Standardise business processes to improve products and services

Fierce competition has necessitated more openness of corporate processes and veracity of product development that is backed by international standards. The aim is to sustain customer loyalty, enhance employee retention and ensure operational efficiencies to maintain company profitability.

It is now common practice to see firms across sectors subject themselves to International Standards Organisation (ISO) audits to affirm strict adherence to laid down procedures and processes as a way of presenting their products as safe, reliable, and of good quality.

A study conducted in Germany in 2021 on Business Process Standardisation showed that companies worldwide are investing heavily in standardising business processes to enhance service delivery and achieve their bottomline. For example, the Chinese government, in a bid to boost economic growth, has focused on standardising the input-output processes of projects to facilitate modernisation and automation.

According to researchers, standardised processes help build resilient infrastructure that stands the test of time, reducing unnecessary expenditures and enabling them to progress without constant reinvention. These defined processes ensure that inclusivity is prioritised and serves as the backbone of global progress, fostering collaboration and accelerating innovation across various industries and sectors.

It is gratifying to see that companies and public entities across different sectors in Kenya have adopted ISO standards affirming their commitment to improve service delivery and upholding product quality to world-class standards.

Adherence to the ISO standards means that organisations take deliberate steps to enhance employee productivity through upskilling or reskilling which improves efficiency and boosts employee morale. Studies show a company with a highly motivated workforce enjoys higher retention rates, spends less on staff training and absenteeism is low leading to higher productivity.

Globally, ISO-certified firms are deemed attractive to investors, attracting more customers with more business partners willing to work with them in the long term. Being ISO certified means a business adheres to the world’s best workplace practices that affirm a commitment to realisation of  Sustainable Development Goals (SDGs).

These standards offer practical solutions that benefit the environment, people within and around their areas of operation as well as enhancing profitability. Their significance is further highlighted by Sustainable Development Goal (SDG) 9, which promotes industry, innovation, and infrastructure across the globe. 

In addition to boosting productivity, standardised processes improve the quality of products or services, leading to greater customer satisfaction and retention. Among activities conducted by strongly knit companies are bonding sessions, frequent in-house training sessions and exclusive employee offsite wellness sessions that make it easier for employees to understand their roles and responsibilities.

However, to be an ISO-compliant company starts with developing internal processes that adhere to laid down ISO requirements. It should be clear to customers how they will be served and the time taken for each process while employees should know about their career progression path based on set timelines, and training curricula.

Associations with outside audiences should be captured and reported on allowing public scrutiny on the firm's contribution to making the world a better place to live in. This should include efforts made to reduce a firm’s carbon footprint via investments in afforestation, natural ventilation and LED lighting in their premises, water recycling, and retrofitting washrooms with water-efficient fittings. 

Every organisation must strive to embrace and design processes that align with customer needs. By doing so, it allows them to prosper, foster collaboration, improve their service delivery, and achieve success for their customers, employees, stakeholders, and the organisation. This is especially important for players in the insurance industry given the growing need to ensure client trust and mitigate emerging risks such as cybercrime and loss of data privacy.

Furthermore, these standards provide a framework for continuous improvement, encouraging teams to develop and refine their methods and achieve excellence in their daily tasks. Well-established standards support a more organised and productive work environment, benefiting both employees and the organisation.

Setting these standards will also allow individuals to track their performance and monitor progress as they work to meet expected targets. This reduces errors and oversights, ensuring smooth operations within organisations. They also promote accountability, helping employees better achieve their personal goals and organisation targets with ease.

By aligning their goals and processes with SDG 9, organisations can retain employees, fully exploit returns, and distinguish themselves in the market as they strive to enhance their service delivery in their respective sectors.