“Without data, you're just another person with an opinion.” – W. Edwards Deming
The ability to make informed decisions is a competitive advantage. Yet too often, data lives in one silo and processes in another. When businesses link data to their processes, decision-making becomes faster, smarter, and more aligned with strategic goals.
As a process enthusiast, I’ve seen how organisations struggle with decisions based on instinct or incomplete information. When data is integrated into every stage of a process, it creates visibility, accountability, and measurable impact. Whether you’re optimising customer service, managing operations, or tracking financial health—connecting data to process is essential.
1. Identify Key Business Processes That Drive Outcomes
Start by identifying the processes that most influence your business success—such as sales conversion, service delivery, procurement, or product development. Then ask: What data do we have (or need) to understand how these processes are performing?
2. Define Relevant Metrics for Each Process
Each process should have clear performance indicators. For example:
Customer support: First contact resolution rate
Sales: Average deal size, lead-to-close ratio
Inventory: Stock turnover rate These metrics should be consistently tracked, reported, and linked to process steps to highlight what’s working—and what’s not.
3. Use Dashboards to Make Data Visible
Create simple dashboards that show real-time or periodic data for key processes. Teams should be able to quickly interpret whether a process is performing well or needs attention. This visibility turns abstract data into actionable insights.
4. Embed Data Review into Process Routines
It’s not enough to collect data—it must be used. Build regular data reviews into team check-ins, monthly ops meetings, or project reviews. Reviewing process data results in reflection and proactive improvement.
5. Use Data to Drive Process Change
When inefficiencies, delays, or customer complaints surface, use data to diagnose the root cause. For instance, if customer churn is increasing, process data might reveal onboarding gaps or delayed support responses.
Example: Using Process Data to Reduce Waste
A mid-sized manufacturer tracked downtime across production lines. Data revealed that machine setup time caused significant delays. By redesigning the setup process, the company reduced downtime by 18%—boosting output and reducing waste.
Key Takeaway
Data is most powerful when it’s linked to how work is done. By embedding data into core processes, you gain clarity, accountability, and continuous improvement—turning information into better decisions, faster.
Next Steps: Choose one key process and define 2–3 data points that best reflect its performance. Build a simple dashboard, review it regularly, and use the insights to improve outcomes.
Dr Michélle Booysen is a process strategist and consultant with 30+ years of experience helping organizations optimise operations and drive growth. Specializing in linking processes to strategy and performance, Michélle and her team empowers businesses to enhance customer service, boost performance, and scale sustainably through innovative methodologies that have transformed outcomes for SMEs worldwide.
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