Two processes highlighted for demonstration purposes.  The information flow connectors labeled with the number “1” represent the ‘always on’ processes that regulate the production process that assure consistent quality of output.  Those labeled with the number “2” represent the feedback flows for a major challenge.  Here we assume that Sales lands ‘the big one!’ The organization must develop the infrastructure and supply base to handle the sale and, as usual, there is no time to do any of it.

#1: The Always-On Controls

The system monitors send valuable information regarding the needs and don’t-needs to maintain consistent operations.  The Managers of the process Inputs receive the Production feedback.  They’re responsible for acting on the information to adjust the inputs they control accordingly.  Their answer to the feedback will show in the adjusted input.  Picture Hollywood’s version of the Control Center for a Nuclear Reactor.  Sensors throughout the complex process send real-time data to those in the Control Center.  Those operators, in turn, adjust the inputs to bring the system back to proper balance. 

Obviously, in this example the results of losing control of the process are bad.  In any organization, there are inputs, processes, and outputs.  Without timely, relevant feedback flowing back and forth within the process Management loses control and the final products or services suffer damaging quality and availability issues.

#2: The Big Challenge

Large challenges, good or bad, require the coordinated efforts from all parts of the organization.  In the example, Sales has landed a very large order and we need to fulfill it on time and with guaranteed output quality.  Opposite of the ‘automated’ nature of example #1, here production management, upper management, purchasing, accounting, HR, and other administrative functions get involved.  If the parties do not provide feedback throughout the project, a small error in purchasing raw materials for a startup can lead to catastrophe when it’s time to produce!

Feedback provides back-and-forth information flow to participants so they can refine their part of the process according to goals and standards.  This information flow facilitates management’s ability to coordinate all the moving pieces and keep them on goal and under control.

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