PROCESSES is defined as
How the organisation designs, manages and improves its processes in order to support its policy and strategy
and fully satisfy, and generate increasing value for, its customers and other stakeholders
THERE ARE FIVE SUB-CRITERIA WITHIN THE CRITERION
5a Processes are systematically designed and managed.
5b Processes are improved as needed, using innovation in order to fully satisfy and generate increasing value for customers and other stakeholders.
5c Products and services are designed and developed based on customer needs and expectations.
5d Products and services are produced, delivered and serviced.
5e Customer relationships are managed and enhanced.
Process is defined as a sequence of activities which adds value by producing required outputs from a variety of inputs
Ensuring that all processes within an organisation add value and contribute positively to the growth of the organisation by satisfying needs and enhancing customer relationships, requires continual system review and innovation.
It is no longer enough to assume that the way things have always been done in the past is sufficient to meet the needs of the future. As Tom Peters has said in "Thriving on Chaos" ... Nowadays, even if it ain't broke: you've got to fix it!