Business success, skilled teams, & an excellent finished project all have one thing in common - none of these things happen by accident. Business success is the result of many factors, not least hard work & wise stewardship, accomplished teams are trained, & a superb project is designed right the first time. At the center of each of these endeavors is Process. At Hines we focus on process because a strong process is one of the best ways to safeguard the reputation of our clients, wisely steward project budgets, meet deadlines, and deliver the best consulting & system design services available.
Elements of Process Management
Monitor Best Practices
Over the last 15 years we have been committed to recording & reviewing how we do business and support our clients. During this time we have developed a series of key metrics & benchmarks raising the level of optimal preformance and high quality service to which we aspire. As technology is improved, new ideas generated, and informational resources expanded, Hines is able to incorprate best practices into our daily practice of consulting, engineering & design - with excellent results!
This is a corporate enterprise. Through regular staff meetings, annual retreats, and informal meetings when the need arises, Hines staff all contribute to improving the way we serve our clients. Additionally, all staff members participate regardless of position or experience within the company. We have found that some of our best ideas come from the more impartial observer who is viewing a specific challenge through fresh eyes.
While stewardship is often used in reference treatment of water resources, we believe this is a way to steward the relationships our clients have entrusted to us. When we do our job well, the reputation & success of our clients is enhanced!
Planning and administering the activities necessary to achieve a high level of performance in a process and identifying opportunities for improving quality, operational performance and ultimately customer satisfaction. It involves design, control and improvement of key business processes (Evans and Lindsay, 1999:340)