordered by deadlines, as well as any news in relation to the active processes (Issues and Tasks) in which you are involved because you have been assigned tasks or because you have delegated them to other people.
We all like to know about news that affects us immediately, but we are uncomfortable with invasive ads that can distract our attention. To do this,
eGAM
has a "Non-Invasive" notification system so that you can consult the news regarding to your hierarchical position, when you consider appropriate. If you require immediacy you can configure instant alerts.
eGAM
puts at your disposal a utility "
eGAM
" with which you will achieve that when requesting the sending of an email from a task
eGAM
will archive automatically. with the only condition that the mail server uses the IMAP protocol.
For internal communications
eGAM
offers you an internal means of communication much more agile than email and also linked to the running process in question (Subject). You can establish "chat-type" communications from a task with the Issue Manager privately, or in a shared manner with all those involved in an issue.
For when you need to demonstrate the completion of a task with a document or photo, you just have to drag the file to the subject or task where you want to save it and
eGAM
will file it for you and the news will be shared with the people involved.
If you prefer to work from a customized form by you, to access from a tablet or smartphone,
eGAM
offers you the possibility that when you associate a file to the form, it is automatically attached to the subject
eGAM
caused by the input of data.
If it is not measured (quantitatively and/or qualitatively) how our processes behave compared to what is expected, it is difficult to analyze them, and if they are not analyzed we will not be able to learn from our mistakes and successes; consequently we will not be able to activate actions for continuous improvement.
how are my processes progressing?
Are the deadline objectives met?
only deadline goals?
And can I automate the execution of Contingency Plans?
Can I generate my own reports?
If you are the highest authority in a case of execution of a process (matter),
eGAM
will help you to keep informed in real time of the progress in relation to the tasks delegated to other people.
An important aspect to control is the efficiency in the execution of the processes in terms of Target Dates for Closing tasks vs. Actual dates. You can have this metric available at all times and, if required, act accordingly in real time.
You can also control any consumption of resources, for example hours used, costs,... in general any unit of consumption. You can assign a consumption goal both in the established procedure and edit it in running tasks, whether or not they come from a preset procedure. From here, from eGAM you can control theoretical vs. real.
eGAM
offers you the possibility of configuring alarms so that when certain circumstances occur, the process is activated that you have determined, automatically and with the tasks predefined by you in the procedure in question.
eGAM
provides you with a series of standard reports to present you with the information related to the queries you need. If the standard is not enough for you, you have several options: design your own report, export data to Excel, or with the appropriate permissions, access the Database to set up your own queries.
If you are the highest authority in a case of execution of a process (matter),
eGAM
will help you to keep informed in real time of the progress in relation to the tasks delegated to other people.
An important aspect to control is the efficiency in the execution of the processes in terms of Target Dates for Closing tasks vs. Actual dates. You can have this metric available at all times and, if required, act accordingly in real time.
You can also control any consumption of resources, for example hours used, costs,... in general any unit of consumption. You can assign a consumption goal both in the established procedure and edit it in running tasks, whether or not they come from a preset procedure. From here, from eGAM you can control theoretical vs. real.
eGAM
offers you the possibility of configuring alarms so that when certain circumstances occur, the process is activated that you have determined, automatically and with the tasks predefined by you in the procedure in question.
eGAM
provides you with a series of standard reports to present you with the information related to the queries you need. If the standard is not enough for you, you have several options: design your own report, export data to Excel, or with the appropriate permissions, access the Database to set up your own queries.
Once the information is available to compare Objectives vs. Results, it is time for Analysis to find the appropriate explanations that cause the consequent Continuous Improvement Actions.
eGAM
allows you to analyze the performance of your processes from a global perspective to detail.
Process Analysis
Analysis by Subject
Task Analysis
Analysis by Employee, by Client, by Supplier, by Product, ….
If you need to carry out an analysis by Processes,
eGAM
allows you to make the appropriate selections, the temporal dimensions you need , and in general that you personalize the queries to be made.
eGAM
will make available to you the situation of all cases of execution of such process/s to that you have exactly the information and documentation required for your analysis.
If what you are concerned with is analyzing a certain case of execution of a process (Subject),
eGAM
facilitates its location and monitoring, as well as access to all the information available depending on your access permissions. And if you prefer a "hot" analysis, you can configure
eGAM
to notify you of eventualities that you are interested in analyzing
For those cases in which you consider it necessary to carry out a more in-depth analysis, task by task (own or delegated),
eGAM
facilitates the location of the task/s to be analyzed, access to the evidence of activity, the results, as well as the objectives.
eGAM
provides you with other ways of accessing information so that you can proceed with the analysis of segmented content by combining any field characterizer of the cases of execution of the processes; (Employee, Department, Client, Supplier, Partner, etc) … even the custom fields that you have configured in your organization.
If you need to carry out an analysis by Processes,
eGAM
allows you to make the appropriate selections, the temporal dimensions you need , and in general that you personalize the queries to be made.
eGAM
will make available to you the situation of all cases of execution of such process/s to that you have exactly the information and documentation required for your analysis.
If what you are concerned with is analyzing a certain case of execution of a process (Subject),
eGAM
facilitates its location and monitoring, as well as access to all the information available depending on your access permissions. And if you prefer a "hot" analysis, you can configure
eGAM
to notify you of eventualities that you are interested in analyzing
For those cases in which you consider it necessary to carry out a more in-depth analysis, task by task (own or delegated),
eGAM
facilitates the location of the task/s to be analyzed, access to the evidence of activity, the results, as well as the objectives.
eGAM
provides you with other ways of accessing information so that you can proceed with the analysis of segmented content by combining any field characterizer of the cases of execution of the processes; (Employee, Department, Client, Supplier, Partner, etc) … even the custom fields that you have configured in your organization.
The output of any review exercise and analysis of evidence and results of a Process Management System must include Actions, Decisions and/or Projects aimed at the Continuous Improvement of the System.
eGAM
facilitates both the review exercise and analysis of the system as well as the launch and control of any improvement initiative resulting.
Runtime Improvement
Continuous Improvement
For those situations that may occur in Running Processes that require it,
eGAM
allows you to propose Hot Actions Improvement, assigning responsibilities to whom appropriate and deadlines, ensuring timely and accurate delivery of your feedback to employees according to their level of responsibility.
If your organization periodically practices a Management Review of the effectiveness and efficiency of the Management System, apart from being able to plan its implementation,
eGAM
makes it easier for you to launch the Actions and/or Projects for Continuous Improvement resulting from the-Review, according to a pre-established procedure, or by generating actions to be carried out at the same time.
For those situations that may occur in Running Processes that require it,
eGAM
allows you to propose Hot Actions Improvement, assigning responsibilities to whom appropriate and deadlines, ensuring timely and accurate delivery of your feedback to employees according to their level of responsibility.
xIf your organization periodically practices a Management Review of the effectiveness and efficiency of the Management System, apart from being able to plan its implementation,
eGAM
makes it easier for you to launch the Actions and/or Projects for Continuous Improvement resulting from the-Review, according to a pre-established procedure, or by generating actions to be carried out at the same time.
