A process owner is responsible for which of the following?
1. Documenting the process
2. Defining process Key Performance Indicators (KPIs)
3. Improving the process
4. Ensuring process staff undertake the required training
A.
1, 3 and 4 only
B.
All of the above
C.
1, 2 and 3 only
D.
1, 2 and 4 only
As far as I know, a Process Owner has no authority to ensure training. He can only work with the line manager to try to push the line manager to train his folks, also the process manager can bring up the matter of lack of training to management, but in essence his row is powerless to ensure any kind of training without the aid of some other manager. So C is the best answer.
6.4.1 Process owner
A process owner is responsible for ensuring that their
process is being performed according to the agreed and
documented process and is meeting the aims of the
process definition. This includes such tasks as:
■ Documenting and publicizing the process
■ Defining the Key Performance Indicators (KPIs) to
evaluate the effectiveness and efficiency of the process
■ Reviewing KPIs and taking action required following
the analysis
■ Assisting with and being ultimately responsible for the
process design
■ Improving the effectiveness and efficiency of the
process
■ Reviewing any proposed enhancements to the process
■ Providing input to the ongoing Service Improvement
Plan
■ Addressing any issues with the running of the process
■ Ensuring all relevant staff have the required training in
the process and are aware of their role in the process
■ Ensures that the process, roles, responsibilities and
documentation are regularly reviewed and audited
■ Interfaces with line management, ensuring that the
process receives the necessary staff resources. (Line
management and process owners have
complementary tasks – they need to work together to
ensure efficient and effective processes. Often it is the
task of line management to ensure the required
training of staff.)
Ensuring all relevant staff have the required training in the process and are aware of their role in the process.
They need to work closely with the line management to make sure the staff is trained.