PMI (the Project Management Institute) has recently introduced new content into it's curriculum....the Process Owner and Process Manager. The distinction between these two roles seems to originate from ServiceNow's influence.
In small organizations the same person wears both hats, but in larger organizations these two roles may be split between two people. Basically the Process Owner is a senior person responsible for "working on" the process, to improve it, while the Process Manager "works in" the process to execute it with efficiency. A description of each role follows:
Job Description for Process Owner:
Process Owner's are responsible for the end-to-end oversight of a particular business process within an organization. Their main responsibilities include designing, implementing, monitoring, and continuously improving the process to ensure it meets the organization's goals and objectives. Process owners also ensure that the process is compliant with regulatory requirements and industry standards. They work closely with cross-functional teams to identify areas for improvement and implement changes that increase efficiency, reduce costs, and enhance quality. Other key responsibilities of a process owner include:
- Developing and maintaining process documentation, including standard operating procedures (SOPs), process flowcharts, and process metrics.
- Monitoring process performance using key performance indicators (KPIs) and other metrics, and identifying areas for improvement. (Note, both roles include this bullet point as it is an ongoing common point of review and discussion.)
- Leading process improvement initiatives, including process re-engineering and process automation.
- Collaborating with other process owners to ensure that processes are integrated and aligned across the organization.
- Communicating process changes to stakeholders, including senior management, process users, and customers.
- Providing training and support to process users to ensure that they understand and follow the process.
Job Description for Process Manager:
Process managers are responsible for the day-to-day management of a particular business process within an organization. They ensure that the process is executed efficiently and effectively, and that process users comply with the process requirements. Process managers work closely with process owners and cross-functional teams to identify areas for improvement and implement changes that increase efficiency, reduce costs, and enhance quality. Other key responsibilities of a process manager include:
- Ensuring that the process is executed in compliance with regulatory requirements and industry standards.
- Monitoring process performance using KPIs and other metrics, and identifying areas for improvement. (Note, both roles include this bullet point as it is an ongoing common point of review and discussion.)
- Providing training and support to process users to ensure that they understand and follow the process.
- Identifying and addressing process issues and bottlenecks that impact process performance.
- Collaborating with other process managers and process owners to ensure that processes are integrated and aligned across the organization.
- Communicating process changes to stakeholders, including senior management, process users, and customers.
- Developing and maintaining process documentation, including SOPs, process flowcharts, and process metrics.
Overall, while both roles are involved in managing and improving business processes, the process owner has a more strategic and high-level focus, while the process manager has a more operational and hands-on focus. The process owner is responsible for setting the direction of the process, while the process manager is responsible for executing the process according to the owner's direction. The process owner is more involved in initiating and leading process improvement initiatives, while the process manager is more involved in implementing and monitoring process changes on a day-to-day basis.