The problem addressed by the Process Owner role
To the point: Who is responsible for a process that runs across three departments and affects several systems? A critical gap in the Mittelstand.
We have observed a recurring pattern in the DACH Mittelstand for over 1,200 projects: processes are running, but no one is explicitly responsible for their performance. This typically costs 5-15% of process efficiency. The Process Owner role was invented to solve this problem: a clear assignment of end-to-end process responsibility — a key lever for Operational Excellence, without the need to hire a new manager.
The role at a glance
In a nutshell: A Process Owner combines three responsibilities: Design ownership, performance accountability and continuous optimization - often as an additional task to an existing position.
Tasks and powers
A process owner has five typical tasks: (1) process design and documentation, (2) KPI definition and monitoring, (3) identification of weaknesses and optimization initiative, (4) change communication and stakeholder management, (5) empowerment and knowledge transfer — including accountability for the master data quality within their process scope.
Practical example: Anonymized Dreher methodology project
To the point: A Mittelstand manufacturing company with 6 variants of the same order-to-cash process - and no clear owner. We defined the role, appointed a person and measured three results.
An international kitchen manufacturer operated six process variants for contract orders. We appointed a process owner, consolidated the variants, and configured ERP automation via the ERP implementation service.
Results after 4 months: Data quality: 75% reduction in incorrect rework; turnaround time: 36% faster (median 14 days); staff burden: 0.5 FTE saved.
Frequent errors during implementation
To the point: The three mistakes: too broad a role, too little time, wrong person.
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Assigning too broad a role. Define 3-5 specific process stages, not "everything from A to Z".
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No protected time. Recommendation: 20% protected time for a "dual role" PO.
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Wrong person. Choose someone with assertiveness, data affinity and patience - not tech expertise.
Application in 2-3 industry verticals
To the point: The Process Owner role has different weights depending on the industry.
Manufacturing: 30-40% capacity protected; strong data affinity and store floor collaboration required. Often paired with robotic process automation for the repetitive workflow stages.
Services: 20% capacity; closer to the administrative/ERP core; more intensive IT collaboration.
Hybrid/variant production: Very strategic; process owner as governance layer for standardization vs. flexibility.
Next steps
The introduction or redesign of a Process Owner role is a strategic project. A common start is a workshop with management and the top 5 process owners to write clear owner profiles. This takes 2-3 days and saves 100+ hours of process chaos over the next year. For more on our methodology, see our independent ERP consulting and the overview of our Digitalisation Services.
