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Enablers · People
People
Skills, roles and available staff capacity make the process operational.
A role needs a capable person
Describe the tasks, skills and authority required for each role. Ensure induction, training and opportunities to practise exceptional situations. A process description should also help someone unfamiliar with the work.
Capacity and continuity
Match staffing to workload and the target response time. Identify skills held by only one person and agree deputy arrangements. Sharing knowledge and maintaining usable instructions reduce dependence on individuals.
A named responsible person needs time, skills and authority to carry out the task.
Practical example
Incident management roles
First-line support classifies the observation and escalates it when necessary. Application and infrastructure specialists investigate the cause. A communications lead coordinates updates. Responsibilities for any regulatory reporting are agreed separately.
Include in your process description
- What skills does each step require?
- Do staff have the decision-making authority their tasks require?
- Who covers absences or workload peaks?
- How are skills maintained and shared?
Connections to other components
Based on the Generic Process Model materials. Questions and practical guidance have been structured for reading on the web. Sources and clarifications.